APS6 Application Support Software Engineers

Australian Citizens with NV1 Clearance residing in Australia only respond.

Job details

The Passports IT Section within the Business Solutions Branch of DFAT's Information Management and Technology Division (IMD) has a requirement for multiple skilled and experienced Application Support Engineers to assist with the technical support and maintenance of software applications used by the Australian Passport Office (APO). These resources are critical to maintaining IMD's operational capability in support of APO operations.

Key duties and responsibilities

Job Specific role description:

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.

The Skills Framework for the Information Age (SFIA) has been used to inform the requirements. In summary, DFAT seeks suitable candidates with the following relevant skillsets:

Skills/Levels:

• Delivery and operation - Technology Management - Application Support (ASUP) - Level 5
• Delivery and operation - Technology Management - System Software (SYSP) - Level 4
  
• Delivery and operation - Service Management - Problem Management (PBMG) - Level 5
  

Technical skills

Minimum 5 years' experience supporting Government IT Systems / Relevant Microsoft certifications.

About the team

Passports IT is responsible for the support and sustainment of Passport systems. We have support, service delivery and development staff and work closely with a variety of teams covering development, database administration, server infrastructure, networking and desktops.

Software Engineers Support Technical Assistance Database Development Escalation Articles Service Delivery Operations Government Reliability Change Management Availability Infrastructure Networking Technical Support Vendors Security Administration Software Testing Documentation Maintenance Business Management