Full-time Support Specialist in Melbourne or Bendigo

Join our support team, providing excellent service to leaders in highly regulated industries such as financial services and utilities.

Ensure that our customers are satisfied that the Support SLA’s are met. We have varying levels of support packages from application-only support to our new Banking Customer Care package. All packages require the same diligent and process-driven management of problems and incidents.

Role description

Externally you are the front desk of our Support business to our customers, and you will have primary responsibility for specific customers for reporting purposes.

You provide active monitoring of our customer environments.

Internally, you liaise closely with our environments and deployment specialist, and our Engineering and Architecture teams.

You maintain your knowledge to effectively triage tickets and maintain documentation and our knowledge base.

Key Responsibilities

• Support process delivery including ticket management with the highest regards to support, incident, change and release processes and meeting SLAs

• Support Prime focus for key accounts ensuring QA across all customer tickets, monthly meetings and scheduled and lead, and reports are executed on time accurately and consistently

• Internal and Customer reporting including post incident reports, weekly and ad hoc report requests are met.

• Application & System Monitoring ensuring attention to detail and correct analysis and actions


What you bring to the team

About you

You are a dedicated and motivated professional with excellent communication skills and attention to detail. You are organized and can manage your own time effectively. You work well under pressure and on your feet to meet deadlines, and your track record proves this.

Your experience

  5+ years’ experience in vendor support environments, specifically supporting complex application environments, problem and incident management, and reporting requirements.

  Application and system monitoring. We use Dynatrace, but experience is other known monitoring solutions is valued.

Your skills

  AWS and/or Azure Cloud, ITIL frameworks and language, and ISO 27001 framework

  Excellent reporting and documentation writing skills, specifically deployment plans, post-implementation incident reports, and other reporting.

  Interest or experience in Finance and/or Utilities domain (on the client or vendor side) is a plus.

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