Your key responsibilities: * Provide feedback to clients and management regarding the status of problems and service requests to ensure that agreed service levels and client service standards are achieved. (SFIA: CSMG 4) * Undertake change management activities associated with infrastructure provisioning. (SFIA: RELM 4) * Analyse, advise, recommend and plan maintenance upgrades or enhancements requests for the Departmental IT infrastructure. (SFIA: ITOP 4) * Research problems and resolve issues to ensure reliable and available services. (SFIA: PBMG 4) * Provide third level support and maintenance of the Departmental IT infrastructure. (SFIA: USUP 4) * Understand client's business drivers and contribute to client relationships by assisting in the performance analysis of client's infrastructure environments and making recommendations for improvement. * Undertake the development and maintenance of procedures and guidelines to ensure continuous improvement of ITS operations. * Participate in the development, design, implementation and evaluation of whole of Government IT related initiatives. * Provide and maintain timely, client focused network, problem and service management for IT services and facilities. * Provide mentoring and support to more junior engineers and support technicians in the appropriate use and support of technologies. Technical skills, abilities and cultural capability: * This role requires you to work with limited supervision in a specialist team and requires you to liaise with and build productive relationships with stakeholders within the branch and across the agency. * Maintain knowledge of current trends, industry and technology directions and product road maps for enterprise infrastructure technology. * Works on multiple activities simultaneously and adjusts priorities quickly as circumstances dictate. * Establishes and maintain working relationships with team and internal and external stakeholders. * Experience working in an ITIL based operating environment and ServiceNow. Applications to remain current for 12 months. Job Ad Reference: QLD/672801/25 Closing Date: Monday, 5th January 2026