Senior Application Support Specialist

3 weeks ago

Sydney, New South Wales, Australia Snow Full time

Job Title: Senior Application Support Specialist

Job Summary:

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

Key Responsibilities:

  • Provide technical support and maintenance on all Snow products
  • Diagnose and troubleshoot complex issues in customer environments and within Snow's applications
  • Apply workarounds and help customers with configuration to mitigate or resolve issues
  • Collaborate with 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
  • Contribute to the development of the customer support organization by participating in and leading regular internal meetings and training sessions

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
  • Be a team player, promote a spirit of cooperation and teamwork
  • Intermediate to advanced skills in Unix and SQL, including experience in SQL DB troubleshooting, SQL Profiler, Stored Procedures, SQL query analysis, and SQL query error troubleshooting
  • Strong networking and 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

About Snow:

Snow's mission is to provide complete insight and manageability across all technology. We ensure the trillions spent on all forms of technology drives maximum value. Today, more than 3,000 organizations around the world rely on Snow's platform to provide visibility, optimize usage and spend, minimize risk, and enhance services.

Confidentiality:

All your information will be kept confidential according to EEO guidelines.

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