Technical Support Analyst

Division:

Based in Australia, Auto-IT helps retail dealerships in the automotive, trucking, agriculture and construction equipment industries to operate and grow their business. It does this through the development and support of innovative and robust dealer management software systems (DMSs), distributor systems and other software solutions.

As one of the largest DMS companies in Australasia, we’ve delivered powerful systems to the market for over 40 years and work closely with all major OEMs and allied industry partners. You’ll find our systems throughout Australia and New Zealand, plus the USA, Canada, South East Asia, Africa, Fiji and Mexico. Our offices are in Melbourne, Sydney, Kuala Lumpur, Bangkok, Bangalore and Wellington, plus channel partners in South Africa and Mexico.

Division Link: https://auto-it.com/

Job Responsibility:

The scope of this role includes, but is not limited to, providing 1st and 2nd level support for the Auto-IT business and its customers, for providing installation and support of the Auto-IT web product suite, end users, incidents, problem and change management process and procedures.

Key Duties and Responsibilities:

• Provide 1st and 2nd level support to the business and its customers

• Create new user and email accounts, password changes, MFA resets

• Monitor backup alerts and resolve any issues that arise with a view to incident reduction

• Monitor and resolve any endpoint protection (antivirus) issues

• Monitor firewall warnings/alerts and resolve

• Install, deploy and configure Auto-IT web applications and Web services endpoints using IIS

• Liaise with our customers or their third-party IT with the required firewall configurations

• Implement solutions, in conjunction with 3rd Level support & Management, that meet the business / customer needs

• Provide level 2 support troubleshooting for issues related to web applications

• Undertake proactive system maintenance, troubleshooting, and reporting

• Provide assistance and guidance to end users, 3rd party vendors, and customers

• When required help monitor and maintain patching systems and server backups

• Administration of virtual server’s environments, Storage Area Networks, server infrastructure, networks (LAN/WAN), Active Directory, Security etc.

Process Improvement

• Develop and maintain detailed technical documentation for all web app deployment and configurations that Auto-IT develop and support

• Initiate and document detailed Technical Change Requests and Service Requests

• Maintain a working knowledge of Auto IT web applications, infrastructure architecture required for them and work proactively to identify improvements that support business requirements

• Incident Request Life Cycle, Continuously and actively monitor the Service Desk support queue, service calls and system alerts

• Ensure that all requests for assistance are logged within two business hours of being received

Incident Request Life Cycle

• Escalate critical incidents where appropriate to Level 3 or Technical Services Manager in a timely fashion

• Raise, record, track and manage technical Incident Requests and Service Requests, from identification to closure.

• Adhere to Auto IT Change Management practice

• Maintain and contribute to the knowledge base for all changes, requests, problem, resolutions and technical documents etc.

Relationships

• Reporting to the Technical Services manager

• Liaise with support teams to ensure procedures are followed and expectations are being met

• Liaise with third party vendors to ensure incidents are resolved within agreed SLAs

• Establish and maintain positive customer relationships where both parties are motivated to fulfil their respective obligations and successfully meet expectations in order to achieve a win-win outcome

• Build and maintain relationships with both Internal and External Auto IT customers

Other Duties and Activities

• Adhere to all Auto IT Policies and Procedures.

• Provide up to date timely reporting when required

• Undertake other duties as required that are within skills and abilities of the post holder.

• Maintain a polite, sympathetic and at all times professional attitude when dealing with internal and external customers, whether it be in person, by phone or via electronic communication

Technical Competencies

• Excellent written and verbal communication skills (essential)

• Willingness to take ownership of problems and investigate issues, identifying root causes, and see them through to resolution (essential)

• An understanding of Microsoft Active Directory, Group Policies, AD Sites & Services

• An understanding of Microsoft Distributed File System

• Excellent knowledge of security best practises, e.g. Virus solutions, Firewall solutions (essential)

• Excellent knowledge of Backup solutions, backup devices, and configuration of both (essential)

• Knowledge of infrastructure architecture for small to large organisation (essential)

• Thorough understanding of the requirements of a tiered support structure (essential)

• Strong problem analysis skills (essential)

• Understanding of the ITIL framework for problem, change and release management

Qualifications (Education & Experience):

• Experience in systems support (essential)

• Proven technical skills in some or all of the following:

• Microsoft Active Directory (Good Understanding)

• Office / Exchange 365 (Basic Understanding)

• Backup infrastructure (Basic Understanding)

• Virus control and security implementations (Basic Understanding)

• Microsoft IIS (Basic Understanding)

• Net Framework 4.0 / 4.5 or above (Basic Understanding)

• Basic understanding of firewall configurations

• Excellent written and verbal communication skills

• Excellent organisational and time management skills

• Excellent relationship building and interpersonal skills with the ability to interact with people at all levels

• An openness to new learning opportunities and the ability to adhere to process and follow defined procedures

• Willingness to take ownership of problems and investigate issues and see them through to completion

• Sound technical knowledge and experience with the ability to troubleshoot

• Demonstrated ability to work in demanding situations and prioritise work demands

• Strong problem analysis skills

• Ability to work effectively as part of a team, a Team player

• Flexibility and willingness to travel

• Can work with independently with little or minimal supervision

• Self-motivated, enthusiastic and proven fast learner

• Microsoft Certification would be an asset

• ITIL Foundations (would be an asset /Desirable)

Workshift:

• 8:00 AM to 9:00 PM Australian Eastern Time JD (3 AM to 4 PM Pakistan Time)