Level 2 Application Support Specialist

4 weeks ago

Melbourne, Victoria, Australia RLDatix Full time

Transforming Healthcare through Technical Excellence

At RLDatix, we're dedicated to improving healthcare by empowering organizations with critical data insights. As a Level 2 Application Support Analyst, you'll play a vital role in ensuring the seamless operation of our connected healthcare operations platform.

Key Responsibilities:

  • Provide timely and consistent technical solutions to external customers and third parties based on service level agreements.
  • Record detailed and reproducible fault descriptions in our Ticking system (Zendesk).
  • Offer technical support in line with escalation timeframes through documented technical action plans.
  • Develop and maintain quality technical knowledge-based articles.
  • Assist Customer Support Analysts (L1) with Knowledge and Understanding.
  • Review product issues (bugs), assess their importance, impact, and priority.
  • Perform technical tasks on Cloud and On-Premises customer systems.
  • Sound understanding of the functionality of products from both an application and a system perspective (SQL, IIS, Infrastructure).
  • Documenting issue resolution steps and updating knowledge base articles.
  • Monitoring System Alerts and performance metrics
  • Performing root cause analysis and implementing temporary workarounds.
  • Deliver technical and implementation services to clients as part of planned project delivery, including:
  • Software product version upgrades/migrations and regression testing.
  • Review and writing some code and scripts HTML, SQL and Java Script. .NET is a bonus

Requirements:

  • Minimum 1-2 years of experience in a similar role.
  • Customer Support: Comfortable providing outstanding technical services for applications in a remote technical environment.
  • Industry: Experience in healthcare, specifically in staff rostering, payroll, or workforce management.
  • Team Player: A charismatic team player who enjoys resolving complex technical issues efficiently. Able to create and maintain a positive, high-energy environment fostering mutual trust, respect, and team commitment.
  • Communication: Competent at communicating technical plans of action to customers or third parties.
  • Flexibility: Available to work flexible hours to ensure mission-critical systems are operational.
  • Problem Solving: Demonstrates clear thinking under pressure and strong communication skills to maintain customer confidence in RLDatix. Gather, verify, and assess information to gain an accurate understanding of situations. Evaluate evidence, seek advice, and make clear, timely decisions.
  • Planning and Organising: Determine courses of action by breaking them down into smaller steps, planning and resourcing each step while considering potential problems.
  • Building Relationships: Develop effective relationships with colleagues and customers, responding appropriately to feedback.
  • Understanding RLDatix: Be aware of RLDatix Values, Corner Stones, strategies, policies, and procedures, and understand how the organisation operates.
  • Innovation, Flexibility, and Adaptability: Undertake tasks with a positive attitude, respond well to management and customer requests, meet business goals, and adapt to change.

Technical Capabilities:

  • Microsoft SQL Server 2008 R2 and above
  • Strong T-SQL skills
  • Develop and apply SQL scripts as required
  • Knowledge of technologies including ASP.net. SQL, VB, C#, XML, HTML5, JavaScript and JQuery with the ability to read and write code.
  • Proficient with Team Foundation Server, Visual Studio
  • Experience in IT Operations supporting a Windows enterprise environment
  • Knowledge of Remote Access Technologies (e.g., Citrix)
  • Familiarity with Development work tracking technologies; Agile development methods are used by our R&D Teams.
  • Experience with Zendesk or similar ticketing solution.

Desirable:

  • Knowledge of networking standards and connectivity
  • Database Performance Tuning expertise
  • Experience in SaaS/Enterprise-scale application infrastructure management
  • Technical proficiency across Networking, Security, Microsoft Technologies, and Hosting
  • Relevant certifications (MCITP, MCSA, VCP)
  • Microsoft Report Writer
  • SSRS Reporting

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