Technical Support Specialist

3 weeks 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 Level 2 Support Analyst, you will be responsible for maintaining and supporting systems as per agreed SLAs, resolving complex issues, and understanding business needs.

Key Responsibilities

  • Maintain and support systems as per agreed SLAs
  • Resolve complex issues
  • Understand business needs
  • Drive continuous improvement
  • Support the Level 2 team with enhanced technical capability
  • Support all application problems and issues that have an impact on normal systems operations of applications supported
  • Engage other teams as required for cross-platform issue resolution
  • Ensure timely and appropriate customer and stakeholder communication occurs so that they are fully engaged and informed on the status of all issues
  • Ensure the best internal customer experience by always providing a superior level of service
  • Ability to develop, test, and implement solutions to issues detected during troubleshooting
  • Maintain technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective, and relevant to the business needs of Coles

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, including joining and cross-referencing cells from several tables
  • Familiarity with standard database management tools and software, such as Microsoft Access, Oracle Database, and phpMyAdmin
  • Application of the Coles Values and Way of Working
  • ITIL or equivalent certification desirable

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