Position Summary:
We are seeking a proactive and customer-focused Application Support – Operations Technology Specialist to provide first-line assistance for operational applications, including mobile app support and mobile device profile troubleshooting. This role is vital in ensuring seamless user experience by managing user access, logging support activity, and escalating complex issues when necessary. The ideal candidate will possess a strong understanding of mobile technologies and excellent communication skills to deliver prompt and effective support. A key part of this role also involves maintaining documentation to aid in knowledge sharing and self-service. If you're a reliable, detail-oriented problem solver who thrives in a fast-paced environment, we'd love to hear from you.
Job Details:
- Work from Home
- Monday to Friday | 8 AM to 5 PM Melbourne Time Zone or 8 AM to 5 PM Philippine Time
- *Following Australian Holidays
Responsibilities:
• Provide Level 1 technical support for operational applications, including mobile app support and mobile device profile issues.
• Manage users and permissions across operational applications in accordance with defined processes and controls.
• Accurately log all support activities and interactions in JIRA.
• Escalate unresolved issues to higher-level support or relevant technical teams, following escalation workflows.
• Respond promptly to user enquiries and technical issues, providing first-contact resolution where possible.
• Prepare and maintain knowledge base articles, how-to guides, and end-user documentation to improve self-service and reduce repeat support requests.
• Ensure all support processes are client-focused, quality-driven, and in line with established procedures.
• Participate in continuous improvement of support processes, documentation, and user experience.
Qualifications:
Essential:
• Experience in a similar IT support role, ideally within an operational or field services environment.
• Intermediate experience supporting mobile applications and mobile device configurations.
• Strong verbal and written communication skills, with a customer-first approach.
• Demonstrated ability to diagnose and resolve technical issues effectively.
• Ability to work independently and within a team environment.
• Self-motivated, reliable, and proactive with a strong sense of accountability.
• Able to prioritise work effectively in a fast-paced environment.
Desirable:
• Familiarity with JIRA or similar support ticketing systems.
• Experience with producing user guides, FAQs, and support documentation.
• Knowledge of basic support or helpdesk processes.