Senior Technical Support Specialist

Davidson; Geelong; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

6-month contract extension possible

Hybrid working arrangements

Job summary

Davidson is seeking a Senior Technical Support Specialist in Geelong, Australia to provide level 2/3 application maintenance and support. You will lead technical directions, deliver improvements, and ensure incident management and deployment activities run smoothly across Linux/Windows/WebSphere environments.

You will collaborate with technical specialists and analysts, write clear documentation, and participate in an on-call roster as part of the service model.

Qualifications

• L2/L3 support experience is essential.
• ITIL Foundations are valued.
• Proficient in Java, Domino, Perl, XML and SQL.
• Experience with Linux, Oracle, Windows Server, WebSphere, MQ and Domino.
• Able to work independently and in teams on end-to-end support processes.
• Strong customer focus and communication skills.
• Ability to produce high-quality technical and business documentation.
• Solid analytical thinking and problem-solving skills.
• Hands-on experience in application support, lifecycle management, deployments and SDLC methodologies.

Responsibilities

• Own the administration, support and continual improvement of business applications, including documentation, enhancements, security, licensing, upgrades, backups and disaster recovery planning.
• Manage the end-to-end incident and service request lifecycle, ensuring issues are resolved within SLAs and documented for continual improvement.
• Lead problem management by investigating root causes and implementing corrective actions.
• Assess, develop and implement application changes, releases and deployments with accurate records and early life support.
• Maintain IT asset management records, perform data analysis to inform decisions, and participate in on-call roster.
• Participate in an On Call rotational roster outside usual business hours.

Skills

L2/L3 support

ITIL Foundations

Java

Domino

Perl

XML

SQL

Linux

Oracle

Windows Server

WebSphere

MQ

Independent work

End-to-end support

Customer focus

Communication skills

Technical documentation

Business documentation

Analytical thinking

Application support

Lifecycle management

Deployment management

Environment configuration

SDLC methodologies

Job description

About the Company

Our client is a reputable Government Organization.

About the Role

The Senior Technical Support Specialist you will provide application maintenance and level 2 , level 3 support services, either directly to users of the systems or to service delivery functions.

This role will include technical leadership and direction to technical specialists and system analysts, and lead the identification and implementation of improvement initiatives within technical practices.

Key responsibilities:

• Own the administration, support and continual improvement of business applications, including documentation, enhancements, security, licensing, upgrades, backups and disaster recovery planning.
• Manage the end-to-end incident and service request lifecycle, ensuring issues are resolved within agreed service levels, escalated appropriately, and documented to support ongoing service improvement.
• Lead problem management activities by investigating root causes, implementing corrective actions, and reducing the likelihood of recurring system, process and service issues.
• Assess, develop and implement application changes, releases and deployments, maintaining accurate records, technical documentation and providing early life support for new solutions.
• Maintain IT asset management records and reporting, support informed decision‑making through analysis, and participate in an on‑call roster to provide out‑of‑hours operational support when required.
• You will be required to participate in an On Call rotational roster which will require you to perform work outside usual business hours .

About You

• Prior level 2 and 3 Technical Support experience is necessary
• ITIL Foundations highly regarded.
• Knowledge of, and demonstrated implementation using, the following languages:
  • Java/Domino/Perl/XML/SQL
• Knowledge of and/or experience in systems:
  • Linux/Oracle/Windows Server/WebSphere/MQ/Domino.
• Demonstrated ability to work independently and collaboratively, manage end-to-end support and resolution processes.
• Strong customer focus and communication skills
• Proven ability to write quality business documentation, functional and non-functional artefacts, and technical documentation for a wide variety of audiences and purposes.
• Strong conceptual and analytical skills and an ability to think laterally to identify practical and workable solutions.
• Experience in application support and lifecycle management, deployment management, environment configuration and software development lifecycle methodologies, tools and systems .

The Benefits :

• 6-month contract with view to extend.
• Hybrid working arrangements