System Administrator / Systems Support Officer

Paxus; Canberra; On-site; AUD 85,000 - 120,000; Full time

Job summary

Paxus in Canberra is seeking an experienced System Administrator / Systems Support Officer to join a secure, enterprise-scale technology environment. The role focuses on Level 2 and Level 3 support, system administration and incident resolution.

You will manage tickets, perform routine admin tasks, monitor systems, and contribute to documentation, change and release activities, ensuring service continuity and governance.

Qualifications

• Experience providing Level 2 and/or Level 3 ICT support in a structured operational environment.
• Hands-on system administration and technical troubleshooting experience.
• Demonstrated ability to investigate and resolve technical issues across applications, systems or support environments.

Responsibilities

• Provide Level 2 and Level 3 operational and technical support across systems and applications.
• Investigate and resolve incidents and service requests escalated from Level 1 support.
• Perform routine system administration, including account, access, configuration and environment support where authorised.
• Monitor system behaviour, support queues, recurring issues and service demand.
• Troubleshoot technical issues and escalate complex matters to senior technical teams or vendors when required.
• Support scheduled maintenance, system checks and service continuity activities.
• Assist with approved system updates, configuration changes and operational improvements.
• Contribute to root cause analysis and identifying recurring technical issues.
• Maintain accurate ticket notes, resolution details and technical records.
• Develop and maintain SOPs, work instructions, troubleshooting guides and knowledge articles.
• Support change and release activities, including impact assessment, testing and post-change validation.
• Provide technical input into operational reporting, issue registers, action tracking and service performance reporting.
• Participate in technical meetings, stand‑ups and stakeholder discussions.
• Identify opportunities to improve support processes, workflows and documentation.
• Follow security, information handling and system access requirements within a controlled ICT environment.

Skills

Level 2/3 ICT support

System administration

Troubleshooting

Incident management

Documentation

Stakeholder communication

Tools

ITIL/ITSM tools

Ticketing systems

System monitoring

Job description

System Administrator / Systems Support Officer

Location: Canberra, ACT

Clearance: Baseline / NV1

Support Level: Level 2 / Level 3

We are seeking an experienced System Administrator / Systems Support Officer to join a team supporting a secure, enterprise-scale technology environment in Canberra.

This role will suit someone with strong Level 2 and Level 3 support experience who is comfortable troubleshooting technical issues, administering systems, managing escalations and working within structured IT service management processes.

You will work as part of an integrated technical support team responsible for maintaining service continuity, resolving incidents and requests, supporting system changes and ensuring technical documentation remains accurate and current.

The Role

Your responsibilities will include:

• Providing Level 2 and Level 3 operational and technical support across systems and applications.
• Investigating and resolving incidents and service requests escalated from Level 1 support.
• Performing routine system administration, including account, access, configuration and environment support where authorised.
• Monitoring system behaviour, support queues, recurring issues and service demand.
• Troubleshooting technical issues and escalating complex matters to senior technical teams or vendors when required.
• Supporting scheduled maintenance, system checks and service continuity activities.
• Assisting with approved system updates, configuration changes and operational improvements.
• Contributing to root cause analysis and identifying recurring technical issues.
• Maintaining accurate ticket notes, resolution details and technical records.
• Developing and maintaining SOPs, work instructions, troubleshooting guides and knowledge articles.
• Supporting change and release activities, including impact assessment, testing and post-change validation.
• Providing technical input into operational reporting, issue registers, action tracking and service performance reporting.
• Participating in technical meetings, stand‑ups and stakeholder discussions.
• Identifying opportunities to improve support processes, workflows and documentation.
• Following security, information handling and system access requirements within a controlled ICT environment.

About You

To be successful in this role, you will have:

• Experience providing Level 2 and/or Level 3 ICT support in a structured operational environment.
• Hands‑on system administration and technical troubleshooting experience.
• Demonstrated ability to investigate and resolve technical issues across applications, systems or support environments.
• Experience using service management and ticketing systems.
• Understanding of incident, request, change and problem management practices.
• Strong technical documentation skills.
• The ability to communicate effectively with technical teams, users and non-technical stakeholders.
• Strong attention to detail and the ability to work within established processes and governance requirements.
• A reliable, methodical approach to troubleshooting and issue resolution.

Desirable Experience

Experience in any of the following would be advantageous:

• Learning management systems, Moodle or education technology platforms.
• Federal Government, Defence or other secure ICT environments.
• ITIL or ITSM-aligned service environments.
• Application administration and configuration.
• Identity, account or access management.
• System and application monitoring.
• Change and release management.
• Testing and post-implementation validation.
• Developing SOPs, knowledge articles and technical documentation.

Security Clearance

Applicants must hold a minimum Baseline or NV1 security clearance.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.