Application Support Analyst

The Application Support Analyst role sits within the Web Development team and reports directly to the Web Development Project Manager, working in a vibrant team closely with experienced developers and end users in a matured but evolving retail setting! This role resides within the 3D Photomation business that supports the core business of Scorptec Computers and other external clients.


OBJECTIVE

The role operates as the owner of the application support helpdesk within the development team. This position is expected to troubleshoot issues, carry out testing, and configuration of the ERP and eCommerce systems.

We are looking for a team player who has excellent written and verbal communication skills to effectively interact with technical and non-technical stakeholders. In addition, the ideal candidate is passionate about improving business performance through good quality and intelligent technologies.

 
POSITION RESPONSIBILITIES

·        Investigate, troubleshoot and determine root cause of reported issues.

·        Manage support ticket queue and priorities.

·        Ensure support tickets are responded and resolved within SLA.

·        Manage stakeholders’ expectations by responding through support tickets or in person where appropriate.

·        Perform analysis to produce proposals to improve quality of department deliveries.

·        Perform data adjustments wherever required.

·        Create user and administrator documentation where appropriate.

·        Configure system parameters, workflows and permissions where appropriate.

·        Participate in the test phase of SDLC by performing testing for fixed issues.

·        Monitor error and processing logs to identify bugs to be fixed.

·        After hours support for high priority incidents and changes may be required.

REQUIRED EXPERIENCE / SKILLS

·        Tertiary qualifications in an IT related discipline or relevant IT qualifications.

·        3+ years’ experience as an application support analyst or similar role.

·        Strong experience working with PHP, MySql, Javascript (Mandatory).

·        Excellent analytical, troubleshooting and problem solving skills.

·        Excellent verbal and written communication skills.

·        Strong time management and organisational skills.

·        Experience in using task management tools such as JIRA.

·        Demonstrate strong desire and ability to learn.

·        Demonstrate excellent attention to details.

·        Customer focused, ideally with experience in an omnichannel retail environment.

·        Knowledge of ecommerce and/or ERP applications would be an advantage.

·        Experience in ITIL processes and practices would be an advantage.

BENEFITS

·        A competitive salary package

·        Long term career potential within a privately owned company

·        Recognition through various employee award initiatives

·        An Employee Assistance Program, which incorporates a tailored wellbeing initiative

 
Please note that we only accept applicants who are eligible to work in Australia and located in Melbourne or looking to relocate.

Agencies please note: We will contact our preferred recruiting partners if we require assistance recruiting for this role.



Clayton, Melbourne, Australia
Web Development

Retail Sales Assistant - NSW

 At the current time, we have Full-Time opportunities for the right candidates.  

As a Retail Sales Assistant, you will be assisting our customers and the sales team on a daily basis by:
Providing service and assistance for all sales orders and quotes via phone, online, or walk-ins,
Being able to ascertain the customer needs and provide a high level of customer service including recommending, selecting, and finding the right solution or product,
Managing point-of-sale processes,
Handling of stock for customer orders,
Assisting with product returns, warranty, technical services, and warehouse duties,
Facilitate store marketing and stock management, in-store displays and demos
Follow up ETA for orders on behalf of customers.

You will also occasionally:
Train in different departments to broaden experience, knowledge, and skills,
Attend internal or external training and seminars to develop and maintain relevant technical knowledge and skills,
Participate and perform quarterly stocktake.

Be required to work and travel between any of our store locations:
NSW: Silverwater and Macquarie Park

To be successful in this role, you will need:
A minimum of 2 years’ experience in customer-facing, customer service, or retail roles.
A passion for technology and have technical knowledge about IT hardware and PC systems.
A can-do attitude, and a willingness to assist in the operation of the branch.
To demonstrate excellent customer serviceability,
Strong communication skills - both written and verbal,
Integrity, honesty, passion, and ability to deal with multiple tasks in a fast-paced team environment,
To conduct yourself in a way that portrays professionalism and friendliness.

Multiple Locations, NSW, Australia
Sales

Technical Sales Support Team Leader - VIC

At the current time, we have a Full Time Monday to Friday (Saturday as required) opportunity for the right candidate based in Clayton.

As a Technical Sales Support Team Leader, you will need to provide the best-in-class technical support for customer making decision to acquire IT products and build a custom PC. To assist customer to solve basic technical issues while using the IT products and the custom PC. To provide leadership, coaching and support to the Technical Sales Support team.

Duties:
• To provide Level 1 technical support to all Scorptec customers as part of the technical support team.
• Work closely with both the aftersales and warranty teams to ensure a positive customer experience.
• To serve as the escalation point of the Sales Teams regarding technical concerns and inquiries.
• To provide technical advice, quality, and compatibility checks for custom built systems.
• To create, follow up and process custom system quotations for the online sales team or the customer directly
• To provide technical training to the Sales team and possibly other departments
• To provide leadership, training and support to a small team of technical sales and support staff located both locally and remotely

To be successful in this role, you will need:
• 3-5 years of technical support experience – computer hardware
• Extensive Hardware Knowledge (Theoretical and Practical – builds and customizes PC) and Software IT Product Knowledge
• Strong passion for IT
• Proven excellence in phone and customer service manner and skills.
• Ability to listen to and empathize with customers
• Advanced IT product knowledge, functionality, and troubleshooting.
• Previous Zendesk experience is preferred.
• Ability to work under minimal supervision.

Clayton, Melbourne, Australia
Sales

Retail Sales Assistant - VIC

At the current time, we have a number of Full-Time opportunities for the right candidates.  

As a Retail Sales Assistant, you will be assisting our customers and the sales team on a daily basis by:
Providing service and assistance for all sales orders and quotes via phone, online, or walk-ins,
Being able to ascertain the customer needs and provide a high level of customer service including recommending, selecting, and finding the right solution or product,
Managing point-of-sale processes,
Handling of stock for customer orders,
Assisting with product returns, warranty, technical services, and warehouse duties,
Facilitate store marketing and stock management, in-store displays and demos
Follow up ETA for orders on behalf of customers.

You will also occasionally:
Train in different departments to broaden experience, knowledge, and skills,
Attend internal or external training and seminars to develop and maintain relevant technical knowledge and skills,
Participate and perform quarterly stocktake.

Be required to work and travel between any of our store locations
For VIC: Clayton, South Melbourne, Rowville

To be successful in this role, you will need:
A minimum of 2 years’ experience in customer-facing, customer service, or retail roles.
A passion for technology and have technical knowledge about IT hardware and PC systems.
A can-do attitude, and a willingness to assist in the operation of the branch.
To demonstrate excellent customer serviceability,
Strong communication skills - both written and verbal,
Integrity, honesty, passion, and ability to deal with multiple tasks in a fast-paced team environment,
To conduct yourself in a way that portrays professionalism and friendliness.

Multiple Locations, VIC, Australia
Sales

Tech Retail Assistant - VIC

At the current time, we have 3 Full Time opportunities for the right candidates. One at our Clayton store, one at Rowville and one at South Melbourne.

As a Tech Retail Assistant, you will be assisting our customers and sales team on a daily basis by:

Ability to perform technical duties and routine diagnostic procedures and processes,

Ability to inspect faulty item, duplicate fault and work on a remedy solution,

Processing sales and warranty orders,

Perform quality computer builds and testing processes,

Understand and apply quality control testing,

Provide excellent customer service and ascertain customer needs and requirements,

Manage point of sales processes,

Pick and pack customer orders,

Achieving sales targets.

You will also occasionally:

Attend internal or external training and seminars to develop and maintain relevant technical knowledge and skills,

Be required to work and travel between any of our store locations
For VIC: Clayton, South Melbourne, Rowville

To be successful in this role, you will need:

A minimum of 2 years’ experience as a Hardware Technical Support within the IT industry. The experience is within a retail environment is a definite plus (Please note that just personal experience in troubleshooting or helping family and friends will not be considered).

Experience with hardware and software issues and how to build systems to specification.

Strong product knowledge on PC builds and product functionality.

Strong Customer Service skills -ability to build rapport and relationship with customers.

Good Communication skills – written and verbal.

Time Management Skills.

Integrity, honesty, flexibility, good energy levels and ability to deal with stress.

Willing to work in team environment.

Multiple Locations, VIC, Australia
Sales

Commercial Accounts Manager

Currently, we have a full-time opportunity for the right candidate to join our Commercial Division. The main function of the position is to develop and manage sales opportunities and managed accounts within Corporate, Government, Education and other commercial and business customers.
The main duties include:
• Present and sell IT solutions and sales support services to current and potential clients.
• Establish and maintain current client and potential client relationships.
• Follow up on new leads and referrals.
• Identify sales prospects and contact these and other accounts.
• Prepare quotations and sales contracts.
• Drive to progress and maximise Key Performance Indicators.
• Planning and forecasting on managed accounts and non-managed accounts.
• Manage customer account servicing through visitations and quality checks and other follow-up.
• Identify and resolve customer concerns.
• Assist and liaise with the Retail Sales team when required.

You will also occasionally:
• Train in different departments to broaden experience, knowledge, and skills,
• Attend training and seminars to obtain certification or relevant technical knowledge.

Before enquiring or applying for this position, please ensure that you can identify with the critical competencies outlined below. At this time applications without the minimum critical competencies will not be considered.

Skills and Experience:
• Three to five years of Sales experience, ideally in a software/IT industry selling to commercial, education and government organisations.
• Tertiary Qualification in IT/Computer Science.
• Up to date IT knowledge on Server, Networking, Workstation, PC, Laptop, Software, Print and Storage.
• Proven sales performance in a business development capacity.
• Strong telephone and presentation skills with the ability to open and close over the phone.
• Self-starter with a strong team ethos.
• Excellent interpersonal and time management skills.

Melbourne, Australia
Sales

Tech Retail Assistant - QLD

At the current time, we have 1 Full Time opportunity for the right candidate at our new store opening in Tingalpa.

As a Tech Retail Assistant, you will be assisting our customers and sales team on a daily basis by:

Ability to perform technical duties and routine diagnostic procedures and processes,

Ability to inspect faulty item, duplicate fault and work on a remedy solution,

Processing sales and warranty orders,

Perform quality computer builds and testing processes,

Understand and apply quality control testing,

Provide excellent customer service and ascertain customer needs and requirements,

Manage point of sales processes,

Pick and pack customer orders,

Achieving sales targets.

You will also occasionally:

Attend internal or external training and seminars to develop and maintain relevant technical knowledge and skills,

To be successful in this role, you will need:

A minimum of 2 years’ experience as a Hardware Technical Support within the IT industry. The experience is within a retail environment is a definite plus (Please note that just personal experience in troubleshooting or helping family and friends will not be considered).

Experience with hardware and software issues and how to build systems to specification.

Strong product knowledge on PC builds and product functionality.

Strong Customer Service skills -ability to build rapport and relationship with customers.

Good Communication skills – written and verbal.

Time Management Skills.

Integrity, honesty, flexibility, good energy levels and ability to deal with stress.

Willing to work in team environment.

Tingalpa, Australia
Sales

Retail Support Assistant - VIC

At the current time, we have Full Time opportunities for the right candidates as an entry-level retail position. This includes our 3 branches and Dandenong South.

As a Retail Support Assistant, you will be assisting our customers and team on a daily basis by:

Handling transfer, dispatch, picking, pickup, and delivery with maximum efficiency and accuracy,
Liaising and organizing with couriers to collect the parcels in a timely manner,
Maintaining the warehouse area of the store with tidiness and orderly,
Ensuring the showroom/work area are properly set up and cleanliness maintained,
Assisting in checking Pickup shelves to ensure the orders are still there without missing items,
Assisting in picking up the new orders from overnight,
Handling of stock for customer orders,
Assisting sales team to perform any appropriate administrative tasks, including ordering office stationery & supplies, paperwork transfer back to finance, etc.

You will also occasionally:
Train in different departments to broaden experience, knowledge, and skills,
Attend internal or external training and seminars to develop and maintain relevant technical knowledge and skills,
Assist in quarterly stock take.

To be successful in this role, you will need:
Previous experience in a retail store position or working with a team within a retail environment
Act with honesty, integrity, and a professional code of ethics
Ability to perform manual handling safely
Ability to use a pallet jack/ walkie stacker
Interest in IT and some basic product knowledge
High level of attention to detail
Experience as a store person within a distribution, picking, packing, and receiving warehouse would be an advantage
Good written and verbal communication skills
A current valid driver’s license would be an advantage
Good computer skills

Multiple Locations, VIC, Australia
Sales