Deep Technical Support Specialist

1 week ago

Sydney, New South Wales, Australia Snow Full time

Job Summary:


We are seeking an experienced Deep Technical Support Specialist to join our team in Sydney. As a key member of our support organization, you will be responsible for providing exceptional technical support to our customer and partner base.


About the Role:


This is a hybrid role, requiring employees to come to the office at least 2 days a week. You will work closely with our customers to diagnose, troubleshoot, and analyze complex issues and bugs in their environments and within our applications.


Key responsibilities include:



  • Applying workarounds and helping customers with configuration to mitigate or resolve issues
  • Providing technical support and maintenance on all Snow products
  • Performing advanced troubleshooting within customer environments focused on recreating customer-reported issues and escalating to Product Engineering
  • Collaboration with the support teams to upskill their knowledge on Snow products, known issues, troubleshooting skills, and documentation
  • Continually prioritizing your workload ensuring proactive review of cases to reduce mean case ageing of 1st and 2nd line
  • Creating content within the support knowledge base ensuring we share knowledge for new issues in a timely and effective manner
  • To contribute to the development of the customer support organization by participating in and leading regular internal meetings and training sessions

Requirements:


To be successful in this role, you will need:



  • 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 (Unix and SQL including experience in SQL DB troubleshooting, SQL Profiler, Stored Procedures (Read & Modify), SQL query analysis, 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

Benefits:


As a Deep Technical Support Specialist, you will enjoy:



  • A competitive salary range of AU$120,000 - AU$150,000 per annum
  • A dynamic and collaborative work environment
  • Ongoing professional development opportunities
  • A comprehensive benefits package including health insurance, superannuation, and paid annual leave

About Us:


Snow provides complete insight and manageability across all technology. Our mission is to help organizations drive maximum value from their technology investments. With over 3,000 customers worldwide, we are committed to delivering superior customer service and support.


At Snow, we believe in maintaining confidentiality according to EEO guidelines. If you are passionate about delivering exceptional technical support and contributing to our dynamic team, please apply now.

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