Junior System Support Officer

Otraco International is the world's leading provider of Earthmover/Off-road tyre management services to the mining industry. For over 50 years our world-class credentials are based on a proven ability to reduce the cost of earthmover tyre operation for major, blue chip, mining companies while maximising productivity and enhancing safety. For over 50 years, we have continued to set new benchmarks in tyre management; delivering savings with uncompromising standards of quality, safety and professionalism.

**Company**: Otraco International Pty Ltd

**Location**: Kewdale WA

**Jobtitle**: Junior System Support Officer

**Reportingto**: Senior Product Specialist

**Primary objective**:
To provide global system support of Otracom, Otraco’s internally developed Tyre Management System, for end users, maintaining the integrity of customer data and upholding secure access to the system. Develop a strong understanding of the operational dependencies on Otracom and Otracom Mobile.

COMPANY VALUES

Work in accordance with the Otraco values and demonstrate commitment, active involvement and leadership regarding safety, client, people, and financial accountabilities.

OVERALL OBJECTIVES
- Always present professionally and communicate positively to any member of the team, management and/or client’s representative.
- Support, triage and resolve Level 1 issues in our proprietary tyre asset management system Otracom.
- Continual coaching of users to ensure best experience in all aspects of the system.

TECHNICAL OBJECTIVES
- Answer calls, provide support and troubleshoot a wide variety of end user-based requests and incidents.
- Follow up with users to ensure that requests have been satisfactorily resolved.
- Participate in knowledge creation activities and uphold the integrity of the Otracom Knowledgebase.
- Conduct demonstration and training sessions for colleagues and customers.

HEALTH, SAFETY, ENVIRONMENT AND TRAINING OBJECTIVES
- Actively promote a HSE culture across all areas of the business.
- Ensure that all personnel work safely and comply with Otraco procedures and legislative Requirements.
- Ensure that all procedures are communicated, understood, and complied with by all personnel.
- Review and recommend improvements to existing procedures, to encourage the adoption of best practice and standardisation across all Otraco operations.

COMMUNICATION, TEAM, AND RELATIONSHIP OBJECTIVES
- Promote HSET - commitment to the business responsibility to provide and maintain a safe working environment for all employees.
- Integrity and Ethical Behaviour - make every effort to be fair, honest, reliable, and professional in the work environment.
- Cooperation and Teamwork - work effectively with all stakeholders to deliver optimum outcomes.
- Value Creation - focus on creating shareholder value by working safely and collaboratively.
- mínimal risks to
- Our People are Our Advantage - invest in individual development, promote genuine diversity, and provide recognition, encouragement, and direction through positive leadership.
- Innovation and Problem Solving - proactively look for improvements in processes, systems, and procedures.
- High Performance - set achievable goals with an aim to reach, maintain and even surpass expectations.

**Job Specification**: (essential or desirable qualities required - i.e. education, knowledge / skills)

ESSENTIAL
- Experience in a mining or similar heavy industry is beneficial although not critical.
- Demonstrated high level customer service and communication skills, including ability to communicate clearly and understand and adapt to different audiences, in the provision of user support for enterprise systems
- Experience with system support processes or frameworks ie. ITIL Service Management is advantageous.
- Experience using support ticketing tools E.g. Zendesk is advantageous.
- Desire to work in a team environment, multi-task and work to deadlines.
- Can-Do’ Attitude and customer-focused approach.
- A strong desire and willingness to learn

HOW TO APPLY

Otraco does not accept any unsolicited resume referrals from Recruitment Agencies.