L1 and L2 Support Officer

2 weeks ago

Brisbane, Queensland, Australia Softtest pays pty Full time $60,000 - $90,000 per year


Job Description:

Australian Citizens residing in Australia only respond.

Essential criteria

1. Customer Service Support CSMG Level 3: Managing and operating service desk functions. o Acts as the routine contact point, receiving and handling requests for support. o Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. o Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. o Contributes to creation of support documentation.

2. Incident Management USUP Level 4: Coordinating responses to incident reports, minimising negative impacts and restoring service as quickly as possible. o Ensures that incidents are handled according to agreed procedures. o Prioritises and diagnoses incidents. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. o Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents. o Contributes to testing and improving incident management procedures.

3. Problem Management PBMG Level 4: Managing the life cycle of all problems that have occurred or could occur in delivering a service. o Initiates and monitors actions to investigate and resolve problems in systems, processes and services. o Determines problem fixes and remedies. o Collaborates with others to implemented agreed remedies and preventative measures. o Supports analysis of patterns and trends to improve problem management processes.

4. IT Infrastructure ITOP Level 2: Deploying, configuring and operating IT Infrastructure. o Carries out routine operational procedures, including the execution of specified automation tools/scripts. o Amends existing automation tasks under supervision to gain a basic understanding of the scripting language/automation tools. o Contributes to maintenance and installation. Monitors and reports on infrastructure performance to enable service delivery. Resolves issues or refers to others for assistance.

5. Systems Installation and Removal HSIN Level 3: Installing and testing, or decommissioning and removing, systems or system components. o Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client. o Uses standard procedures and diagnostic tools to test installations, correct problems, and document results. o Records details of all components that have been installed and removed. Assists users and follows agreed procedures for further help or escalation. o Contributes to the development of installation procedures and standards.

6. Application Support ASUP Level 3: Delivering management, technical and administrative services to support and maintain live applications. o Follows agreed procedures to identify and resolve issues with applications. o Uses application management software and tools to collect agreed performance statistics. o Carries out agreed applications maintenance tasks. QUALIFICATIONS Mandatory: Academic or Vocational certification in Technology and/or appropriate industry better practice standards and frameworks

Desirable criteria

1. ITIL Framework Certification Vocational certification in Microsoft Technology Scrum certification.



Required Skills:

Incident Management
BASIC
Handover
Escalation
Service Delivery
ITIL
Instructions
Components
Statistics
Scrum
Infrastructure
Automation
Records
Documentation
Software
Testing
Customer Service
Maintenance
Management


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