Application Support Consultant

Job Description

Role: Application Support Consultant

Location: Melbourne

Permanent role

The Support Consultant is a product technical specialist and assists the customer in overcoming technical challenges in their day-to-day operation of Objective software. The prime focus is remote technical support to ensure that the Objective solution is working as designed in our customer environment. 
 
The Role:
 
You will support the organization by providing hands-on technical support, assistance and training across the business. 

We are looking for candidates who has experience in supporting application servers,Internet Information Services (IIS, formerly Internet Information Server) along with .NET, Microsoft Web Services (Azure)
Responsibilities:

• Incident Support Services. Provide remote product technical support to customers. Obtain a solid understanding of the customer issue, diagnose, and provide an appropriate solution according to service levels. Follow escalation processes as appropriate. Take into consideration the customer business impacts and Objective's contracted responsibilities when providing recommendations and solutions.
• Technical Knowledge. Maintain up-to-date and relevant technical knowledge of Objective solutions and the environments in which they run. Ensure testing systems and lab equipment are appropriately setup and administered for effective problem duplication
• Customer Relationship.  Assume technical support ownership of the designated customer set, and foster a relationship with the key customer technical contacts to broker a positive and effective partnership between the two organisations. Collaborate with the respective Objective Client Executive to ensure consistent communication and management of critical impacts.
• Customer on-site visits. Perform scheduled Global Support customer onsite visits in accordance with the account plan. Prepare documentation and reporting to support the visit, and ensure that the customer is receiving value from the Objective support offerings
• Maintain up to date customer information in helpdesk system for all assigned customers.
• Respond to customer support calls within the SLAs with the highest level of customer service
• Use product knowledge to troubleshoot customer incidents
• Provide level 1 and level 2 support to the customer

Skills and Experience Required:

• 3+ years’ experience in general IT and desktop support and application support.
• MS Office (Access, Excel, Advanced MS Word, Outlook)
• Operating System: Exposure to general use and administration of Microsoft operating systems (Windows Server 2003/2008, Windows XP/Vista/7). Exposure to Unix (Solaris) is also beneficial.
• Database: Knowledge and experience with Relational Database Management Systems such as Oracle or SQL Server. Knowledge of SQL.
• Reporting using Clickview, Business Objects and Microsoft reporting services
• Excellent communication skills