Application Support Analyst

Application Support Analyst — Mobile Tracking and Data Pty Ltd (MTData)

Full Time
Location: Mulgrave, VIC | Salary: $70,000–$80,000 per annum

About MTData:

MTData is part of the Jonas Software Group of Companies that acquires, manages, and builds industry-specific software companies globally. Jonas Software has over 100+ acquired companies and 3,000+ employees globally.

MTData, revolutionises businesses with innovative vehicle telematics and connected fleet management technology. We work across a wide range of industries and are leading the path to an exciting future of IoT. For over 20 years since 2003, MTData has been helping businesses to improve operational efficiency, reduce costs and meet safety compliance requirements.

MTData serves over 800 customers, including the majority of the most recognised names in Australian heavy vehicle transport.

Summary of Position:

As the Application Support Analyst, you'll be the key point of contact between our technical and field services teams and our external customers, providing expert support to keep systems running smoothly.

Key Responsibilities:

Undertaking root cause analysis on reported issues and escalating to developers for a permanent fix

Monitoring system performance and addressing issues or risks as they're identified

Supporting the system during software patches or server upgrades

Developing and maintaining documentation relevant to systems support

Testing and qualifying reported issues before resolution

Supporting project delivery by providing training and application support to new customers

Creating and presenting daily reporting to internal and external customers

Analysing and summarising asset data for customers

Communicating completed work orders and tasks via handover reports and checklists

Providing field staff with job confirmation and requirements

Responding to customer queries and requests within service level agreements

Providing regular updates to customers on resolution timelines and progress

Coordinating workflow and jobs to field technicians and contractors

Negotiating and resolving customer issues and complaints to a satisfactory outcome

Prioritising and responding to internal technical queries, escalating critical jobs as needed

Skills and Experience Required

Strong customer service and communication skills, both written and verbal

Technical competency supporting small-to-medium applications

Proven problem-solving, troubleshooting, and issue resolution skills

Ability to manage multiple tasks and use your own initiative

Flexibility to work shifts on a rotating basis between 7am and 8pm

Our Culture and Perks

To help make your journey more enjoyable, we offer a range of benefits including:

Employee Share Purchase Plan from our parent company Constellation Software

Flexible leave offerings, including opportunities to purchase additional leave

EAP Support, offering mental/physical wellbeing counselling

Our parent company, Jonas Software, is an operating group of Constellation Software, Inc. (CSI), a public company listed on the Toronto Stock Exchange (CSU.TO). CSI has revenues of over $5 billion USD and over 30,000 employees across the globe

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