Application Support Software Engineer

About the Role

The Department of Foreign Affairs & Trade requires several experienced Application Support Engineers to provide technical maintenance and support for software applications utilized by the Australian Passport Office.

Key Responsibilities

• Manage systems administration, including monitoring and delivering Level 2 and Level 3 technical support.
• Monitor systems and produce reports while implementing continuous improvements to maximize system availability and reliability.
• Diagnose and resolve technical problems, offering technical support to various stakeholders.
• Coordinate problem escalation with vendors and ensure thorough documentation within reporting systems.
• Act as a technical resource for projects and day-to-day operations, supporting testing and delivering technical solutions.
• Handle installation and deployment of software patches, updates, and fixes adhering to change management protocols.
• Create and maintain system documentation and Knowledge Base articles to aid Level 1 support staff.
• Follow established safety, security, and quality standards rigorously.

Required Skills and Experience

• At least 5 years' experience in supporting Government IT systems and possession of relevant Microsoft certifications.
• Proficiency in application troubleshooting, diagnosing, testing, and resolving customer issues.
• Experience in scripting and automation using PowerShell.
• Intermediate knowledge of Transact SQL (T-SQL) including strong skills with SQL database products.
• Collaborative experience working with software development teams and solid understanding of the Software Development Life Cycle (SDLC).
• Familiarity with ITIL processes including Incident, Problem, Change, and Release Management.
• Exceptional problem-solving abilities to manage complex technical issues.

Preferred Qualifications

• Experience administering Windows Server and Linux environments.
• Knowledge of release automation tools such as Azure DevOps or equivalents.
• Ability to juggle multiple tasks simultaneously while managing priorities, dependencies, and risks effectively.
• Strong verbal and written communication abilities and interpersonal skills.