Software Support Engineer
Multifaceted Role, with primary duties as software Support Engineer for a Smart Meter Innovator, and key player in the Australian and Pacific market
Summary about this job
Help Desk & IT Support
Company: Wise Recruitment
Location: Brisbane
Work type: Full Time
Salary: $75,000 - $84,999
Phone: +61-3-9544-9145
Fax: +61-7-9131-1133
E-mail: n\a
Site: n\a
Detail information about job Software Support Engineer. Terms and conditions vacancy
About the business
The organisation is a key player in a rapidly expanding market of smart meters, as both the meter vendor and the end to end software vendor providing a prepaid metering solution.
About the role
The role is supporting level 2/3 .Net applications with Web front end, MSSQL backend, utilising HTTP communications in low bandwidth environments.
Benefits and perks
Competitive salary
This is a great opportunity for someone to come and join a fun dynamic team.
This role offers a career progression path as the company grows.
We are seeking a team player with a broad skill set, and a focus on customer service.
Skills and experience
Responsibilities:
- Provide Level 2/3 support to all customers
- Raise or Respond to escalated tickets via phone, email and screen share
- Ensure all tickets are processed with the highest level of customer satisfaction, and resolved within agreed SLAs
- Write SQL queries to analyse or update data as required.
- Test, create bugs and investigate problems reported by customers.
- Create SQL and PowerShell scripts to assist or provide automation.
- Troubleshooting RFID issues, and testing failed cards.
- Provide support services to key clients.
- System configuration.
- Systems monitoring, and issue resolution/escalation.
- Application level data retrieval and restore for failed hardware.
- Consulting and training.
- Create or update customer documentation as required.
- Capture and document change requests escalate to Account manager.
- Capture purchase orders for meters, RFID cards, escalate to Account manager.
- Provide recommendations for product roadmap.
- Document release notes, and liaise with clients for upcoming software releases.
- Perform software updates.
- SSL certificate generation and renewals.
- Setup Zendesk account, and monthly reporting.
Additional Skills:
Understanding essentials of electrical meters.
Understand essentials of RFID cards and readers.
- 4+ years Software support engineer experience.
- Experience supporting networked solutions.
- Experience supporting applications.
- Experience supporting SQL Server applications.
- Excellent communication skills, both verbal and written.
- Experience using Jira ticketing system, and Confluence collaboration software.
- Ability to work independently and as a team player.
- Enjoys working in a flexible working environment, with a goal focus.
- Ability to learn, and work in a fast paced environment.
- Experience using Zendesk help desk software beneficial.
- Software development background beneficial.
- Prior knowledge of electrical metering very beneficial.
- Prior knowledge of RFID technology and systems very beneficial.
- Prior knowledge of Azure platform very beneficial.
- Prior knowledge of Retail store operations very beneficial.