Copy of Application Support Analyst

About m-View Live Video

m-View is a leading provider of video evidence solutions for Public Safety, Government and Security markets.

Our vision is to create a safer and more just world by harnessing the power of digital evidence.

Our product line is a SaaS model that incorporates hardware (Body Worn Cameras, In-Car-Video systems, Drones) and software (web-based evidence management and mobile applications).

Our customers are a mix of Local and State Government entities as well as private clients both domestically and abroad.

About the role

m-View is on the hunt for an Application Support Analyst to significantly expand the capabilities of m-View's customer Support team.

This is a key part of providing exemplary service to our customers in handling application and technical enquiries. The Applications Support Analyst ensures excellent customer service through the application of customer support skills, business, and technical knowledge to triage, diagnose, troubleshoot, and escalate or resolve customer application issues. The role will be responsible for providing "Level 1 & 2" technical support for the company's internal applications and ensuring adherence to Standard Operating Procedures and implementing best practices for achieving support objectives.

The role reports directly to the COO and will be working alongside the Operations and Support team as well as closely with the Software Development, QA and Product teams.

The role will be based in Melbourne with a hybrid working from home and office policy (the Operations team is currently in the office 3 days per week).

This is a full-time salaried role with 4 weeks paid annual leave per annum. Salary will be negotiated at time of interview.

Key Responsibilities

• Provide software application support and troubleshoot and resolve issues with embedded hardware products (Body Worn Camera, In-Car Video systems)
• Responsible for monitoring and responding to open tickets submitted through an incident management system
• Log all calls and customer interactions through Salesforce and adhere to customer SLAs
• Promptly escalating issues that cannot be resolved to appropriate team and provide relevant information for troubleshooting or for clarification
• Identify opportunities for process improvement and contribute to departmental initiatives
• Responsible for improving and documenting processes
• Work collaboratively with internal teams on change requests, application releases, managing issues and establishing priorities
• Handle late night and weekend emergency support as required (24×7 Standby Allowance provided)
• Ensure the completion of daily checks and monitoring of production environments, scripts, and infrastructure
• Develop and deploy application changes by working with the team to automate repeatable manual tasks
• Perform post verification testing following release

Essential Skills and Experience

• Has excellent communication skills, customer support abilities, organizational, and interpersonal skills.
• Has previously worked in application support / helpdesk
• Experience in deployment in a public/private cloud environment to large enterprise & Government
• Cloud technologies: Amazon Web Services and Microsoft Azure
• Firm grasp of core technical areas, including databases and SQL and operating system platforms
• Microsoft Windows and Server Operating Systems
• Microsoft Deployment Toolkit, SCCM
• Microsoft Active Directory, DHCP and DNS
• IP networking including TCP/IP, UDP, Firewalls, VPN, Proxy servers and how they relate to real time media delivery.
• Change Management i.e Server Patching and Software release
• IAM such as AD FS, and Okta
• iOS and Android MDM
• Experience in using Salesforce Case Management Platform for logging and management of cases
• Ability to multi-task, effectively prioritize work, and adapt during pressured situations.
• High attention to detail
• Familiarity with implementation of DevOps, and Agile ways of working is advantageous
• A relevant tertiary qualification in Information Technology or other related fields

Why Apply?

m-View is committed to our people and their career development, health and well-being, work-life balance and reward, and recognition. Perks include a modern well located CBD office, hybrid working culture, subscriptions to training platforms to build your skills in your own time, and regular social events.

This is no ordinary role, and we're looking for someone exceptional to take up the challenge.

This role is available for an immediate start.

Applicants must have full working rights in Australia.