Please Note: Only Australian Citizens or Permanent Residents of Australia will be considered for this position.
About the role
We are looking for a confident and passionate Application Support Specialist who can assist both clients and internal team members with application environments. This role places a strong emphasis on leading data analysis and visualization within customer reporting tools, particularly Power BI and Tableau.
- Oversee support tickets to ensure compliance with customer service level agreements, including response time, updates, and issue resolution targets
- Offer assistance to customers across various solutions, encompassing hardware, hypervisors, operating systems, and applications.
- Proficiency in working with visualization tools like Power BI or Tableau is a valuable asset for this role
- Analyse the root causes of recurring and persistent issues by collaborating with internal colleagues and external vendors
- Coordinate consecutive support tickets with third-party vendors and generate post-incident review documentation as needed.
- Implement solutions, including the rollout of software updates, configuration modifications, and script development
- Perform remote software deployment for customer systems.
- Conduct routine scheduled system assessments for customer environments. These assessments extend beyond fundamental checks of application processes and logs, emphasizing system performance and efficiency.
- Support team members in testing new software releases, encompassing both the company's proprietary software and third-party applications.
- Conducted advanced administrative training for client staff members in OBM, Tableau, and Power BI.
- Create documentation for change implementation, including Methods of Procedure (MOPs) and change requests.
- Conduct remote software deployment for customer systems.
- Support in reporting, which includes:
- Streamlining the existing report set to eliminate redundancy.
- Crafting reports to document customer-related impacts for faults.
- Creating near real-time reports to aid in network operational management.
- Generating new reports to fulfill client-specific needs.
Culture
Experience a gratifying and enriching work environment that recognizes your contributions and fosters a strong sense of teamwork among colleagues. Be a part of a dynamic company that is rapidly expanding, working with a bespoke application.
Skills & experience:
- Possess a minimum of three years of experience in an Application Support role (Client facing role)
- Strong understanding of software deployment processes and methodologies.
- Demonstrated expertise in utilizing data visualization tools, specifically PowerBI and Tableau is essential
- Proficiency in troubleshooting and resolving technical issues independently and collaboratively.
- Excellent communication skills, both written and verbal, with a customer-focused approach.
- Ability to perform thorough and detailed investigations to identify root causes of problems.
- Experience in working with remote teams and coordinating support activities with third-party vendors.
- Familiarity with scripting and coding languages is a plus.
- Strong organizational skills and the ability to manage multiple tasks and priorities effectively.
- How to apply
Click APPLY or contact Sinead Dooley (sineadd@thenetworkit.com) OR call 0493689924 for a confidential discussion.
