Application Support Analyst — Troubleshooter for Education Tech

Exclaim IT | IT Recruitment Agency

City of Brisbane

On-site

AUD 70,000 - 90,000

Full time

14 days+

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Job summary

Exclaim IT is supporting a Brisbane-based education technology leader in delivering student information systems and learning analytics. They are seeking an Application Support Analyst to provide high-quality technical assistance, troubleshoot issues, and guide users across the company’s software.

You’ll work closely with customers, internal teams and developers to resolve problems and continuously improve the customer experience.

Qualifications

Experience in application support, software support or a similar technical role.
Strong analytical and troubleshooting skills with a methodical problem-solving approach.
Working knowledge of web applications, databases and SQL.
Understanding of APIs, integrations and how systems communicate.
Experience using diagnostic tools such as browser developer tools, logs or similar technologies.
Ability to identify, reproduce and clearly document software defects.

Responsibilities

Provide professional technical support via phone, email and service desk software, including triaging and prioritising customer issues.
Investigate and resolve application, data and system issues using structured troubleshooting and diagnostic tools.
Reproduce and document software defects, work with developers on resolution, and participate in testing and validation.
Use tools and technical knowledge to investigate issues across web applications, databases, data and integrations.
Develop strong knowledge of the software platforms and create user guides, FAQs and other self-service resources.