Technology Support Analyst

At WesTrac, we’re made for more of what matters most. More family time, with paid parental leave, flexible working arrangements and purchased leave programs to give you the work life balance you’ve always wanted. More development opportunities, with WesTrac's own in house RTO - 50737, access to your own guided learning platform and a range of pathways to help you steer your career in the direction of your dreams. More diversity, with over 4,000 team members with a tonne of differences, united by our passion for building a better tomorrow. As an industry leader and employer of choice, we’re Made for More.

**About the Role**

WesTrac is currently seeking a Technology Support Analyst to join our Technology Solutions team.

Reporting to the Support and Implementation Supervisor, the Technology Support Analyst will provide front line phone, web and chat support to both employees and customers for Technology Enabled Solutions. The roles core function will be to provide timely resolution and escalation of all Technology support cases raised through the Technology Support system.

As a Technology Support Analyst for one of the world's leading Caterpillar dealerships you will:

- Coordinate the Technology Support System and provide a knowledgeable and accurate first tier response to technology product related queries within an appropriate timeframe ensuring all unresolved queries being escalated appropriately for timely resolution as required
- Providing remote support for onsite customers and employees to assist in diagnosis and resolution of Technology system defects or issues
- Perform root cause failure analysis and fault diagnosis and resolution where required
- The creation and modification of troubleshooting material in line with WesTrac policy
- Identifying and resolving uncommon or reoccurring faults within the Technology Product suite
- Identifying system usage improvement opportunities in the Technology Product suite
- Submit incident and problem information to Caterpillar and other manufacturers as directed by the Technology Product Specialist.

**What we’re looking for**

**Essential**:

- Minimum 3 years’ experience within the operational technology industry
- Advanced knowledge and understanding of high precision GNSS systems
- High-level knowledge and understanding of IP based data networks
- Advanced computer literacy skills
- Advanced communication skills (written, verbal and interpersonal)
- Advanced time management, planning and organisational skills with the ability manage multiple priorities to meet objectives
- Highly developed attention to detail with the ability to analyse data and compile reports whilst providing suitable recommendations
- High level of initiative and problem-solving skills with the ability to follow through with required actions
- Ability to work successfully within a team and autonomously

**Desirable**:

- Degree qualification in Information Technology or relevant Engineering discipline, coupled with at least 3 years post qualification experience or trade qualification in Automotive electrical/electrical, Electronics or Mechanical field with minimum 3 years post trade experience.
- Advanced knowledge and understanding of CAT Technology Product / service offerings
- Experience on mine or construction sites, including understanding of site operations, safe work practices and electronic equipment installation procedures
- Continuous Improvement qualifications (such as Six Sigma, Lean etc.)
- Understanding of failure analysis principles and guidelines
- Knowledge of DBS, SAP or similar workflow tools
- Demonstrated leadership abilities in high performing teams
- Experience in GIS or Geospatial concepts and technologies.

**Why Join WesTrac?**

As one of the World's leading Caterpillar dealers, WesTrac services a broad range of customers across NSW, ACT & WA. Our ongoing success is attributed to the individuals that make up our teams, which is why we offer a competitive benefits package and pride ourselves on our Safe, Engaged and Customer Focused Culture. As a WesTrac team member you will receive:

- Competitive remuneration
- Annual Remuneration and performance review
- Free secured parking + café onsite
- Discounted CAT Hand Tools
- Fitness Passport for the whole family
- Income protection with 24/7 coverage
- 12 weeks paid parental leave
- Online Learning Library to support your continued development
- Opportunities for progression with pathways to field services, sales and leadership roles
- Dealership network with opportunities for short term or permanent transfers