Trainee Support Analyst (Data Solutions)

Private Company

Melbourne, VIC

Posted 2/15/2020

Optivia is the master distributor of Infogix’s Lavastorm and Data360 Analyze software, and responsible for providing technical support to all users of the software in the Asia-Pacific region. As part of Optivia’s growth we are now seeking a trainee Support Engineer to work with the Technical Director and progressively take over his responsibilities for customer technical support. As well as being able to identify, diagnose and solve technical problems, the successful candidate must also provide a quality end-user experience. There will be a strong focus on customer service, meeting customer expectations and requirements, as well as improving processes to meet that goal. Salary range: $55,000-65,000 +superannuation Reporting to: Technical Director Requirements: Undergraduate qualification in a technical subject (ICT, engineering etc) At least 1 year of work experience in a technical or data-centric role Experience using Lavastorm and Data360 Analyze Experience in SQL and Python (knowledge of Java considered favourably) Experience trouble-shooting enterprise software or IT solutions Technical knowledge of data solutions involving data extraction, transformation and analysis Familiarity with Linux and Windows platforms Familiarity with cloud-based IAAS and/or PAAS on Azure or AWS Understanding of IT system networking and security principles Problem-solving skills. Excellent communication skills and confidence to deal with stakeholders at all levels. Ability to work autonomously and effectively manage time according to company and customer priorities. Experience using data visualisation tools and supporting ‘managed service’ solutions considered favourably Activities and Responsibilities Provide Level 1 support for all inbound customer incidents – recording incident, reproducing issue, prioritising for escalation etc. Provide Level 2 support (as and when your skills permit): – analysing, evaluating and diagnosing technical problems and issues, lodging bug or enhancement requests with vendor, documenting solutions. Providing support for projects involving technology rollouts and software upgrades, remotely or at client site. Testing, identifying and diagnosing functionality errors and faults in systems, and logic/code within established guidelines to ensure systems perform to specification Creating and reviewing technical documentation such as procedural, instructional and operational guides and manuals Liaising with software vendor’s Level 3 support and licensing teams overseas. Contributing to the design and deployment of processes and systems for the recording, escalating and tracking of all Level 1 and 2 support issues. Developing, conducting and providing technical guidance and training in application software and operational procedures Managing a database of customers and their maintenance status and support entitlements Handling all product license requests and extensions. Performing other internal and client-facing tasks when available and required to do so. This is a unique opportunity to join a successfully growing company, expanding into new areas, where you can further develop your skills and knowledge.

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