Application Support Engineer

Description:

The Application Support Engineer is responsible for the technical support and delivery of applications used by the Australian Passport Office. Responsibilities will include, but are not limited to:

• Provide systems administration, monitoring and level 2 and level 3 technical support.

• System monitoring and reporting, including ongoing process improvements to enhance operational availability and reliability.

• Investigate and resolve technical issues, providing technical assistance to stakeholders as required.

• Escalation of problems and incidents with vendors, ensuring problems are fully documented within the relevant reporting systems.

• Serve as technical resource for assigned projects and BAU activities to deliver technical solutions and outcomes, including support of testing activities.

• Installation/deployment of software updates, patches and fixes in line with procedures and processes, including change management.

Create and maintain system and operational documentation, including the creation and maintenance of Knowledge Based Articles that can be followed by level 1 support officers. • Adhere to established safety, security and quality standards.

Essential

• Strong technical skills and experience with application troubleshooting, diagnosing, testing and resolving customer issues.

• Experience with scripting languages (PowerShell) and task automation.

• Intermediate Transact SQL (T-SQL) skills and strong experience with SQL database products.

• Experience working with software development teams and understanding of the Software Development Life Cycle.

• Strong focus on customer service and outcome.

• Ability to work autonomously as well as contribute in a team and professional environment.

• Knowledge of ITIL Incident, Problem, Change and Release Management processes.

• Strong problem-solving skill with the ability to resolve complex technical issues.

• Ability to effectively manage multiple, concurrent activities, while understanding and managing priorities, dependencies and risk.

• Strong communication (verbal and written) and interpersonal skills