Infrastructure Officer

About the Position

The Australian Research Council (ARC) is seeking a motivated Infrastructure Officer to join a small team of ICT infrastructure specialists.

The Infrastructure team provides technical support and expertise across the ARC's ICT environment, maintaining and supporting the ARC’s corporate computing environment and the Research Management System (RMS) that facilitates end to end grants management for the ARC’s stakeholders and partner entities.

As an Infrastructure Officer, your role will be to provide Level 2 technical support and contribute to Level 3 infrastructure support including the administration, maintenance, monitoring and troubleshooting of the ARC’s corporate network and infrastructure environment.

The role will work across a range of technologies, including Microsoft Endpoint Configuration Manager (MECM), Microsoft Intune, Azure, Active Directory and Entra, as well as Nutanix HCI, Cisco switching and routing and other supporting systems that support the ARC's research grants management system (RMS).

The position will require you to work with a high degree of autonomy, investigate and resolve complex technical issues, assess technical risks and priorities, contribute to ICT change and improvement activities, and provide quality, risk-informed technical advice to staff and stakeholders.

Duties and Responsibilities

The Infrastructure Officer will:

• Provide Level 2 specialist technical support and contribute to Level 3 support for server, cloud networking and associated ICT infrastructure.

• Install, configure, maintain and troubleshoot enterprise hardware, software and operating systems.

• Lead the administration and governance of the administration of Microsoft 365 products and services.

• Support and maintain the administration of Microsoft Endpoint Configuration Manager (MECM), Microsoft Intune, Azure, Active Directory and Entra.

• Monitor, maintain and troubleshoot Microsoft servers and Hyper Converged Infrastructure.

• Administer, configure and troubleshoot network infrastructure, including switches, routers, firewalls and related technologies.

• Oversee backup and recovery and assist with testing recovery processes.

• Investigate technical incidents and problems, undertake root-cause analysis and implement appropriate solutions.

• Serve as a trusted technical adviser to users and stakeholders, including identifying appropriate technology solutions.

• Manage ICT incidents and service requests through the relevant service management system, ensuring issues are appropriately documented, prioritised and escalated.

• Contribute to ICT change management activities by assessing technical impacts and risks, coordinating implementation activities, preparing recommendations and validating outcomes.

• Ensure systems are configured, maintained and managed in accordance with government security standards such as the Information Security Manual (ISM) and Protective Security Policy Framework (PSPF)

• Develop and maintain technical documentation, procedures, knowledge articles and other materials to support governance, operational resilience and knowledge management

• Coordinate and deliver technology deployments, upgrades, patching and lifecycle management activities.

• Lead or coordinate discrete ICT infrastructure work packages, including planning, implementation, stakeholder communication and post-implementation review.

• Provide network support for video conferencing and other workplace collaboration technologies.

• Work collaboratively with ICT team members and external service providers to resolve technical issues and deliver ICT services.

• Identify and develop continuous improvement initiatives that enhance the reliability, security and effectiveness of the ARC's ICT environment.

Required Skills and Knowledge

The successful candidate will demonstrate:

• Demonstrated experience providing Level 2 and/or Level 3 technical support in an enterprise ICT environment, including the resolution of complex ICT infrastructure issues. Experience installing, configuring, administering and troubleshooting enterprise hardware, software and infrastructure technologies.

• Experience managing and optimising Microsoft 365 and associated Microsoft technologies.

• Experience with Microsoft Endpoint Configuration Manager (MECM), Microsoft Intune, Azure and Active Directory.

• Demonstrated experience supporting Windows 11 enterprise environments.

• Experience with desktop, server and cloud technologies, including troubleshooting and patch management.

• Understanding of networking concepts such as routing and the OSI model, and exposure to configuring network infrastructure such as switches, routers and firewalls.

• Understanding and practical application of ITIL service management principles, including incident, request, change and problem management.

• Demonstrated ability to investigate technical problems, undertake analysis and identify effective and sustainable solutions.

• Experience using remote access platforms and remote support technologies.

• Demonstrated ability to manage competing priorities and deliver outcomes within agreed timeframes.

• Strong written and verbal communication skills, with the ability to communicate technical information clearly to technical and non-technical stakeholders.

• Demonstrated ability to work collaboratively and build effective working relationships with colleagues, stakeholders and service providers.

• Ability to exercise sound judgement, work independently within established frameworks and escalate issues appropriately.

Our Ideal Candidate

Our ideal candidate is a technically capable and motivated ICT professional who enjoys working in a collaborative environment and solving complex technical problems.

You will be client-focused and demonstrate initiative, sound judgement and a strong commitment to delivering quality ICT services. You will be comfortable working independently while recognising when collaboration or escalation is required.

You will have strong analytical and problem-solving skills, with the ability to investigate issues, identify root causes and implement practical solutions. You will be adaptable and able to prioritise competing demands while maintaining a high level of service and attention to detail.

You will communicate effectively with a broad range of stakeholders and be able to translate technical information into clear and practical advice.

You will demonstrate personal drive, integrity and accountability, embrace change and continuous improvement, and uphold the APS Values and APS Code of Conduct.

• Must be an Australia citizen

• Undergo ID verification check

• Undergo a Police Check

• Currently holds or be able to obtain a Commonwealth security clearance to NV1 level.

Qualifications

Tertiary qualifications and/or relevant experience in infrastructure or related field is highly desirable.

The ARC is a non-corporate Commonwealth entity established under the Australian Research Council Act 2001 (ARC Act). It is located within the Australian Government’s Education portfolio and reports to the Minister for Education. The ARC is a vital component of Australia’s innovation and research system. It plays an integral role in supporting the research sector to produce excellent and impactful research for Australia’s economic, social, environmental and cultural benefit through the delivery of the National Competitive Grants Program (NCGP). The NCGP funds excellent pure basic, strategic basic and applied research in all disciplines except medical research. The ARC’s broader remit includes the provision of high-quality research policy advice to the Australian Government and supporting research security and integrity. It also includes promoting ethical research, evaluating the excellence, impact and depth of Australian research and expanding Aboriginal and Torres Strait Islander knowledge systems. It also facilitates partnerships between researchers and industry, government, community organisations and the international community.