MST Global HRIS logo

Support Desk - TIER2 Support Engineer

MST Global HRIS
23 days ago
Full-time
On-site
Introduction

The Support Desk - TIER 2 Support Engineer – Software (T2SES) is the second level resolutions point of contact for software technical issues related to MST Global server products. The role is to provide support to the customer and the MST support team.

The T2SES’s responsibilities would cover TIER 2 and TIER 3 support, with primary involvement in software diagnoses and rectification for the MST core software server products.



Description

Job Duties-

Primary Accountabilities-

  • Carry out and execute TIER 2 support to all customers.
  • Carry out TIER 3 support where technically capable.
  • Accurate and detailed updating and recording of all support cases (ZenDesk)
  • Escalation of support requests to the Technical Services Manager in a timely manner
  • Notification to Technical Services Manager of any unattended high priority tickets
  • Provides visibility of logged support issues

 

Shared Accountability-

  • Case close out
  • Customer satisfaction
  • Support reporting requirements
  • Contributes to support improvement initiatives
  • Create and maintain technical knowledge base articles and document internal technical processes.
  • Participate in the weekday and weekend afterhours support roster
  • Other supporting activities as required


Skills And Experiences

Knowledge and Experience Required-

Essential -

  • Tertiary qualification in software programming and development.
  •  3 + years extensive experience in software and application development with a focus on software fault diagnoses and software support.
  •  Extensive knowledge working within the Linux environment specifically server environment.
  • Highly experienced in relational databases (such as PostgreSQL / couchbase) and reporting environments.
  •  Strong understanding and programming skills in Java, and C, C++ or C#
  •  Experience analysing Java error logs and Linux logging files.
  •  Experienced in enterprise software application development and diagnoses in a commercial environment
  •  Experience working with Linux open source packages
  •  Logical approach to problem solving so as to resolve software issues.

 

Desirable -

  • Experience with o Kubernetes, Azure, Cloud Based deployments.
  • Linux SIP Servers, VOIP and SIP telephones.
  • FMS systems at a server / software level highly regarded.
  • software products that delivery Business Intelligence (BI) within the mining and Heavy Industries.
  • development / support of Cloud based applications.
  • development / support of IOT applications.
  • Practical knowledge of the mining industry including process and applications, industrial process control, etc.
  • Web Servers – Apache Tomcat
  • Working within a CRM ticketing software.
  • Remote VPN access software experience – SSH, Teamviewer, VNC, RDP
  • Network Monitoring tools - NMS Servers,

 

 

About us-

MST Global is an Australian founded company operating globally across six continents and is now part of the Komatsu Group. Our people are our greatest asset and contribute across all levels of our vertically integrated operations to achieve our mission to empower safety and productivity solutions for our customers.  We are guided by our core Company values of Safety First, Integrity Always, Customer Focused, People Imperative, Results Driven and Innovation Essential. 

We embrace our global teams and resources. We are an all-hands-on deck organisation where no task is too small or goal too big if we are working together. In return for your hard work and dedication, you will have: 

  • The support of a knowledgeable and enthusiastic team 
  • Access to our EAP service to support your wellbeing 
  • Great remuneration & staff incentives 
  • Ongoing training & development 
  • The opportunity to grow within our company 
  • Recognition for your hard work 

 

You’ll be part of a workplace where you feel like you belong. If you think you've got what it takes, we'd love to hear from you.