Level 3 Support Developer

Department-of-Government-Service; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Department of Government Service is seeking a Level 3 Support Developer in Melbourne (CBD and Inner Metro). The role focuses on supporting customer-facing technologies, resolving incidents, and delivering long-term fixes to prevent recurrence.

You will apply ITIL 4 practices to restore services within agreed timeframes and contribute to high customer satisfaction by assisting agencies throughout their digital journey on the Service Victoria platform, with an emphasis on continual service

Qualifications

• Experience supporting customer-facing technologies and resolving incidents to restore services.

Responsibilities

• Act as a point of technical escalation for the customer support team and triage issues.
• Provide troubleshooting for Digital Platforms and AWS-based services.
• Handle service requests including onboarding and offboarding and user administration.
• Log problems/defects with Engineering to drive continual platform improvements.
• Demonstrate ability to prioritise workload and communicate progress clearly.

Skills

Customer support

ITIL 4 practices

Troubleshooting

AWS troubleshooting

Tools

AWS

Job description

Location: Melbourne - CBD and Inner Metro suburbs

Reference: 13138

About the Role

The Level 3 Support Developer will have experience supporting customer-facing technologies, providing break/fix support, troubleshooting complex technical issues, and developing long-term solutions to prevent recurring incidents.

The Support Developer will have experience applying ITIL 4 practices to restore services within agreed timeframes. They will contribute to high customer satisfaction by supporting customers and agencies throughout their digital journey on the Service Victoria platform and delivering continuous service improvements in a multi-channel support environment.

Key Accountabilities

• Be a point of technical escalation to assist our dedicated customer support team and triage issues reported by customers/agencies whilst identifying the root cause of the customer issue.
• Provide troubleshooting for the Digital Platforms and key applications/services including Amazon Web Services (AWS).
• Implementation of service requests including onboarding, offboarding and user administration.
• Identify and log problems/defects in the platform to Engineering teams so that continual improvement on the platform is maintained.
  • Demonstrated ability to effectively prioritise and manage workload and tasks, developing plans and methods to track progress and ensure priorities are successfully met.
  • Proven experience preparing a wide range of written documents, such as basic letters, emails and reports that are logical and audience specific.

This role is an ongoing position. This position is only open to applicants with relevant rights to work in Australia.

Other relevant information

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident. Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.

Applications close Tuesday 10 November 2026 at 11.59pm