Technical Services Analyst

Wenco International Mining Systems ), a subsidiary of Hitachi Construction Machinery (HCM), provides industry leading, innovative technologies to customers in the mining and material movement sectors, enabling sustainable and safe operations.

Reporting to the Client Services Manager the Technical Services Analyst's main responsibility is to provide remote and on-site Tier 1 support to clients. They will also be responsible for providing one-on-one and classroom training to clients.

Key Deliverables and Responsibilities

In Office:

• Provide timely phone, email and remote access support for existing customers
• Maintain duplicate system environments of existing clients for testing and troubleshooting purposes
• Record/document all client issues through to resolution using Wenco's issue tracking system
• Plan and practice for system implementation and upgrade projects
• Review and contribute to product documentation
• Perform Triage Desk '1st line support function'
• 1 week per month working from home on remote support duties.

On Site:

• Perform successful implementations and upgrades
• Conduct site inspection and reports in preparation of deployments
• Coordinate resources from mine staff as required
• Provide one-on-one and classroom training on the use and administration of the system
• Troubleshoot software, hardware and network issues
• 1 FIFO swing per month (8 days on mine site)
• 1 week per month of client in office support (Client Perth office)

Standby:

• Standby Remote Support Phone Rostering, 8am-8pm (day shift only)
• May include After hour support in some cases

Experience and Knowledge

• 3 to 5 years of user and admin support experience for an enterprise class software system
• Solid understanding and experience with Fleet Management Systems and High-Precision and/or Machine Health Products
• Mining experience/knowledge would be an asset
• Databases SQL (advanced administration ability), OpenTSDB, InfluxDB (moderate)
• Real-Time software systems
• Mobile Computing
• Windows networking experience
• Virtual machine environments
• Linux server administration (moderate)
• Windows server administration (moderate)
• Global Navigation Satellite Systems with an understanding of Real Time Kinematic systems
• Valid driver's licence
• Competence and understanding of historic and current Wenco hardware platforms

Skills and Abilities

• Solid technical, analytical and problem-solving skills
• Solid written and verbal communication skills
• Strong presentation skills
• Strong ability to work in high-pressure environments (especially when on-site in remote mine site locations)
• Strong ability to work effectively both in a team environment and as an independent contributor
• Ability to prioritize and multi-task based on customer and business needs
• Ability to build long term relationships with clients

Education and Eligibility

• Diploma in Electronics, Engineering, Computer Science, Mechatronics, or a related IT or mining discipline or practical experience to an equivalent level, preferably in mining
• Must be eligible to work in Australia and is based in Perth
• Available for extensive travel (50%+)

Wenco advances the efficiency and safety of the world's surface mining equipment through our fleet management systems. We are committed to providing a stable yet exciting work place environment for individual employees to build and grow their career with the Company.

Wenco is an Equal Opportunity Employer.

Disclaimer

The information in this description has been designed to indicate the general nature and level of work performed by employees. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. It is not intended as an employment contract. Job descriptions are subject to change, which may not necessarily affect compensation.

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As our team experiences high volumes of applications, only shortlisted candidates will be contacted. To be considered, please ensure a resume is attached.

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