Senior Support Engineer

Description:

The Bureau of Meteorology is seeking a qualified End User Computing (EUC) engineer to provide Level 1 & Level 2 Information and Communications Technology (ICT) technical support in all its offices - Nationwide (including Bureau remote offices) based out at the Bureau's Darwin office as part of a team spread across multiple offices.
The successful applicant will be a key member of the Service & Infrastructure Management - End User Services (EUS) section within the Data and Digital group and on a day-to-day basis provide end user support to subscribers of ICT services including (not limited) to auditing, configuration, maintenance including support of software, hardware, and associated peripherals within supported ICT operating environments namely - Windows, Linux, and Apple environments. The successful applicant will also be expected to provide advice, recommendations and report on all matters pertaining to ICT on both corporate and operational support related to the flow of meteorological information. In addition, the successful applicant will be required to provide proficient support (not limited) local area network, video conferencing including telephony technology, mobile telephony including support for a varied collaborative systems/application tools set.
A calm assertive demeanour is required to ensure accountabilities are assigned and blockages overcome. The successful applicant will have proven practical experience in dealing with internal colleagues including senior leaders and external customers including vendors.
The successful applicant will be ITIL certified and will be expected to participate in the development, implementation, and continuous service improvements.
The successful applicant will hold a Baseline security clearance, upgrading to Negative Vetting Level 1 (requirement for this role).
The successful applicant will have proven excellent written and verbal communication skills which will be required to liaise with internal colleagues, support teams, management, customers including vendors.
The successful applicants may be required to be available for on-call roster basis - applicable penalties applied.
The key duties of the position include
The responsibilities of the role include but are not limited to:

• Established system administration skills across supported operating environments (Windows, Linux and Apple) including ability to apply security practices being adopted/mandated across meteorological systems.
• Provide oversight and support (locally and via remote control toolsets) of computing infrastructure, including, and not limited to hardware and software for all areas of responsibility (not limited):
• Melbourne Office including any associated warehouses
• Bureau Operational Centres (Nationwide)
• State Offices
• Server and Communication facilities/rooms
• Training facilities and meeting rooms
• Observation Technology Operational Hubs including related Maintenance Centres
• Embedded Operational Sites
• Nationwide Remote Field Offices
• Provide proficient advice and recommendations including being able to report on all matters pertaining to ICT aligned to the EUS services remit. Promote the "shift-Left" strategy across EUS with the focus on continuous process improvements with a focus on self-service.
• Utilise analytical skillset including an ability to contribute into ICT continuity/improvement processes which will feed into overall Business continuity processes and Disaster Recovery Plans for areas of responsibility.
• Utilise knowledge base techniques in providing prompt service delivery including demonstrated customer service techniques. Utilise problem solving skills and an ability to coordinate activities with other subject matter experts including external parties such as vendors when required.
• Engage with key stakeholders on a range of ICT matters, providing advice and feedback with a view to resolve or triage with an emphasis of service improvement including (not limited) attending key stakeholder forums and leadership forums.
• Proven understanding of ITIL concepts with a focus on Incident, Problem and Change Management.
• Use sound liaison and communication skills (written and verbal) and the ability to provide input into (not limited):
• Standard Operating Procedures (SOP)
• Knowledge Base (KB)
• Proficiently resolving service requests/incidents whilst managing expectations (measured against SLA's and KPIs)
• Contribute into ICT continuity group plans
• Use IT Service Management processes to support services and requests, including ITIL service delivery for matters pertaining to all EUS services.
• Work flexibly and cooperatively with others to achieve team goals. Set work priorities, meet deadlines, and continuously develop workflows and procedures aligned to practices being undertaken with an emphasis of providing continuous service improvements.
• Actively apply the principles and practices of Workplace Health and Safety, Workplace Diversity, Participative Workplace Practices, and other elements of the Bureau's Social Justice Strategy. http://www.bom.gov.au/careers/social-justice.shtml
• Complying with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct.