Canberra-Based Level-2 Application Support Specialist

CUE-X; Canberra; On-site; AUD 70,000 - 90,000; Full time

Job summary

CUE-X People in Canberra seeks expressions of interest for Application Support Specialists at Level 2. This role focuses on second-line support for business apps, incident resolution, and proactive performance monitoring.

Ideal candidates will provide root-cause analysis, support deployments, and work with development teams on fixes and improvements. On-call shifts may be required; strong communication with stakeholders is essential.

Qualifications

• Provide second-line technical support for business applications, ensuring incidents and service requests are resolved.
• Investigate and resolve L2 incidents escalated from Level 1.
• Perform root cause analysis and implement fixes or workarounds.
• Monitor application performance and proactively identify issues.
• Support deployments, upgrades, and changes to applications.
• Work with development teams for bug fixes and enhancements.
• Maintain documentation, knowledge base articles, and runbooks.
• Participate in on-call support if required.
• Ensure adherence to SLAs, incident and change management processes.
• Understand application architectures (web, client-server, APIs).
• Demonstrate strong problem-solving and analytical skills.
• Communicate clearly with technical and non-technical stakeholders.
• Prioritise and manage multiple issues.

Responsibilities

• Provide second-line technical support for business applications.
• Resolve L2 incidents and service requests escalated from Level 1.
• Perform root cause analysis and implement fixes or workarounds.
• Monitor and optimize application performance.
• Assist with deployments, upgrades and changes.
• Collaborate with development teams on bug fixes and improvements.
• Maintain and update runbooks and knowledge base articles.
• Participate in on-call rotations if required.
• Adhere to SLAs and change management processes.
• Communicate with both technical and non-technical stakeholders.

Skills

Second-line support

L2 incidents

Root cause analysis

Application performance monitoring

On-call support

Stakeholder communication

SLA compliance

Change management

Job description

CUE-X People in Canberra seeks expressions of interest for Application Support Specialists at Level 2. This role focuses on second-line support for business apps, incident resolution, and proactive performance monitoring.

Ideal candidates will provide root-cause analysis, support deployments, and work with development teams on fixes and improvements. On-call shifts may be required; strong communication with stakeholders is essential.