Product Support Specialist

2 days ago

Melbourne, Australia D2L Australia Pty Ltd Full time

D2L Australia Pty Ltd is seeking a full time qualified, Product Support Specialist (Analyst Programmer).

The Product Support Specialist requires an individual who has experience in resolving highly technical complex client issues with great troubleshooting skills and ability to think outside the box. You possess technical knowledge, problem solving skills and experience in a helpdesk environment providing technical support to clients. In this position you will provide support for clients from all verticals (K12, Higher Education and Enterprise) who use D2L’s suite of eLearning web-based software.

The salary offered is $76,000 per annum plus super.

The tasks and responsibilities of the position include:

- Technical skills and experience: Extensive experience allows to act as an advisor in a technical/functional capacity.
- Exercise’s judgment in selecting troubleshooting methods to quickly identify solutions and recommendations to complex technical issues.
- Data Collection and Analysis: Gathers IIS log data. Know how to accurately interpret this data to accurately report findings to customers.
- Critical product knowledge: Well versed in all LE Core products and tools and experienced handling other integrations allowing Support to achieve SLOs.
- Performs advanced in-dept troubleshooting and accurately identify solutions on issues related to Authentication protocols, SIS Integrations, API and LTI issues which are elements that allows customers to customize and extend product services
- Analyzing & researching the clients’ requirements, then develops requirement document for system design & development.
- Developing and preparing documents for the general design of software that meet system and security requirements, including the selection of alternative approaches.
- Writing and maintaining program code using HTML, JavaScript and SQL as per system requirement and design in line with quality accredited standards.
- Correcting software issues Correcting software issue by:

- Isolating, replicating, and documenting all necessary details related to the identified software defect
- Documenting and communicating effectively to Development team step-by-step instructions to reproduce the issue and findings to help identify root cause and suggest on possible fixes.
- Identifying and executing appropriate DEV-approved workaround scripts, if/when available
- Writing instructions and guidelines for end users for operational procedures
- Developing documents for FAQ's and Knowledge-Based Articles

Skills and qualifications expected of the applicant:

- Bachelor's degree or equivalent in Computer Science
- ITIL V3 Foundation Certification an asset
- Minimum of 2 years’ experience in a technical support role
- Basic knowledge authentication protocols (LDAP, SSO, Shibboleth)
- Experience with Fiddler and other Browser-based Analytics and Reporting tools would be an asset
- Experience with eLearning software and supporting a Learning Management System would be an asset

**Job Types**: Full-time, Permanent

Pay: $76,000.00 per year

Work Location: In person

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