Product Support Specialist
ELMTREE SERVICES PTY LTD Melbourne
D2L Australia Pty Ltd is seeking a full time qualified, Product Support Specialist (Analyst Programmer).
The Product Support Specialist requires an individual who has experience in resolving highly technical complex client issues with great troubleshooting skills and ability to think outside the box.?You possess technical knowledge, problem solving skills and experience in a helpdesk environment providing technical support to clients.
o Well versed using several applications such as: XML |C# |Linux | Phyton |Java| ASP.Net Core MVC| JavaScript | HTML | Bootstrap | DB | CSS | Oracle |PL/SQL | MySQL| GitHub | Agile | SCRUM | Web Development | SDLC | Azure | Fiddler | Mobile
o Applying in-depth troubleshooting and debugging skills along with deep knowledge of systems, databases, and applications to get to root cause of the customer’s issue
The Product Support Specialist requires an individual who has experience in resolving highly technical complex client issues with great troubleshooting skills and ability to think outside the box.?You possess technical knowledge, problem solving skills and experience in a helpdesk environment providing technical support to clients.
In this position you will provide support for clients from all verticals (K12, Higher Education and Enterprise) who use D2L’s suite of eLearning web-based software.
The salary offered is $76,000 per annum plus super.
The tasks and responsibilities of the position include:- Technical skills and experience: Extensive experience allows to act as an advisor in a technical/functional capacity.
o Well versed using several applications such as: XML |C# |Linux | Phyton |Java| ASP.Net Core MVC| JavaScript | HTML | Bootstrap | DB | CSS | Oracle |PL/SQL | MySQL| GitHub | Agile | SCRUM | Web Development | SDLC | Azure | Fiddler | Mobile
- Data Collection and Analysis: Gathers IIS log data. Know how to accurately interpret this data to accurately report findings to customers.
- Critical product knowledge: Well versed in all LE Core products and tools and experienced handling other integrations allowing Support to achieve SLOs.
- Analyzing & researching the clients’ requirements, then develops requirement document for system design & development.
- Developing and preparing documents for the general design of software that meet system and security requirements, including the selection of alternative approaches.
- Writing and maintaining program code using HTML, JavaScript and SQL as per system requirement and design in line with quality accredited standards.
- Testing and debugging the applications software using the source code to debug and diagnose the logical errors.
- Correcting software issues Correcting software issue by:
o Analyzing from errors logged and/or behavior observed from the application to identify the software bug
o Isolating, replicating, and documenting all necessary details related to the identified software defecto Applying in-depth troubleshooting and debugging skills along with deep knowledge of systems, databases, and applications to get to root cause of the customer’s issue
o Documenting and communicating effectively to Development team step-by-step instructions to reproduce the issue and findings to help identify root cause and suggest on possible fixes.
o Identifying and executing appropriate DEV-approved workaround scripts, if/when available- Configuring the application software and providing end user and admin support.
- Writing instructions and guidelines for end users for operational procedures
- Developing documents for FAQ's and Knowledge-Based Articles
- Bachelor's degree or equivalent in Computer Science
- ITIL V3 Foundation Certification an asset
- Minimum of 2 years’ experience in a technical support role
- Experience supporting enterprise software applications
- Basic knowledge authentication protocols (LDAP, SSO, Shibboleth)
- Experience with Fiddler and other Browser-based Analytics and Reporting tools would be an asset
- Experience with eLearning software and supporting a Learning Management System would be an asset
Richmond VIC, 2 km from Melbourne
to access and disburse funds in convenient and innovative ways. BHN’s network spans across the globe with over 400,000 consumer touchpoints.
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