The Application Support Engineer supports customer-facing technologies, provides break/fix support, and develops long-term solutions to recurring incidents.
Applying ITIL v4 practices, they restore services within specified timeframes, maintain high customer satisfaction, support customers and agencies in their digital journey on the Service Victoria platform, and deliver continuous service improvements across a multi-channel support workplace.
Key Accountabilities
Be a point of technical escalation to assist our dedicated customer support team and triage issues reported by customers/agencies whilst identifying the root cause of the customer issue.
Provide troubleshooting for the Service Victoria platform and key applications/services including Amazon Web Services (AWS), Datadog dashboards set up and maintenance, Salesforce administration.
Implement service requests, including onboarding,



offboarding and user administration and identify and log platform problems and defects with Engineering teams to support continuous improvement.
Perform system administration on supported applications to ensure service continuity for transactions.
About You
Demonstrated experience in facilitating information sessions, communicating technical advice, advocating solutions and negotiating with stakeholders.
Demonstrated experience in assessing client needs, delivering appropriate solutions and evaluating individual or agency actions against service agreements.
Knowledge and understanding of relevant legislation, regulations, policies and processes.
Ability to diagnose, triage and resolve technical incidents.
This role is a 12 month fixed term.
This position is only open to applicants with relevant rights to work in Australia.
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📌 Level 2 Or 3 It Support Engineer (Melbourne)
🏢 Trouble Free Computing Solutions
📍 Melbourne