Application Support Analyst

4 weeks ago

Melbourne, Victoria, Australia Hexagon Safety, Infrastructure & Geospatial Full time
Overview

Application Support Analyst at Hexagon Safety, Infrastructure & Geospatial

Responsibilities
  • Maintain and support existing environments (software, network configurations and application software, computer systems, services, LAN/WAN, databases)
  • Record all calls and emails into tracking system for reporting purposes
  • Maintain an excellent customer satisfaction standard
  • Train and share knowledge with others
  • Triage errors and conduct code level troubleshooting
  • Manage and track daily production problems and issues; ensure effective and timely resolution
  • Adhere to and assist in documenting and reviewing standing operating procedures (SOP)
  • Identify and prioritise issues and recommend technical solutions, coordinating with internal stakeholders
  • Maintain relationships through effective issue resolution within timeframes and proactive communication
  • Report to stakeholders on progress, performance, feedback on service and satisfaction, and maintain customer relationships
  • Support internal projects that support the Customer Service Strategy
  • Monitor and manage Hexagon Safety & Infrastructure's solutions
  • Maintain system availability in a 24/7 environment in line with contractual requirements
  • Maintain the integrity of the system's data
  • Ensure software consistency across environments
  • Ensure new products and versions are tested and certified before production
  • Monitor third-party maintenance providers to meet contract commitments
  • Develop skills to enable preventative and remedial maintenance of all system components
  • Develop and maintain working relationships within Hexagon Safety & Infrastructure and with customers
  • Liaise with technical resources on resolution of system and software issues
  • Proactively implement changes, patches and other configuration changes to applications and OS
  • Maintain system administration, configuration, process, documentation and task records
  • Work on tasks that form part of larger IT projects as required
  • Follow internal processes for logging faults
  • Proactively manage customer expectations when delivering services
  • Ensure a delivery schedule is produced for the program of work
  • Ensure appropriate backups of environments are in place
  • Maintain overall system architecture design
  • Diagnose hardware and software problems and replace defective components
  • Document processes and procedures
Education / Qualification

Tertiary level qualifications in Computer Science or related field; 4+ years of relevant work experience; Database server management experience including troubleshooting, navigation and diagnosis; strong IT support skills; ability to manage multiple technical issues and associated tracking and communication; ability to communicate with stakeholders with varying levels of technical skill; strong time management and prioritisation skills; proven ability to work quickly to meet deadlines; sound knowledge of networking protocols and security practices; experience with Application Support analysis

Position Specific Skills and Competencies
  • Knowledge and understanding of the Public Safety industry
  • Experience working in an IT vendor/service management environment
Skills and Abilities
  • Technical competence in current market computing technologies
  • Strong customer service focus and communication skills (written and verbal)
  • Analytical approach to solving technical problems
  • Ability to communicate issues and resolutions clearly
  • Time management and prioritisation skills to manage multiple requests
  • Technical competency with Windows and Microsoft products
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Software Development

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