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Software Incident Specialist

It is a very exciting time for the digital learning industry. Businesses are transforming the way they train and develop their employees, and wider stakeholder network. This is a great opportunity to join the industry and imc as we continue our growth journey. We are looking for an enthusiastic Software Incident Specialist, with 2 to 3 years technical experience in a support role, to join our team in Melbourne and cover our APAC region, which is operating the cloud-based, award-winning software platforms of imc - AG. A person who wants to grow together with us and shows the same “Passion for Learning” as we do.

Here’s what you will be doing

  • Communicating with our customers to resolve technical problems (no call centre activity)
  • Understanding the customers’ needs and help them find a solution
  • Undertaking a deep analysis of incoming technical tickets, and where possible resolving them, before forwarding to hosting or software development teams
  • Processing, prioritising, classifying, documenting, and monitoring incidents in our ticket system (Jira)
  • Performing root cause analysis of errors, also in co-operation with other departments, including the provision of a workaround or solution
  • Coordinating incident analysis and resolution efforts between the service desk, hosting, and software development teams
  • Supporting the service desk team with technical issues
  • Creation and maintenance of entries in our knowledge base

 Here’s what you will need

  • Experience or successful degree in the IT field
  • Support experience in the IT environment, as well as knowledge in log and error analysis of web applications desirable
  • Practical experience in working with SQL, HTML, XML, CSS, Java
  • Excellent English a must, German would be a BIG plus
  • Ability to work in a team, customer, and solution orientated environment, as well as super analytical skills

And here’s what you’ll get

  • Engagement with a fun, enthusiastic, diverse, and energised team (and we are not just saying that)
  • Be part of a true local and global business (Aussie focused and global connected)
  • Flexibility to show your initiative and support to guide you on your way (we have a unique approach to share with our successful candidate)