Senior Support Analyst/Engineer

• Senior Service Desk Analyst

• 6-month contract

• Hobart

• Bureau of Meteorology

• Able to obtain Baseline

Overview

End User Computing (EUC) requires an APS 6-equivalent Senior Support Engineer to backfill a Hobart-based role from 1 October 2026 to 31 March 2026 to provide Level 1 and Level 2 ICT technical support to end users across the Bureau. This role, based in Hobart, will provide end user support to subscribers of ICT services including (not limited) to auditing, configuration, maintenance including support of software, hardware and associated peripherals within supported ICT operating environments, as well as provide advice, recommendations and report on all matters pertaining to ICT on both corporate and operational issues, in particular those related to the flow of meteorological information.

Responsibilities

• As a member of the Service & Infrastructure Management group within the EUC sub-section, address user requirements regarding: building / configuration and deployment, including ongoing maintenance and continuous support for both hardware and software aligned to supported organisational ICT environments.

• Provide input into the operational tools and processes including workflows that manage and administer systems that support ICT supported operating environments.

• Provide proficient advice and recommendations including being able to report on all matters pertaining to ICT aligned to the EUC service remit.  Drive the "shift-Left" strategy across EUC with the focus on continuous process improvements and moving issue resolution to the front line or as close to the customer as possible.

• Utilise knowledge base techniques in providing prompt service delivery including demonstrated customer service techniques for matters pertaining to ICT.  Utilise problem solving skills and an ability to coordinate activities with other subject matter experts including external parties when required.

• Ensure the use of IT Service Management processes including ITIL service delivery processes are being adhered to for matters pertaining to all EUC services.

• Comply with all Bureau work, health and safety policies and procedures, and take reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct.

• Commitment to APS Values, Employment Principles, Code of Conduct and the Bureau's Social Justice Strategy

Desirable

• roven knowledge and experience in varied ICT operating environments. 

• Proven system administration skills to support operating ICT environments (Corporate and Operational), including proven experience skillset in Linux and Windows systems.

• Proven experience with building / configuring and ongoing maintenance for services such as (not limited to) Video Conferencing and IP Telephony - VOIP / SIP and Mobile proven skillset in Cisco, Polycom and iOS.  Proven extensive experience in varied collaboration toolsets such as Cisco Jabber / Microsoft Teams and SharePoint.  

• Proven high level of experience and an ability to work with other Level 2 & 3 resolver groups in the coordination and or management of:

• ICT facilities

• Server configuration and management

• Networking configuration and management

• ICT Desktop, Workstation maintenance via ICT Change Management processes:

• Desktop patch management and scheduled application updates

• Workstation patch management and scheduled application updates

• Proven team management techniques including proven ability to monitor team workloads.

• Demonstrated experience in working with Active Directory, Group Policy, System Centre Configuration Manager (SCCM) and Endpoint Security, such as Windows Defender.

• Proven knowledge base techniques in providing prompt service delivery including demonstrated customer service techniques for matters pertaining to ICT. Proven analytical and problem-solving skills and an ability to coordinate activities with other subject matter experts including external parties such as vendors.

• Demonstrated ability to work flexibly and cooperatively with others to achieve team goals, SLA's and KPI's.  Proven ability to set work priorities, meet deadlines and continuously develop workflows and procedures aligned to practices being undertaken with an emphasis of continuous service improvements.

• Proven understanding of ITIL framework, Change, Request, Incident and Problem Management processes (ITIL certification highly desirable). 

• Proven understanding of ITIL service delivery concepts and procedures.  Proven experience with actively supporting ICT systems using an IT Service Management (ITSM) processes.

• Relevant industry certification, such as, Cisco Certified Network Associate (CCNA), Microsoft Certified Engineer (MSCE), Red Hat Certified Engineer (RHCE)

• Proven sound liaison and communication skills (Written and Verbal) and the ability to provide input into (not limited to):

• Standard Operating Procedures (SOP's)

• Knowledge Base (KB)

• Proficiently resolving service requests / incidents

• Input into ICT continuity documentation

• Input into, and ongoing maintenance of Go Live Documentation

• Presenting at meetings, key stakeholder forums on matters related to ICT support / end to end workflows or matters pertaining to remits aligned to EUC