Defence Operational Support Specialist - Canberra

Profectus; Canberra; On-site; AUD 75,000 - 110,000; Full time

Job summary

Profectus in Canberra is seeking a full-time Operational Support Officer to provide hands-on frontline support for an existing Defence software capability. You will work on-site with the Operational Support Manager and a small delivery team to resolve end-user inquiries and support ongoing enhancements.

The role emphasizes clear communication, quick triage of issues, and collaboration across a security-conscious environment, including working in Official: Sensitive to Secret classifications.

Qualifications

• Experience providing end-user support in a technical environment.
• Strong communication skills and ability to explain complex concepts clearly.
• Familiarity with security classifications and Defence operational environments.

Responsibilities

• Provide day-to-day operational support to end users of the capability, triaging and resolving first-line queries and issues.
• Escalate genuine technical defects to the development team with clear, well-documented context.
• Facilitate end-user training sessions, drawing on the existing training materials and continuum.
• Assist with onboarding new users and pointing them to existing training materials and resources, as needed.
• Help maintain and refine existing support and reference materials as the capability evolves through new releases.
• Work collaboratively within a small delivery team, respecting the roles and responsibilities of other delivery partners involved.
• Feed observed user pain points and recurring issues back into the product backlog to support continuous improvement of the capability.

Skills

End-user support

Clear communication

Security clearance knowledge

Team collaboration

Job description

Profectus in Canberra is seeking a full-time Operational Support Officer to provide hands-on frontline support for an existing Defence software capability. You will work on-site with the Operational Support Manager and a small delivery team to resolve end-user inquiries and support ongoing enhancements.

The role emphasizes clear communication, quick triage of issues, and collaboration across a security-conscious environment, including working in Official: Sensitive to Secret classifications.