Job Title

Direct message the job poster from m-ViewHuman Resources Coordinator @ RFI Technology Solutions | Bachelor of CommerceAbout m-View Live Videom-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 Rolem-View is on the hunt for an Application Support Analyst to significantly expand the capabilities of mViews 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 escalate or resolve customer application issues.The role will be responsible for providing Level 1 & 2 technical support for the companys 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 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 2-3 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 ResponsibilitiesProvide software application support and troubleshoot issues with embedded hardware products (Body Worn Camera, In-Car Video systems).Monitor and respond to open tickets submitted through an incident management system.Log all calls and customer interactions in Salesforce, ensuring adherence to customer SLAs.Escalate unresolved issues to the appropriate team with relevant troubleshooting details.Identify and contribute to process improvements and departmental initiatives.Improve and document processes for efficiency and clarity.Collaborate with internal teams on change requests, application releases, issue management, and prioritisation.Provide emergency support during late nights and weekends as required (24x7 Standby Allowance provided).Conduct daily checks and monitoring of production environments, scripts, and infrastructure.Develop and deploy application changes, automating repeatable manual tasks.Perform post-verification testing following releases.Essential Skills and ExperienceExcellent communication skills, customer support abilities, organisational, and interpersonal skills.Previous experience in application support/helpdesk roles.Experience in deployment in a public/private cloud environment for large enterprises & government.Cloud technologies: Amazon Web Services (AWS) and Microsoft Azure.Strong technical knowledge in databases, SQL, and operating system platforms.Experience with Microsoft Windows and Server Operating Systems.Familiarity with Microsoft Deployment Toolkit and SCCM.Proficiency in Microsoft Active Directory, DHCP, and DNS.Knowledge of IP networking, including TCP/IP, UDP, Firewalls, VPN, and Proxy servers, and how they relate to real-time media delivery.Experience in change management, including server patching and software release processes.Identity and Access Management (IAM) experience with AD FS and Okta.Experience with iOS and Android Mobile Device Management (MDM).Proficiency in using Salesforce Case Management for logging and managing cases.Ability to multi-task, prioritise work effectively, and adapt in high-pressure situations.High attention to detail and problem-solving skills.Familiarity with DevOps and Agile methodologies (advantageous).A relevant tertiary qualification in Information Technology or a related field.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.This is no ordinary role, and we''re looking for someone exceptional to take up the challenge.This role is available for an immediate start.Applicants must have full working rights in Australia.Seniority levelEntry levelEmployment typeFull-timeJob functionInformation TechnologyIT Services and IT Consulting #J-18808-Ljbffr