Technical Support Specialist
2 weeks ago
Overview
At RLDatix, we are committed to improving healthcare by enabling a world where patients receive the best and safest care possible. Our connected healthcare operations platform combines software and trusted services to empower organizations with critical data insights across risk, safety, compliance, provider lifecycle, and workforce management.
We are seeking a highly skilled Level 2 Application Support Analyst to join our APAC Customer Support team in Australia. This role is responsible for managing technical application issues reported by customers through the customer portal or over the phone.
Job Description
- 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 ticketing 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.
Key Responsibilities
The successful candidate will have:
- A minimum 1-2 years of experience in a similar role.
- Strong technical skills, particularly in Microsoft SQL Server 2008 R2 and above, T-SQL, ASP.net, SQL, VB, C#, XML, HTML5, JavaScript, and JQuery.
- Proficient with Team Foundation Server, Visual Studio, and Zendesk or similar ticketing solution.
- Experience in IT Operations supporting a Windows enterprise environment.
- Familiarity with Development work tracking technologies, Agile development methods, and Remote Access Technologies.
Estimated Salary
$90,000 - $110,000 per annum, depending on experience.
About Us
RLDatix is a global company with over 2,000 employees across the UK, Europe, Middle East, Australia, Canada, and the United States. We offer a dynamic and supportive work environment with opportunities for professional growth and development.
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