Infrastructure and Cloud Support Officer (APS 6)

Royal Australian Mint; Canberra; On-site; AUD 103,000 - 112,000; Full time

Job summary

Royal Australian Mint is seeking an Infrastructure and Cloud Support Officer to reinforce and promote teamwork while providing third-level support for on‑premises and cloud infrastructure. You will help maintain SOE builds, manage cloud services, and support the IT service delivery team in a structured ITIL framework.

The role involves incident resolution, risk analysis, and collaboration with external vendors; occasional outside-hours work may be required in a security-conscious government

Qualifications

• ITIL framework experience or certification desirable.
• Experience supporting cloud services and on-prem infrastructure.
• Ability to work in a security-sensitive public sector environment.

Responsibilities

• Provide technical support across ICT practices including cloud services.
• Resolve level 3 ICT incidents and service requests.
• Maintain SOE builds using SCCM and manage cloud services.
• Liaise with stakeholders and assist service delivery.
• Implement IT changes through Change Enablement process.
• Ensure compliance with government procedures and security requirements.

Skills

Cloud Services

Active Directory

DNS & Networking

Incident management

ITIL

Education

ITIL certification desirable

Tools

Microsoft Endpoint Configuration Manager

VMware

Entra ID / Azure AD

Job description

Infrastructure and Cloud Support Officer (APS 6)

Ongoing / Non-ongoing
$102,516 - $112,011 (APS 6) + 15.4% superannuation
Full-time

About the Mint

The Royal Australian Mint is a small government agency working within the Commonwealth Government Portfolio of the Treasury. The Mint is a non-corporate Commonwealth Entity and is listed under the Public Governance Performance and Accountability Act 2013 (Cth) (PGPA Act). The Mint is also covered by the Public Service Act 1999 (Cth) (PS Act).

The Royal Australian Mint makes coins and other minted products to serve the needs of the Australian economy, foreign countries, investors and collectors. We are stewards of a thriving national institution that showcases our Nations stories through the National Coin Collection, and a world class museum and gallery experience.

The Royal Australian Mint creates public value through a range of coining and minting-related activities. We play a key role in sharing the stories of Australia by recognising significant anniversaries, events, organisations and cultural perspectives through coins.

The Mint offers some of the most unique career opportunities within the public service, including roles such as:

• Coin making – polishing, laser frosting, 3D engraving, Physical Vapour Deposition hard coating, chrome plating, dies inspection and collars manufacture.
• Machinery – operate and maintain minting critical machines.
• Coin Sculpting – design coins, medals, medallions, and token, etc.
• Graphic Design – design coin packaging materials, exhibition graphics, etc.
• Engineering – technical support and manufacturing operations.

About the Branch

The Information and Security Branch coordinates the Information Communication Technology, Records Management and Security services to support the Mint, enabling the organisation to produce circulating coins, preserve the National Coin Collection and tell the stories of Australia by recognising significant anniversaries, events, and organisations through coins.

About the Role

Working as part of the Information and Security Branch at the Mint, in the Infrastructure and Database support team, the Infrastructure and Cloud Support Officer reinforces and promotes a positive culture of teamwork, continuous improvement and collaboration. The role provides support to the IT Service Delivery team and acts as the primary escalation point for third level support of the on-premises IT infrastructure and cloud infrastructure.
They create and maintain processes and procedures, related to the Microsoft Cloud Stack, standard operating environment (SOE) workstation and server builds, storage and network infrastructure, and provide assistance to the wider IT branch as required within an Information Technology Infrastructure Library (ITIL) framework.

The Infrastructure and Cloud Support Officer reports to the Infrastructure Systems Administrator and investigates ongoing incidents and undertakes risk analysis to identify the impacts of incidents on the Mint. They also manage application deployment and maintain the SOE within Microsoft Endpoint Configuration Manager and manage cloud services the infrastructure team administers.

The position may occasionally require work outside of normal business hours to support operational requirements. Such work is ad hoc and is not a regular or routine requirement.

The Duties

1. Providing technical support across a wide range of ICT practices, including Cloud Services such as Entra ID, Exchange Online, OneDrive, Windows Defender, Purview, Teams and Intune.
2. Providing technical support for on-prem and legacy systems such as Active Directory, Group Policy, DNS, networks, storage and backup.
3. Resolving of level three ICT incidents and service requests.
4. Providing ad hoc training, advice, guidance and acting as an escalation point for level three support for the Service Delivery team.
5. Coordinating communication between relevant stakeholders, liaising with business areas, providing information and advice to support and achieve IT and organisational requirements.
6. Developing and maintaining procedures, documentation and technical plans for services, incident resolutions, and problem workarounds.
7. Managing and reporting on IT infrastructure related ICT incidents, third level knowledge and problem management.
8. Contributing to continuous improvement by identifying, submitting, planning and implementing IT changes via the Change Enablement process.
9. Investigating ongoing ICT incidents, analysing risk and impacts on the Mint, and identifying potential solutions, workarounds or escalation paths.
10. Liaising with external support vendors, including industry representatives and support contacts for ICT services and incident remediation.
11. Assisting the Infrastructure and Database team with security patching of IT systems, including Windows server and VMware patching.
12. Maintaining and deploying applications and SOE builds using Microsoft Endpoint Configuration Manager.
13. Ensuring compliance with team, branch, Mint and whole of government procedures, policies and frameworks

Qualifications

An information Technology Infrastructure LIbrary (ITIL) certificate is desirable.

Security

This position requires a Negative Vetting 1security clearance. The successful applicant will be required to obtainand maintain a clerarance at this level.

Should you have any questions regarding the role, please contact Adam Dempsey on (02) 6202 8***.

Information on applying for a job in the Australian Public Service is available at the Employment page of our website.