Application Support Analyst

MTData; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible leave options

Employee Share Purchase Plan

Employee Assistance Program

Job summary

MTData in Mulgrave (VIC) is seeking an Application Support Analyst to join our team. You will provide hands-on technical support for MTData's applications, investigate issues, reproduce defects, and coordinate with developers for fixes.

Daily tasks include troubleshooting issues, monitoring performance, applying patches, and documenting support notes. Strong problem-solving and clear communication with customers and internal teams are essential.

Qualifications

• Experience in application support, software support or service desk.
• Ability to troubleshoot software or systems and resolve issues.
• Strong problem-solving and ownership.
• Clear communication of technical issues to customers and internal teams.
• Experience managing multiple support cases with priorities.

Responsibilities

• Troubleshoot application and system issues reported by customers.
• Identify root cause and reproduce/test issues before escalation.
• Collaborate with developers and technical teams for permanent fixes.
• Monitor system performance and assist with patches and upgrades.
• Maintain support documentation and handovers.

Skills

Application support

Troubleshooting

Customer communication

Cross-team coordination

Job description

MTData | Mulgrave, VIC | Full Time

Support technology that keeps vehicles and fleets moving

MTData develops connected technology used by transport and fleet operators across Australia. Our solutions bring together software, vehicle telematics, mobile technology and data to help customers manage their fleets and day-to-day operations.

We are looking for an Application Support Analyst to join our team in Mulgrave.

This is not a general customer service role. You will provide hands-on technical support for MTData's applications, investigating software and system issues, working through problems to identify the cause, and escalating more complex issues to our development and technical teams.

If you enjoy troubleshooting, working out why something is not working, and helping customers get technology working as it should, this could be a great next step.

What you will be doing

Your day will involve a mix of technical investigation, customer support and coordination, including:

• Troubleshooting application and system issues reported by customers
• Investigating problems to identify the root cause rather than simply treating the symptom
• Reproducing, testing and qualifying reported issues before escalating them
• Working with developers and technical teams when an issue requires a permanent software fix
• Monitoring system performance and identifying potential issues or risks
• Supporting applications through software patches and server upgrades
• Keeping customers informed while issues are being investigated and resolved
• Analysing customer and asset data to help diagnose problems
• Creating and maintaining support documentation
• Assisting with new customer implementations, application support and training
• Coordinating with field technicians and contractors where an issue involves equipment in the field
• Recording work clearly through support notes, handovers and checklists

What we are looking for

You do not need to know MTData's technology already. What matters is that you have the technical curiosity and problem-solving skills to learn it.

We would particularly like to hear from people who have experience in areas such as:

• Application support, software support, technical support or service desk
• Troubleshooting software or systems rather than simply logging and forwarding tickets
• Investigating technical problems and working logically towards a resolution
• Communicating technical issues clearly to customers and internal teams
• Managing several support cases at different stages without losing track of priorities
• Working with developers, engineering or other technical teams to resolve more complex problems

Experience with fleet management, telematics, transport technology, connected devices or similar systems would be useful, but is not essential.

Most importantly, you will be someone who is comfortable asking questions, digging into an issue and taking ownership of it through to resolution.

Working hours

The support team operates across a rotating roster between 7:00am and 8:00pm, so you will need flexibility to work different shifts within those operating hours.

About MTData

MTData has been developing vehicle telematics and connected fleet-management technology since 2003. Today, we support more than 800 customers across a range of industries, including many recognised names in Australian heavy vehicle transport.

MTData is part of the Jonas Software group, providing the backing of a global software organisation while maintaining the specialist product and industry focus of the MTData business.

Benefits

Our benefits include:

• Employee Share Purchase Plan through our parent company, Constellation Software
• Flexible leave options, including the opportunity to purchase additional leave
• Employee Assistance Program supporting mental and physical wellbeing

Jonas Software is an operating group of Constellation Software Inc. (TSX: CSU).