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

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