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Technical Support Specialist

2 months ago

Camberwell, Victoria, Australia coles Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Coles. As a Technical Support Specialist, you will be responsible for providing advanced technical support to our customers and stakeholders, ensuring that they experience minimal impact from technical issues.

Key Responsibilities
  • Maintain and support systems as per agreed Service Level Agreements (SLAs)
  • Resolve complex technical issues and provide analytical and operations support to the running and enhancement of existing production systems
  • Drive continuous improvement and support the Level 2 team with enhanced technical capability
  • Support all application problems and issues that have an impact on normal systems operations
  • Engage other teams as required for cross-platform issue resolution
  • Ensure timely and appropriate customer and stakeholder communication occurs
  • Develop, test, and implement solutions to issues detected during troubleshooting
  • Maintain technical and product knowledge and expertise through research and self-development
Requirements
  • Experience in supporting business-critical applications
  • Demonstrated experience in leading resolution activities
  • Ability to influence and work closely with other teams to achieve results
  • Demonstrated experience and understanding of operational environment and processes
  • Demonstrated experience supporting complex integrated applications
  • Strong analytical and problem-resolution skills
  • Strong written and verbal communication skills
Commercial Skills and Formal Qualifications
  • Bachelor's degree (or equivalent qualification) in software development, computer science, business intelligence, information technology, data management, or other related fields, as well as IT Retail industry experience
  • Ability to innovate and problem-solve
  • Intermediate to Advanced knowledge of database procedures and Microsoft SQL Server concepts
  • Intermediate to Advanced knowledge and experience in PowerShell
  • Knowledge of one or more SQL variant, such as MySQL, MSSQL, and PostgreSQL
  • The ability to create fast and efficient database queries
  • Familiarity with standard database management tools and software
  • Application of the Coles Values and Way of Working
  • ITIL or equivalent certification desirable