Application Support Analyst
- Key point of contact between technical and field services teams and external customers.
- Undertake root cause analysis on reported issues and escalate to developers.
- Monitor system performance and provide application support to new customers.
Application Support Analyst — Mobile Tracking and Data Pty Ltd (MTData)
Full Time
Location: Mulgrave, VIC | Salary: $70,000–$80,000 per annum
About MTData:
MTData is part of the Jonas Software Group of Companies that acquires, manages, and builds industry-specific software companies globally. Jonas Software has over 100+ acquired companies and 3,000+ employees globally.
MTData, revolutionizes businesses with innovative vehicle telematics and connected fleet management technology. We work across a wide range of industries and are leading the path to an exciting future of IoT. For over 20 years since 2003, MTData has been helping businesses to improve operational efficiency, reduce costs and meet safety compliance requirements.
MTData serves over 800 customers, including the majority of the most recognised names in Australian heavy vehicle transport.
Summary of Position:
As the Application Support Analyst, you'll be the key point of contact between our technical and field services teams and our external customers, providing expert support to keep systems running smoothly.
Key Responsibilities:
- Undertaking root cause analysis on reported issues and escalating to developers for a permanent fix
- Monitoring system performance and addressing issues or risks as they're identified
- Supporting the system during software patches or server upgrades
- Developing and maintaining documentation relevant to systems support
- Testing and qualifying reported issues before resolution
- Supporting project delivery by providing training and application support to new customers
- Creating and presenting daily reporting to internal and external customers
- Analysing and summarising asset data for customers
- Communicating completed work orders and tasks via handover reports and checklists
- Providing field staff with job confirmation and requirements
- Responding to customer queries and requests within service level agreements
- Providing regular updates to customers on resolution timelines and progress
- Coordinating workflow and jobs to field technicians and contractors
- Negotiating and resolving customer issues and complaints to a satisfactory outcome
- Prioritising and responding to internal technical queries, escalating critical jobs as needed
Skills and Experience Required
- Strong customer service and communication skills, both written and verbal
- Technical competency supporting small-to-medium applications
- Proven problem-solving, troubleshooting, and issue resolution skills
- Ability to manage multiple tasks and use your own initiative
- Flexibility to work shifts on a rotating basis between 7am and 8pm
Our Culture and Perks
To help make your journey more enjoyable, we offer a range of benefits including:
- Employee Share Purchase Plan from our parent company Constellation Software
- Flexible leave offerings, including opportunities to purchase additional leave
- EAP Support, offering mental/physical wellbeing counselling
How to Apply
If this sounds like the role and environment for you, we’d love to hear from you! To apply, please submit your resume with details of your experience.
Our parent company, Jonas Software, is an operating group of Constellation Software, Inc. (CSI), a public company listed on the Toronto Stock Exchange (CSU.TO). CSI has revenues of over $5 billion USD and over 30,000 employees across the globe
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