Responsibilities

Your primary role is to provide Level 2/ Level 3 application support for designated customers and software applications, providing outstanding service and solutions to Octave’s customers through the handling of issues relating to the support of Octave’s Protect 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.

Responsibilities

• Provide Level 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’s teams including product center as required after adequate triaging and troubleshooting with the support team
• 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 purpose
• 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 Protect’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’s customers and with relevant management and staff
• Liaison with Octave’s broader technical teams on resolution of system and software issues
• Provide technical support at customer site as required
• 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 And other reasonable tasks as directed from time to time

Education / Qualifications

• Minimum 5+ years’ experience in application / technical support roles (Level 2/3), including customer facing responsibilities and complex incident management
• Tertiary level qualifications in Computer Science, Software engineering or relevant
• Database Server management experience including troubleshooting, navigation and diagnosis
• Strength in IT support
• Demonstrated ability to manage multiple technical issues and associated tracking and communications
• 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 practices

Skills and Abilities 

Essentials

• Technical / Application Support (Level 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
• Ability to deliver problem resolutions under pressure at customer-site
• Strong analytical, problem solving and technical skills
• Oracle, SQL Database skills
• Networking concepts
• Time management and prioritisation skills to manage multiple requests
• Technical competency with Microsoft products – Windows Server, Windows Desktop, Windows Operating systems
• Demonstrated understanding of the Software Development Life Cycle (SDLC) 

Preferred

• ITIL certification
• Web technologies
• Mobile app technologies
• Working knowledge across C#, ASP, .Net and WPF User Interface modification
• Understanding of testing, ability to conduct smoke testing
• Proficiency in SQL Server Always-On and Oracle RDBMS including Data Guard
• Knowledge of operational workflows within I/CAD and InService
• Competent in SQL, XML, Scripting, Citrix, IIS, Cloud, and IP Networks
• Ability to use and interact with VSTS, TFS, SVN, GIT and Visual Studio and related tools 

Behavioural Competencies Required

• Customer Focus – dedicated to meeting the expectations and requirements; first point of contact for customers; establish and maintain positive relationships to earn trust and respect
• Problems Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers
• Patience and composure – mature minded and calm under pressure. Understands, listens and tolerant with people and processes
• Learning – ability to learn quickly who is open to change and feedback; seeks opportunities and will exhaust various channels to find solutions; enjoys the challenges of unfamiliar tasks
• Natural confidence in customer-facing role (remote and in person)
• Excellent interpersonal skills and the ability to work in a busy environment
• Diligent, self-motivated, collaborative and great team player
• Performance driven
• Highly ethical; has quality awareness
• Teamwork and flexibility to work beyond set role for the benefit of the overall team
• Seeks accountability and feedback
• Teamwork and flexibility to work beyond set role for the benefit of the overall team

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.