Systems Engineer

Overview

The Department of Foreign Affairs & Trade seeks multiple skilled Application Support Engineers to deliver technical assistance and maintain software applications used by the Australian Passport Office (APO). This role demands experienced professionals capable of providing high-level application support and collaborating across teams.

Key Responsibilities

• Administrate systems, monitor performance, and provide level 2 and level 3 technical support.
• Oversee system monitoring and reporting, implementing continuous process enhancements to improve availability and system reliability.
• Diagnose and troubleshoot technical issues, offering expert guidance to stakeholders.
• Manage escalation processes with vendors ensuring thorough documentation in incident management systems.
• Act as a technical resource for projects and everyday operations, supporting testing and delivery of technical solutions.
• Deploy software updates, patches, and fixes adhering to change management protocols.
• Develop and update operational documentation and Knowledge Base Articles to assist level 1 support personnel.
• Follow all set safety, security, and quality compliance standards.

Required Expertise and Skills

• At least five years’ experience supporting government IT systems or holding relevant Microsoft certifications.
• Proficient in application troubleshooting, issue diagnosis, testing, and problem resolution.
• Experienced with scripting languages such as PowerShell and automation of tasks.
• Intermediate to advanced knowledge of Transact SQL (T-SQL) and strong familiarity with SQL database platforms.
• Experience collaborating with software development teams and understanding of the Software Development Life Cycle (SDLC).
• Familiarity with ITIL processes, including Incident, Problem, Change, and Release Management.
• Strong analytical and problem-solving skills to manage complex technical challenges effectively.

Preferred Qualifications

• Administration skills for Windows Server and Linux operating systems.
• Experience in release automation using Azure DevOps or comparable tools.
• Capability to juggle multiple tasks, prioritize dependencies, and handle risk management efficiently.
• Excellent verbal and written communication alongside strong interpersonal skills.

Framework Standards

This opportunity aligns with the Skills Framework for the Information Age (SFIA) classifications, including:

• Application Support (ASUP) - Level 5
• System Software (SYSP) - Level 4
• Problem Management (PBMG) - Level 5