Solution Support Specialist

Job Title

We are looking for a dedicated and skilled professional to fill the role of Solution Support Specialist. As a key member of our team, you will be responsible for providing top-notch technical support and solutions to our clients.

About the Role

This is an exciting opportunity to join our dynamic team and contribute to delivering exceptional customer service. Your primary responsibilities will include:

• Maintaining and supporting existing environments (software, network configurations and application software, computer systems, services, LAN/WAN, databases)
• Recording all calls and emails into tracking system for reporting purposes
• Maintaining excellent customer satisfaction standards
• Training and sharing knowledge with others
• Triage errors and conducting code level troubleshooting
• Managing and tracking daily production problems and issues; ensuring effective and timely resolution
• Adhering and assisting in documenting and reviewing standing operating procedures (SOP)
• Identifying and prioritizing issues and recommending technical solutions, often coordinating solutions with internal stakeholders
• Maintaining excellent relationships through effective issue resolution within appropriate timeframes and proactive communication
• Reporting periodically to stakeholders to share information on progress, performance, receive feedback on service and satisfaction, and maintain customer relationships
• Supporting internal projects that support the Customer Service Strategy
• Monitoring and managing all of our solutions
• Maintaining system availability in a 24-hour, 7 days per week environment in line with contractual requirements
• Maintaining the integrity of the system's data
• Ensuring that software consistency is maintained throughout the system's environments
• Ensuring that new products and new versions of existing products are tested and certified prior to introduction into the production environments
• In conjunction with Management, monitoring the ongoing performance of all third-party maintenance providers to ensure contract commitments are met to the required standard
• Developing appropriate skills to enable the provision of preventative and remedial maintenance of all system components
• Developing and maintaining working relationships within our organization and with our customers with relevant management and staff
• Liaising with our technical resources on resolution of system and software issues
• Proactively implementing changes, patches and other configuration changes to applications and OS etc
• Maintaining system administration, system configuration, process, procedural and task documentation
• Working on tasks that form greater IT projects as required
• Following internal process and procedures for logging faults
• Proactively managing customer expectations when delivering services
• Ensuring a delivery schedule is produced for all program of work
• Ensuring appropriate backup of the environments is in place
• Ensuring overall system architecture design is maintained
• Diagnosing hardware and software problems and replacing defective components
• Documenting processes and procedures

Requirements

To succeed in this role, you will need to possess the following skills and qualifications:

• Tertiary level qualifications in Computer Science or relevant field
• 4+ years of relevant work experience
• Database Server management experience including troubleshooting, navigation and diagnosis
• Strength in IT support
• Demonstrated ability to manage multiple technical issues and associated tracking and communications
• Ability to communicate and relate to stakeholders with varying levels of technical skills and understanding
• Demonstrated time management and prioritisation skills to manage multiple requests with varying levels of importance and criticality
• Proven ability to work quickly and efficiently to meet deadlines
• Solid knowledge of networking protocols and security practices

What We Offer

As a valued member of our team, you can expect a range of benefits, including:

• A competitive salary and bonus structure
• Ongoing training and development opportunities
• A collaborative and dynamic work environment
• The chance to work on exciting and challenging projects
• A comprehensive benefits package

About Us

We are a global leader in digital reality solutions, combining sensor, software and autonomous technologies. Our goal is to put data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.