Techtronic Industries (TTI) is a global organisation, a world-class leader in quality consumer and professional products marketed to the home improvement and construction industries. The TTI brands like MILWAUKEE, RYOBI, AEG, VAX and many other are recognised worldwide for their deep heritage, superior quality, outstanding performance and compelling innovation.
Through an ongoing company-wide commitment to cordless technology, innovation and strong customer partnerships, TTI consistently delivers exciting new products that enhance customer satisfaction and productivity. We are committed to ensuring our people have a great experience at TTI, so in addition to an exciting and challenging role we also provide:
Competitive remuneration package
Modern office/workshop with onsite parking
All the tools of trade provided
Exposure to world class technologies
Generous discounts on company products for multiple brands
TTI is currently seeking a Applications Support Analyst to join our team in Rowville. Reporting to the IT Enterprise Applications Manager, your key duties will include:
Key duties:
Responsible for troubleshooting and resolving application issues.
Responsible for monitoring and responding to open tickets submitted through an incident management system
Troubleshoot and escalate alerts that cannot be resolved to appropriate section
Prioritize and handle service requests and incidents
Progress issues and provide relevant information for troubleshooting or for clarification
Identify opportunities for process improvement and contribute to departmental initiatives
Responsible for improving and documenting the technical processes around application support
Work collaboratively with IT on change requests, managing issues and establishing priorities
Handle late night and weekend emergency support on as required
Resolve system problems during non-business hours or backlogs by providing off-hours support as needed
Ensure the performance of daily health checks of the applications, scripts, and infrastructure by support team
Skills & qualifications:
Education: Bachelor’s degree in IT/Computer Science or in a related technical or business area
Knowledge: Hands-on experience working in an applications production support/application development environment.
Possess a detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems to troubleshoot and resolve application issues
Familiarity with implementation of DevOps, and Risk applications.
Production Support, implementation and system management experience
Collaborative skills: work with effectively with cross-functional teams
Communications skills: excellent written and verbal communication skills for documentation and customer support duties, and must also be comfortable communicating complex concepts to others having diverse levels of seniority and technical competence
Customer service skills: demonstrated ability to provide customer support and deal with escalated customer issues
Problem- solving skills: drive to proffer solutions to problems, as well as with a passion for innovation
Interpersonal skills: effectively influence and communicate cross-functionally
Organizational skills: multi-task, effectively prioritize work, and adapt during pressured situations.
