Responsibilities

Provide outstanding service and solutions to Octave customers through the handling of issues relating to the support of Octave products and services. 
You will seek to resolve problems, with a customer service focus. This may include research, collaboration, learning and training of others via phone, email or in person. Part of a support team, you will share knowledge and challenge the status quo, looking to improve process and procedure to ensure customer satisfaction.
This role requires the successful candidate to pass National Police Record checks.

OBJECTIVES / MAIN ACTIVITES

• Provide Level 1/2/3 technical support for business applications and systems ensuring SLAs are consistently met
• Identifying and prioritising issues and recommending technical solutions, often coordinating solutions with internal stakeholders
• Escalate complex issues to internal Octave teams including product center
• Manage expectations with the customers throughout the incident lifecycle
• Maintain excellent relationships through effective issue resolution within appropriate timeframes and proactive communication
• Maintain an excellent customer satisfaction standard
• Ensure all calls and emails are recorded into the tracking system for reporting purposes
• Train and share knowledge with others
• Triage errors and conduct code level troubleshooting
• Manage and track daily production problems and issues; responsible to ensure effective and timely resolution
• Report periodically to stakeholders to share information on progress, performance, receive feedback on service and satisfaction, and maintain customer relationships
• Produce customer support reports, create customer meeting agenda, participate and run customer meetings as required
• Monitor and manage all of Octave Safety & Infrastructure’s solutions
• Ensure that software consistency is maintained throughout the system’s environments
• Ensure that new products and new versions of existing products are tested and certified prior to introduction into the production environments
• Develop and maintain working relationships within Octave Safety & Infrastructure and Octave Safety & Infrastructure’s customers with relevant management and staff
• Liaison with Octave Safety & Infrastructure technical resources on resolution of system and software issues
• Proactively implement changes, patches and other configuration changes to applications and OS etc
• Maintain system administration, system configuration, process, procedural and task documentation
• Following internal process and procedures for logging faults
• Maintain and support existing environments (software, and application software, services, databases)
• Proactively manage customer expectations when delivering services
• Document processes and procedures
• This role may be required to participate in the on-call roster to provide support to our customers outside of standard business hours

Education / Qualifications

QUALIFICATIONS AND EXPERIENCE REQUIRED

• Tertiary level qualifications in Computer Science or relevant=
• 3+ Years of relevant work experince in Customer/Application Support role
• Database Server management experience including troubleshooting, navigation and diagnosis
• Strength in IT support
• Demonstrated ability to manage multiple technical issues and associated tracking and communication
• Ability to communicate and relate to stakeholders with varying levels of technical skills and understanding
• Demonstrated time management and prioritisation skills to manage multiple requests with varying levels of importance and criticality
• Proven ability to work quickly and efficiently to meet deadlines
• Sound knowledge of networking protocols and security practice

POSITION SPECIFIC SKILLS AND COMPETENCIES

• Knowledge and understanding of the Public Safety industry
• Experience working in an IT Vendor - Service Management environment

SKILLS AND ABILITIES

Core:

• Technical / Application Support (Level, 1, 2, 3)
• Incident and Problem management (understanding of ITIL processes)
• Experience in Ticketing systems (e.g. Service Now)
• Technical competence in current market computing technologies
• Strong customer service focus and communication skills (written and verbal)
• Ability to communicate issues and resolutions clearly
• Analytical approach to the solution of technical problems
• Oracle, SQL Database skills
• Basic networking concepts
• Time management and prioritisation skills to manage multiple requests
• Technical competency with Windows and Microsoft products

Preferred

• ITIL certification
• Web technologies
• Mobile app technologies
• Automated scripting

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle — Design, Build, Operate and Protect — where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has approximately 7,200 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn. 

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.