Aps6 Application Support Software Engineers

Softtest Pays Pty; Canberra; On-site; AUD 90,000 - 120,000; Full time

Job summary

Softtest Pays Pty in Canberra is seeking experienced Application Support Engineers to assist with the technical support and maintenance of software applications used by the Australian Passport Office. These roles are critical to maintaining operational capability within IMD to support APO operations.

Candidates should have at least 5 years of Government IT systems support experience and relevant Microsoft certifications.

Qualifications

• Minimum 5 years' experience supporting Government IT Systems.
• Relevant Microsoft certifications.
• Australian Citizenship with NV1 Clearance.
• Australian location required (Canberra area).

Responsibilities

• Provide systems administration, monitoring and level 2 and level 3 technical support.
• System monitoring and reporting, including ongoing process improvements to enhance operational availability and reliability.
• Investigate and resolve technical issues, providing technical assistance to stakeholders as required.
• Escalation of problems and incidents with vendors, ensuring problems are fully documented within the relevant reporting systems.
• Serve as technical resource for assigned projects and BAU activities to deliver technical solutions and outcomes, including support of testing activities.
• Installation/deployment of software updates, patches and fixes in line with procedures and processes, including change management.
• Create and maintain system and operational documentation, including the creation and maintenance of Knowledge Based Articles that can be followed by level 1 support officers.
• Adhere to established safety, security and quality standards.

Skills

Application support

System monitoring

Issue resolution

Vendor escalation

Tools

Microsoft certifications

Job description

Job Description:

Australian Citizens with NV1 Clearance residing in Australia only respond.

Job details

The Passports IT Section within the Business Solutions Branch of DFAT's Information Management and Technology Division (IMD) has a requirement for multiple skilled and experienced Application Support Engineers to assist with the technical support and maintenance of software applications used by the Australian Passport Office (APO). These resources are critical to maintaining IMD's operational capability in support of APO operations.

Key duties and responsibilities

Job Specific role description:

Responsibilities will include, but are not limited to:

• Provide systems administration, monitoring and level 2 and level 3 technical support.
• System monitoring and reporting, including ongoing process improvements to enhance operational availability and reliability.
• Investigate and resolve technical issues, providing technical assistance to stakeholders as required.
• Escalation of problems and incidents with vendors, ensuring problems are fully documented within the relevant reporting systems.
• Serve as technical resource for assigned projects and BAU activities to deliver technical solutions and outcomes, including support of testing activities.
• Installation/deployment of software updates, patches and fixes in line with procedures and processes, including change management.
• Create and maintain system and operational documentation, including the creation and maintenance of Knowledge Based Articles that can be followed by level 1 support officers.
• Adhere to established safety, security and quality standards.

The Skills Framework for the Information Age (SFIA) has been used to inform the requirements. In summary, DFAT seeks suitable candidates with the following relevant skillsets:

Skills/Levels:

• Delivery and operation - Technology Management - Application Support (ASUP) - Level 5
• Delivery and operation - Technology Management - System Software (SYSP) - Level 4
  
• Delivery and operation - Service Management - Problem Management (PBMG) - Level 5
  

Technical skills

Minimum 5 years' experience supporting Government IT Systems / Relevant Microsoft certifications.

About the team

Passports IT is responsible for the support and sustainment of Passport systems. We have support, service delivery and development staff and work closely with a variety of teams covering development, database administration, server infrastructure, networking and desktops.

Required Skills:

Software Engineers Support Technical Assistance Database Development Escalation Articles Service Delivery Operations Government Reliability Change Management Availability Infrastructure Networking Technical Support Vendors Security Administration Software Testing Documentation Maintenance Business Management