Applications Support Analyst

**Application Support Analyst**
- ** Take ownership and manage Level 2 incidents end to end**:

- **Join a friendly and supportive team**:

- **Learn about train technology and obtain hands-on experience in the world of rail and logistics**

**About us**

Pacific National (PN) is the largest provider of diversified rail freight services in Australia. We haul a variety of freight including coal, intermodal containers, steel, and a range of bulk commodities and materials that keep the region’s economy, businesses and households running. We are a company built on solid foundations and we are incredibly proud of the essential role we continue to play supporting Australia’s supply chain. At Pacific National, we take great pride in delivering our best every day and have a relentless focus on customer service and place **safety above all else**.

We operate nationally with approximately 3,500 staff in over 90+ sites across Australia. We respect and care for the communities in which we operate and continue to evolve our community engagement and strengthen relationships through partnerships and investment. We are focused on reducing the carbon emissions of our business, while also enabling the reduction of carbon emissions in the broader supply chain to support the National targets.

**About the role**

Key responsibilities include:

- Daily Duties: Work as part of the support team Mon-Fri business hours and take part in the 24/7 afterhours rotating roster.
- Providing technical support: You will assist customers in resolving complex technical issues that cannot be addressed by Level 1 support. This involves troubleshooting problems, identifying root causes, and implementing solutions.
- Incident management: You will manage and prioritize incidents based on their severity and impact. You'll work to resolve incidents within agreed-upon service level agreements (SLAs) to minimize downtime and restore normal operations.
- Escalation handling: When issues cannot be resolved at Level 2, you may escalate them to Level 3 support or other appropriate teams, while ensuring proper documentation of the problem and steps taken so far.
- Knowledge base maintenance: You will contribute to the maintenance and improvement of the knowledge base by documenting known issues, solutions, and best practices. This helps in faster issue resolution and enables Level 1 support analysts to handle common problems.
- Collaboration with other teams: You will collaborate with other IT teams, such as developers, system administrators, and network engineers, to address complex issues that require cross-functional expertise.
- Training and mentoring: You may assist in training and mentoring Level 1 support analysts, sharing your knowledge and expertise to improve their technical skills and problem-solving abilities.
- Continuous improvement: You will proactively identify opportunities for process improvements and efficiencies within the support workflow, suggesting and implementing changes to enhance the overall support experience.
- Documentation and reporting: It is essential to maintain accurate and up-to-date documentation of support activities, incident resolutions, and any changes made. You may also generate reports to track performance metrics, such as response time, resolution time, and customer satisfaction.

**About you**
- Experience in technical support: Prior experience in a technical support role, preferably at Level 2. Able to demonstrate your familiarity with common support processes, incident management, and customer service skills.
- Communication skills: Effective communication is crucial. You should be able to communicate clearly and professionally with customers or end-users, understand their technical issues, and provide step-by-step instructions or explanations in a user-friendly manner.
- Collaboration and teamwork: The ability to work well in a team is important, as you will need to collaborate with other IT teams and stakeholders to resolve complex issues. Being able to communicate and cooperate effectively with colleagues is crucial to success.
- Time management and multitasking: Level 2 support analysts often handle multiple tasks and incidents simultaneously. Prioritizing effectively, managing time efficiently, and staying organized are vital to ensure timely and accurate support delivery.

**The benefits**

At Pacific National we value diversity, inclusion and the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted and valued for who they are, enabling everyone to bring their authentic selves to work. When you join the Pacific National team, you’ll be encouraged to take ownership of your career and we’ll be there to support you with a range of exciting initiatives including:

- Industry leading programs focussed on your growth and career development
- Access to flexible working arrangements
- Paid parental leave up to 12 weeks for primary