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Application Support Analyst

4 months ago

Manila, National Capital Region, Philippines Booth and Partners Full time

About the Client:

A leading and award-winning Australian IT services and solutions provider, Data#3 Limited (DTL), is focused on helping customers to harness the power of people and technology for a better future.

Built on a foundation of over 45 years' experience, combined with world-leading vendor technologies, Data#3 is constantly evolving its solutions and services to enable its customers' success. Leveraging solutions such as cloud, modern workplace, security, data & analytics and connectivity, combined with Data#3's services across consulting, project services and managed services, Data#3 is delivering the digital future.

Listed on the ASX in 1997, Data#3 reported revenues of $2.2 billion in the 2022 financial year and has more than 1,200 employees. Headquartered in Brisbane, it has facilities across 12

Job Summary:

As an Application Support Analyst, you'll play a crucial role in troubleshooting and resolving application incidents and requests within agreed SLAs. You'll leverage your expertise to innovate and implement process improvements, collaborate with vendors to ensure effective support, and manage application lifecycles to meet best practice standards.

Job Responsibilities:

Proactively troubleshoot and close incidents and requests in line with customer expectations and contracted SLAsMaintain information technology industry expertise and currency of vendor certificationsInnovate and share ideas on process improvement across all facets of the business unit to enhance workflow efficienciesCollaborate with Vendor Partners to ensure support mechanisms are in place to achieve timely triage and resolution of issues for applications, within required SLAsEnsure application lifecycles are managed in accordance with best practice standards and guidelinesPerform regular reviews of software solutions, including Microsoft 365 services, Citrix, Dell, Fortinet, and Infoblox to ensure business needs are metIdentify value-add opportunities across the application portfolio such as new application features, deployment options, and ways of working, ensuring value from existing solutions is deliveredAssist to apply security awareness across all application portfoliosMaintain up-to-date and accurate records of work performed (i.e. timesheets, meeting minutes, status reports) using tools and standards and within the required customer format
Requirements Minimum 3 years' working within a similar role Experience working within a technical customer service-focused role Advanced knowledge of Microsoft, Citrix (or other Remote Access technologies), Cloudflare Experience with software such as Service & cloud technologies within MS Azure Demonstrated experience working with Windows System and domain administration SQL Database configuration and administration capabilities Foundational understanding of networking technologies and concepts, preferably for: Infoblox, Fortinet, and Cisco Knowledge of ITSM tools and ServiceNow (highly desirable) Experience working within an Agile environment Experience working with cross-functional teams Highly developed written and oral communication with internal and external stakeholders, at all organizational levels Highly developed interpersonal skills Highly developed organizational skills Highly developed troubleshooting, incident management, and problem resolution skills Highly developed analytical and critical thinking skills Ability to manage conflicting priorities while maintaining a high level of attention to detail Ability to work collaboratively and effectively individually and within team environments, fostering synergy and achieving collective goals Ability to effectively identify issues, explore innovative solutions, and make well-reasoned decisions Ability to effectively present to groups and individuals Must have Fiber Optic internet with at least 25 Mbps bandwidthMust have a backup desktop or laptop with the latest OSMust be able to work from Monday to Friday, AU hoursMust be amenable to reporting to our Makati or BGC office as needed only

Benefits

WHAT WE OFFER:

Great Place to Work-Certified Company

Premium HMO

Holistic employee experience

Hybrid work setup

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program