Senior Application Support Specialist

3 weeks ago

Sydney, New South Wales, Australia Snow Full time
Job Description

The Senior Application Support Specialist is a key member of the Snow team, responsible for providing exceptional technical support to our customers and partners. This role requires a deep understanding of Snow's products and a strong ability to troubleshoot complex issues.

Key Responsibilities
  • Diagnose and troubleshoot complex technical issues in customer environments
  • Provide technical support and maintenance on all Snow products
  • Collaborate with the support teams to upskill their knowledge on Snow products, known issues, and troubleshooting skills
  • Continually prioritize workload to ensure proactive review of cases and reduce mean case ageing
  • Create content within the support knowledge base to share knowledge for new issues in a timely and effective manner
Requirements
  • Minimum 3 years' experience in a technical application support role
  • Strong communication and interpersonal skills
  • Customer-focused can-do attitude
  • Excellent time management, decision-making, prioritization, organization, and collaboration skills
  • Intermediate to Advanced (Unix and SQL) skills, including experience in SQL DB troubleshooting, SQL Profiler, Stored Procedures, SQL query analysis, and SQL query error troubleshooting
  • Strong networking/connectivity skills to diagnose complex connectivity issues
  • Advanced technical diagnostic, troubleshooting, and problem-solving skills in client and server technologies
  • Self-starter, capable of self-paced learning on the job
  • Welcomes challenging environments to apply specialist skills, maintaining customer confidence
  • Be able to create, maintain, and improve technical knowledgebase articles (KCS)
  • Knowledge of O365 (configuration and administration knowledge desired)
  • Advanced knowledge in one or more of the following operating systems: Microsoft Windows, Linux, Unix, and OS X
  • Experience with PowerShell, IIS, and command prompt
  • Technical knowledge of any cloud-based technology would be a plus (AWS & Azure)
  • You must be an Australian citizen or permanent resident or a New Zealand citizen, or hold a valid visa with permission to work without any hours or time limitation

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