Infrastructure and Data Operations Support Officer

5 days ago

Brisbane, Australia Parliamentary Service Full time

**The primary objectives of the position are**:
*
- Provide technical support that ensures server, infrastructure, cloud and any relevant storage or data operations run and are optimised, and any operational issues are resolved in a timely manner including through escalation to vendors for L3 support if required.
- Provide assistance where necessary across the IT Technology Operations team to ensure the best outcome for customers and the organisation's operations
- Work collaboratively and constructively within the team and across the other IT Services teams to support capability development, seamless delivery to customers and fit for purpose and secure IT services.

**Duties and responsibilities of the position include**:
*
- Monitor operational performance and work with others in IT to maintain security and BCP requirements, deliver updates, and implement strategies to optimise performance of the technology.
- Provide second and, where possible, third level technical support in response to customer or operational issues ensuring timely escalation to vendors for resolution and high priority issues are resolved to minimise operational impact.
- Deliver and oversee replacements, updates and upgrades including ensuring security requirements are maintained and improved.
- Complete activities as required in relation to databases including maintenance functions, backups and reporting to meet operational needs.
- Provide technical support and input to projects, to ensure effective implementation and change management.
- Ensure all required system / technical documentation and asset administration is completed as required for asset management and appropriate technical recordkeeping.
- Provide support and assistance to customers in issue resolution, demonstrating sensitivity to their needs and a responsiveness focus, to ensure a seamless and positive customer experience.
- Educate and train, at point of need, in the operation of computer software and hardware to support customer capability uplift and a positive experience.
- Support and provide technical leadership across the IT Services unit, using appropriate engagement and communication styles, to contribute to a positive team culture, with a focus on collaboration and the customer experience.
- Mentor the service desk team to improve team member capability and build and consolidate the unit's knowledge base.

Applications
*
- Proven experience delivering enterprise-wide support for servers, infrastructure, cloud and any relevant storage or data operations, upgrades, maintenance (including security) and performance improvements in a geographically dispersed organisation and a time critical and sensitive environment.
- Demonstrated ability to contribute to problem solving across the IT operating environment and trouble shoot and diagnose complex technical problems and recommend a course of action to solve the issue while remaining calm under time pressures.
- Written and interpersonal communication skills to support preparation of documentation, relationship building with customers and team members, showing sensitivity to different customer needs and communicating technical information simply.

**Applicants**: please note you are not required to address the selection criteria, please follow the instructions detailed above.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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