Technical Support Specialist

5 days ago

Newcastle, New South Wales, Australia Australian Broadcasting Corporation Full time

About The Australian Broadcasting Corporation

We are the nation's most trusted and independent source of Australian conversations, culture, and stories.

Our team is comprised of over 4,000 employees from diverse backgrounds across Australia and overseas. We pride ourselves on creating, curating, and delivering high-quality content that informs, educates, and entertains Australian communities.

Job Description

This role involves proactively monitoring and supporting corporate application systems to meet agreed service levels by resolving incidents, performing application maintenance, and actioning user requests. This provides an effective second-level application support service to ABC business stakeholders.

Key Accountabilities:
  • Under limited direction, carry out complex technical work and maintain operational support of business applications to agreed service levels.
  • Liaise and coordinate with IT teams, business, and application vendors ensuring the ongoing support, maintenance, upgrades, and resolution of technical and operational issues to agreed service levels.
  • Troubleshoot complex second-level application support incidents and problems, providing workarounds where applicable for efficient resolution.
  • Contribute to minor capital project assignments as required and participate in or undertake project work as assigned.
  • Undertake the enhancement and testing of applications in accordance with application development standards.
  • Monitor for problem trends within the systems, including system performance, and implement pre-emptive monitoring strategies.
  • Review and manage application software patches and upgrades proactively to ensure technical compliance.
  • Prepare and maintain technical documentation, including system documentation, operational procedures, and processes.

Estimated Salary: $120,000 - $150,000 per annum

Required Skills and Qualifications:
  • Relevant tertiary qualifications or equivalent skills, knowledge, and experience in a computing related field or a second-level application support role.
  • Demonstrated advanced problem-solving skills with the ability to investigate, analyse, diagnose, and solve complex technical problems.
  • Advanced knowledge and skills in application environments and technologies with particular emphasis on AWS, SQL, Unix, .NET, or other programming languages. Experience in workflow applications such as Nintex or Noggin is highly desirable.
  • Demonstrated experience in the full lifecycle of application support, integration, and implementation in a multi-client and complex technology environment.
  • Extensive experience in supporting and maintaining a range of IT applications; including the use of quality processes such as ITIL.
  • Demonstrated high-level analytic and problem-solving skills with the ability to learn and adapt to new technologies and processes. Aptitude for accuracy and attention to detail is essential.
  • Excellent communication and interpersonal skills, with the ability to liaise and communicate effectively with internal clients/colleagues and convey or translate complex technical information to target audiences.
  • Advanced organisational skills with a commitment to meeting deadlines, and an understanding of project management principles.
About Product & Technology:

Product & Technology (P&T) is responsible for delivering the technology and services that enable the ABC to fulfill its creative, strategic, and business goals. The scope of activities and responsibilities of P&T ranges from keeping ABC programs and services on-air and online to delivering on key projects and assisting in setting the technology strategy and architecture for the ABC.

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