JOB SUMMARY: The Level 3 Engineer provides advanced technical support, troubleshooting, maintenance, and engineering services for an enterprise capability. Reporting directly to the Senior Manager - Engineer, who serves as the program's Technical Authority, the role supports system availability, incident resolution, software maintenance, configuration management, and engineering change activities across the enterprise environment. The Level 3 Engineer serves as the primary escalation point for complex technical issues that cannot be resolved by the Level 1 Service Desk and applies a comprehensive understanding of engineering principles, practices, and technologies to diagnose and resolve a diverse range of technical challenges. Operating with a high degree of autonomy, the role adapts established methods to address unique circumstances, develops practical and innovative solutions, and contributes to continuous service improvement. The position also builds effective working relationships across the program team, provides technical guidance to others as required, and collaborates with internal and external stakeholders to support successful delivery of enterprise services. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Oversee system integration initiatives, addressing compatibility factors between hardware, software, and network components. 

Diagnose intricate system failures, applying specialized knowledge to recommend lasting resolutions. 

Provide advanced technical support, troubleshooting, and engineering services for an enterprise system. 

Serve as the primary escalation point for complex incidents and technical issues that cannot be resolved by the Level 1 Service Desk. 

Perform maintenance, software updates, system upgrades, and configuration changes in accordance with approved engineering and change management processes. 

Monitor system performance and reliability, proactively identifying risks, trends, and degradation, and implementing improvements to enhance availability and resilience Create, maintain and improve technical documentation, maintenance records, and engineering artefacts in accordance with contractual and program requirements. 

Engage in on-call support arrangements and contribute to continuous improvement initiatives, engineering governance activities, and operational support objectives. 
 

BACKGROUND AND EXPERIENCE:  

• Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience. 

• Comprehensive understanding of engineering principles and the ability to adapt to new challenges. 

• Strong interpersonal and persuasion skills for collaborating with varied audiences. 

• Demonstrated competence in leading or influencing key tasks within a project. 

• Proven track record of solving complex engineering problems with creativity and sound judgment. 

• Experience supporting software deployments, system upgrades, configuration changes, and lifecycle sustainment activities. 

• Working knowledge of configuration management, change management, and IT Service Management (ITSM) processes and tools. 

• Experience working within Defence, Government, or other highly regulated environments is highly desirable. 

• Demonstrated ability to communicate effectively with technical and non-technical stakeholders and work collaboratively within a multidisciplinary team. 

• Relevant industry certifications (ITIL, Microsoft, Cisco, VMware, Security+, Kubernetes, etc.) desirable.  

• Australian Government NV2 clearance (or ability to obtain and maintain).