Level 2/ Level 3 Support Officer

13 hours ago

Melbourne City Centre, Australia HAYS Full time

Join one of Victoria's Emergency Services Providers for this Permanent position offering great career growth

**The Company**

One of Victoria’s primary Emergency Service Organisations who serve to protect communities across Melbourne and Victoria’s major regional centres 24 hours a day, seven days a week. Their highly trained people work proudly as one within the Emergency Services Sector, consisting of more than 3500 Emergency employees and 540 corporate, administrative, technical, workshop, and apprentices.

**Your Role**

The primary purpose of the Client System Architect position is to design, develop, implement, and support Standard Operating Environments (SOE) for end user systems and mission-critical services.

You’ll also investigate technical problems and develop solutions, provide second and third level support to internal and external customers for escalated and complex hardware and software issues and service requests.

**Responsibilities**
- Provide **second and third level support** to customers in relation to escalated or more **complex software, hardware and network related incidents** and requests
- ** Design, configure, deploy, and maintain the Standard Operating Environment** for Corporate, Operational, and Emergency Response related computing environment to achieve optimum performance, security, and reliability
- ** Configure, test, package, deploy, and support End User and Emergency Response **computing hardware and software, including **Electronic Document Management systems** to ensure performance, reliability, and compliance with licence and security restrictions
- Administer the **Microsoft System Centre Configuration Manager (SCCM)** environment in relation to OS, software and patch deployment and associated maintenance activities
- Manage **Active Directory** in relation to administering and configuring software and the SOE
- Identify opportunities for improvement and investigate recurring issues, ensuring that causes are recorded and solutions/ preventative measures are implemented efficiently
- Ensure all work complies with department **ITIL processes**, and contribute to department knowledge management activities, including maintaining documentation on SOE and software configuration and deployment
- Ensure staffing coverage during standard operating hours, by adjusting start/ finish times to meet business requirements and staff absences

**Experience Required**
- Experience providing **Level 2 & Level 3 support** and building and maintaining internal and external customer satisfaction
- Extensive experience in **SOE development, software packaging, and deployment**:

- Extensive experience **supporting end user hardware, software, and operating systems**:

- Experience and **skills in scripting**:

- Extensive experience in **administering an SCCM environment**:

- Experience in **Active Directory, network infrastructure and protocols**:

- Excellent analytical, fault-finding, and resolution skills
- Tertiary qualification in IT
- ITIL Foundation Certificate

**Next Steps**

2807132

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