Technical Support Officer

Technical Support Officer - Level 2
Rate: $58/hr + Super
Duration: Till 18th December

About the Role
 
We are seeking an experienced Applications Support Analyst to provide Level 2 technical support, maintenance and continuous improvement across a large and diverse corporate application environment.
 
Working within the ICT Technical Operations team, you will investigate complex application issues, identify root causes and deliver effective resolutions in line with agreed service levels. You will also manage application access, monitor system performance and contribute to application enhancements and integrations.
 
Key Responsibilities

• Provide Level 2 technical support across corporate applications.
• Investigate, diagnose and resolve complex application incidents and problems.
• Identify root causes and implement appropriate technical solutions.
• Provide escalation support to the ICT service desk and customer-experience team.
• Manage application accounts, users, permissions and secure access.
• Monitor application performance, availability and usage.
• Prioritise and manage incidents, service requests, problems and changes within agreed SLAs.
• Maintain and support applications operating across the organisation's standard operating environment.
• Collaborate with ICT specialists, vendors and business stakeholders to ensure applications are properly integrated and functioning effectively.
• Support the maintenance, development and enhancement of corporate applications.
• Document technical issues, configurations, solutions and support procedures.

Skills and Experience

• Experience providing Level 2 support and maintenance across corporate applications.
• Strong troubleshooting, root-cause analysis and problem-solving skills.
• Experience with Microsoft 365, Windows 10/11, Active Directory, Citrix and cloud technologies.
• Knowledge of incident, problem and change-management processes.
• Experience using an ICT service-management or ticketing system.
• Ability to manage multiple support requests within agreed SLAs.
• Strong stakeholder communication and customer-service skills.
• Relevant ICT qualifications or extensive equivalent experience.
• A current driver's licence.

Experience supporting ERP, EDRMS, GIS, property, customer-request, website, facilities or library systems will be highly regarded.