Description
Are you an Application Support Analyst looking for a new challenge? Are you seeking the opportunity to work for a successful, growing, profitable company?
This is an excellent opportunity to get involved with a market leader in the provision of defence/healthcare workforce and corporate governance solutions.
The position is responsible for advanced application support and technical leadership.
Your role will include the following responsibilities:
- Providing timely & consistent technical solutions to external customers & third parties based on service level agreements, and to support Implementation Consultants who are engaged in client-services deployments
- Providing technical leadership, coaching & mentoring of the customer support team
- Providing timely & consistent data to Continuing Engineering via the defect tracking system
- Providing advanced technical support & leadership
- Assisting with the development of a structured technical triage & escalation framework for a timely and consistent customer support experience
- Ensure content of technical training courses required to support products & ensure products are designed for supportability
- Improving the availability of quality technical knowledge-base articles through authoring and validating technical FAQs or other technical root cause reports
- Ensuring the technical readiness of the customer support team to support new product releases and upgrades
- Developing strong customer relationships
- Deliver proactive & preventative customer support activities
- Working collaboratively with other teams (including Products, Client Services & Sales) to achieve a high degree of internal and external satisfaction
You should have the following skills and experience:
- You must be an Australian Citizen for Security Clearance purposes
- Candidates successful in this role will be at ease with providing outstanding technical support for applications in a remote technical environment
- Competent at communicating technical plans of action to customers or third parties and should be available to work all hours to ensure a mission critical system is returned to operation in the shortest possible timeframe
- Able to demonstrate clear thinking under pressure and communication skills that will ensure client confidence is maintained
- Charismatic team player that enjoys challenges to resolve complex technical issues in the simplest and most effective manner
- Able to create and maintain a positive, high-energy environment that fosters mutual trust, respect and a commitment to the team itself
- Willing to travel and participate in activities that fall outside the local business hours of their geographic location
Technical Capabilities:
- Microsoft SQL Server and strong T-SQL (DBA certification is preferred)
- Familiarity with defect tracking technologies is required; Fog Bugz is used (experience desirable)
- Oracle DBA and My-SQL skills (desirable)
- Remote Access Technologies (desirable - Citrix and/or N3 preferred)
- Microsoft Active Directory skills (desirable for supporting Implementation teams)
- Microsoft Dynamics CRM is used (experience desirable)
- Business Objects reporting skills (desirable)
- Visual Basic, ASP.net & C# diagnostic skills (desirable)
- IIS Administration & Diagnosis (desirable)
- An understanding of Adobe Flex (desirable)
If your skills and experience match the above criteria, please apply via the link and contact James Perry on .