Updated on 23 Dec 2019
- Develops support procedures and strategies for systems, networks, operating systems and applications development, solves problems and provides technical expertise and direction in support of system infrastructure and process improvements, and diagnoses and resolves complex system problems.
- Skill Level: 1
- Alternative Titles
- Support Analyst
- Support Architect
- Skills Assessment Authority: ACS | ACS-FAQ | Your Career | My Future
- Caveats: No caveats apply to this occupation.
Group: 2632 ICT Support and Test Engineers
- develop procedures and strategies to support, create, maintain and manage technical quality assurance processes and guidelines and systems infrastructure, investigate, analyse and resolve system problems and performance issues, and test the behaviour, functionality and integrity of systems.
- scheduling and conducting quality audit inspections, and analysing and reviewing systems, data and documentation
- identifying variations and potential high risk areas in securing adherence to standards and procedures
- recommending corrective action plans and improvements in the resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures
- communicating, educating and liaising with users and management to ensure awareness and adherence to standards, procedures and quality control issues and activities
- assisting in troubleshooting, diagnosing, testing and resolving system problems and issues
- developing, conducting and providing technical guidance and training in application software and operational procedures
- analysing, evaluating and diagnosing technical problems and issues such as installation, maintenance, repair, upgrade and configuration and troubleshooting of desktops, software, hardware, printers, Internet, email, databases, operating systems and security systems
- testing, identifying and diagnosing functionality errors and faults in systems, and programming code within established testing protocols, guidelines and quality standards to ensure systems perform to specification
- performing organisational systems architecture reviews and assessments, and recommending current and future hardware and software strategies and directions
- creating and reviewing technical documentation such as procedural, instructional and operational guides and manuals, technical reports and specifications and maintenance inventory systems
- Skill Level
- Most occupations in this unit group have a level of skill commensurate with a bachelor degree or higher qualification. At least five years of relevant experience and/or relevant vendor certification may substitute for the formal qualification. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification (ANZSCO Skill Level 1).