Copy Of Application Support Analyst

M-View Live Video Pty

Melbourne

Hybrid

AUD 70,000 - 110,000

Full time

9 days ago

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Benefits offered by this job

CBD office

Hybrid working culture

Training platform subscriptions

Regular social events

Job summary

m-View Live Video Pty is seeking an Application Support Analyst in Melbourne to deliver Level 1 and 2 technical support for internal applications and embedded hardware systems. The role blends customer service with IT expertise, handling incident triage, troubleshooting, and escalation within a hybrid work setup with a 3-office policy.

You will monitor tickets, log cases in Salesforce, and work with DevOps, QA, and product teams to implement changes while following SOPs and maintaining strong

Qualifications

Experience in application support / helpdesk.
Experience with deployment in cloud environments (public/private).
Proficient in Salesforce Case Management and incident tracking.

Responsibilities

Provide Level 1 & 2 application support for internal apps and embedded hardware products.
Monitor and respond to open tickets in incident management system.
Log interactions in Salesforce and adhere to SLAs.
Escalate unresolved issues with clear troubleshooting data.
Collaborate with Software, QA, and Product teams on releases and changes.

Skills

Communication skills

Customer support

Organization

Interpersonal skills

Helpdesk experience

Cloud deployment

SQL & databases

Windows Server

DevOps/Agile familiarity

Education

Bachelor in IT or related field

Tools

Salesforce

SCCM

MDT

Active Directory

DNS

DHCP

Windows Server

Okta

IAM

Job description

Job Description

About m-View Live Video

m-View is a leading provider of video evidence solutions for Public Safety, Government and Security markets.

Our vision is to create a safer and more just world by harnessing the power of digital evidence.

Our product line is a SaaS model that incorporates hardware (Body Worn Cameras, In-Car-Video systems, Drones) and software (web-based evidence management and mobile applications).

Our customers are a mix of Local and State Government entities as well as private clients both domestically and abroad.

About the role

m-View is on the hunt for an Application Support Analyst to significantly expand the capabilities of m-View’s customer Support team.

This is a key part of providing exemplary service to our customers in handling application and technical enquiries. The Applications Support Analyst ensures excellent customer service through the application of customer support skills, business, and technical knowledge to triage, diagnose, troubleshoot, and escalat(e) or resolve customer application issues. The role will be responsible for providing “Level 1 & 2” technical support for the company’s internal applications and ensuring adherence to Standard Operating Procedures and implementing best practices for achieving support objectives.

The role reports directly to the COO and will be working alongside the Operations and Support team as well as closely with the Software Development, QA and Product teams.

The role will be based in Melbourne with a hybrid working from home and office policy (the Operations team is currently in the office 3 days per week).

This is a full-time salaried role with 4 weeks paid annual leave per annum. Salary will be negotiated at time of interview.

Key Responsibilities

Provide software application support and troubleshoot and resolve issues with embedded hardware products (Body Worn Camera, In-Car Video systems)
Responsible for monitoring and responding to open tickets submitted through an incident management system
Log all calls and customer interactions through Salesforce and adhere to customer SLAs
Promptly escalating issues that cannot be resolved to appropriate team and provide relevant information for troubleshooting or for clarification
Identify opportunities for process improvement and contribute to departmental initiatives
Responsible for improving and documenting processes
Work collaboratively with internal teams on change requests, application releases, managing issues and establishing priorities
Handle late night and weekend emergency support as required (24×7 Standby Allowance provided)
Ensure the completion of daily checks and monitoring of production environments, scripts, and infrastructure
Develop and deploy application changes by working with the team to automate repeatable manual tasks
Perform post verification testing following release

Essential Skills and Experience

Has excellent communication skills, customer support abilities, organizational, and interpersonal skills.
Has previously worked in application support / helpdesk
Experience in deployment in a public/private cloud environment to large enterprise & Government
Cloud technologies: Amazon Web Services and Microsoft Azure
Firm grasp of core technical areas, including databases and SQL and operating system platforms
Microsoft Windows and Server Operating Systems
Microsoft Deployment Toolkit, SCCM
Microsoft Active Directory, DHCP and DNS
IP networking including TCP/IP, UDP, Firewalls, VPN, Proxy servers and how they relate to real time media delivery.
Change Management i.e Server Patching and Software release
IAM such as AD FS, and Okta
iOS and Android MDM
Experience in using Salesforce Case Management Platform for logging and management of cases
Ability to multi-task, effectively prioritize work, and adapt during pressured situations.
High attention to detail
Familiarity with implementation of DevOps, and Agile ways of working is advantageous
A relevant tertiary qualification in Information Technology or other related fields

Why Apply?

m-View is committed to our people and their career development, health and well-being, work-life balance and reward, and recognition.

Perks include a modern well located CBD office, hybrid working culture, subscriptions to training platforms to build your skills in your own time, and regular social events.