Software Helpdesk Support & System Administration Specialist

Summary about this job

Detail information about job Software Helpdesk Support & System Administration Specialist. Terms and conditions vacancy

A little about the role:

Our client is a well-established, Global Software Company that has thrived because of their continuous innovations for clients. In this role, you will be reporting to the Business Services Manager and will be working with a tightknit software support team. Your main duties will be working in the help-desk support team, trouble shoot and contributing to various in-house programming projects. You will be ensuring that issues are properly diagnosed and resolved within an appropriate amount of time in order to minimise the user's downtime from a particular issue. As required, follow through with tickets for new system or software set ups within the required time frames.

More specifically, you will:

• Answering inbound helpdesk support calls to assist users with access / usage issues (reactive support)
• Outbound calls to users when we see error logs but prior to them making a call to us (proactive support)
• Provide new user set ups, hardware set ups, education and other in order to get new users up to speed
• Basic functional spec writing
• Other technical support as required
• Be able to work rotating shifts 6:00am-2:00pm, 7:30am- 3:30pm 9:00am-5:00pm & 11:00am-7:00pm
• Assist in project work and customer roll outs as required
• IT support to resolve logged help desk calls
• Maintain IT documentation to ensure procedures and points stay current
• Implementation of customer software
• Ensure that all policies and plans are adhered to at all times.
• Have a general understanding of the functionality and the requirements
• Take appropriate action to maintain the integrity of the site and software
• All other duties as assigned by Manager or Supervisor

A little about you:

You will be someone who thrives working in an Agile environment. Proven experience of delivering a high degree of customer service and can effectively problem solve in an "out of the box" way including appropriate interpersonal skills to manage demanding or difficult customers appropriately. You will have basic skills in SQL reporting, be a self-motivated team player with the ability to work calmly under pressure, to meet tight deadlines and see tasks through to completion with minimal supervision. You will also have strong attention to detail as well as a high degree of accuracy in data entry; the ability to ensure that customer requirements are recorded exactly as specified. Finally, you will have Computer Science education or equivalent.

Key requirements for role:

• 1-2 years of strong direct customer service / help desk experience in a software or technical environment within a software vendor
• Must have strong experience within Unix/ Linux environment
• Must have experience in Oracle database with the ability to write queries
• Must have Windows server administration (WIN2016, WIN 2012, WIN 2008)
• Must have Network management
• Must have Vmware
• Computer Science education or equivalent
• Must be able to use Crystal Reports or SQL report writer
• Must have exposure to cloud providers
• Shell scripting experience (preferred)
• Experience in assisting in the installation, configuration and maintenance of IT infrastructure
• Oracle understanding and or experience
• Strong verbal and written communication skills
• Self-motivated team player with the ability to work calmly under pressure, to meet tight deadlines and see tasks through to completion with minimal supervision
• Attention to detail as well as a high degree of accuracy in data entry; the ability to ensure that customer requirements are recorded exactly as specified
• Possess high level of organisational skills, can manage own time and tasks to completion
• "Can-do" attitude and leads by example
• Zen desk experience (preferred) and or
• Jira experience (preferred)
• Communicates effectively with team – provides clear information/instructions & listens to team effectively
• Communicates effectively with colleagues and management regarding all aspects of customer service
• Demonstrated ability to solve problems within level of accountability
• Display initiative and ability to multitask

A little about the company:

Our client has grown its HQ to now be selling their products globally. They have expanded significantly over the past 15 months and will expand even further the next 12 months. They have a terrific company culture that values its employees. They are focused on continuous improvement, are collaborative who look to develop their employees.

Yolk knows that candidates work hard during the week and calling during office hours is sometimes not possible. You are more than welcome to call 1300 795 334 after hours or on the weekend to speak to a recruitment consultant!