Technical Support Analyst

We are seeking a Level 2 Support Analyst to join the AI Unit within state government. This team leads the delivery and operation of secure, scalable AI services that support critical initiatives and drive improved service delivery across Queensland.

In this role, you will operate within a structured multi-tier support model, playing a key part in maintaining the stability, security, and reliability of AI services hosted on the Queensland Government AI Platform.

Key Responsibilities

Triage and resolve incidents, escalating complex issues to specialist teams when required.

Apply approved configuration updates and maintain service continuity.

Manage tickets and workflows in Jira Service Management , ensuring accurate updates and timely resolutions.

Contribute to operational reporting and service performance metrics.

Keep stakeholders informed and engaged throughout the support process.

Collaborate with engineering and specialist teams to drive continuous service improvement.

About You

We recognise that every candidate brings unique skills, experience, and potential. In assessing suitability, we will consider :

Your technical knowledge, experience, and behaviours.

Your potential to grow and contribute to the team.

Your ability to support workforce diversity objectives.

To thrive in this role, you will demonstrate :

Experience supporting multiple software applications within an ITIL-aligned service management framework .

Strong capability in incident triage, ticket management, and operational reporting.

Ability to troubleshoot and resolve Level 2 incidents, using sound judgment to escalate where necessary.

Understanding of generative AI technologies , ideally including Azure Generative AI Services (Azure OpenAI, Azure Search, Document Intelligence).

Excellent communication skills, with the ability to explain technical issues to a variety of stakeholders.

Strong analytical and problem-solving skills, with a focus on identifying recurring issues and recommending improvements.

A collaborative mindset, working effectively as part of a multi-disciplinary team.

If this is something you’d like to be considered for click Apply Now