Job Description
At bdna, we exist to improve society. We choose to only work with clients that have a direct impact on community wellbeing, safety and improvement - which means that we get to make a difference every day!
The bdna Products team of business analysts, software developers, engineers, testers and forensic subject matter experts work closely with law enforcement and forensic laboratories to improve forensic service delivery through specialist products.
The technical Support Engineer role requires exceptional problem-solving skills, including finding innovative and efficient solutions to complex issues and the ability to resolve complex technical issues with efficiency and precision.
You will be responsible for providing technical assistance to our customers. You will manage and resolve incidents, problems, and service requests in alignment with customer SLAs while participating in an on-call support roster to ensure 24/7 service availability.
This position requires strong analytical skills, a customer-focused mindset, and a solid technical background in cloud technologies, ideally with familiarity in Microsoft Azure and ITIL-based support practices
You will be working as part of a diverse team of talented professionals and subject matter experts and be partnering with some of the most pioneering software firms in the country.
If you possess substantial experience and demonstratable success in technical support and a genuine belief that you can make a significant contribution to this role, we encourage you to apply.
What’ll you do
- Support of bdna commercial software and provide timely and effective technical support via phone, email, and remote support tools.
- Provide technical support, maintenance and upgrades to all existing and future bdna customers
- Foster positive relationships through the use of excellent customer service skills
- Practice excellent incident management problem solving with a view of providing innovative and timely solutions to customer challenges
- Monitor application and infrastructure alerts, proactively preventing customer-impacting incidents
- Assist in change management processes and planned maintenance communications
- Identify trends in support issues and recommend long-term solutions to reduce recurring incidents
- Contribute to continual improvement of support processes aligned with ITIL best practices
- Support production environments including troubleshooting infrastructure issues, identifying and classifying bugs and data engineering tasks to facilitate investigation and reporting
- Document your work and decisions within service management tools (including ServiceNow)
- Work within bdna’s Continuous Integration (CI) environment and tooling
- Work closely and productively with other bdna developers, QA, Infrastructure teams, UX designers, business and systems analysts
- Work within a team and participate in a roster to provide after hours on-call support
- Represent bdna on customer sites as and when required
- Prioritise work to ensure all tickets and issues are resolved within agreed Service Level Agreements (SLAs)
- Work with limited supervision
- Have an awareness and understanding of other cultures, beliefs and diversities of our clients and team
- Maintain a positive attitude and contribute to the great culture of bdna
What you’ve got
- An exceptional understanding of SQL (minimum 3 years), including advanced querying techniques, optimisation strategies and database management
- Solid demonstrated understanding of and experience with Microsoft Azure and the ability to troubleshoot issues in that platform
- Experience with ticketing systems such as Jira Service Management or ServiceNow
- Proficient in troubleshooting Windows-based environments, web applications, and APIs
- Exceptional technical skills and expertise across a wide range of technologies and platforms
- Excellent skills in diagnosing, analysing and resolving cloud application and database issues
- Exceptional problem solving skills, including finding innovative and efficient solutions to complex issues
- A high level of analytical thinking and a proactive approach to problem solving
- Ability to communicate technical solutions clearly to non-technical clients
- Ability to manage tasks effectively while dealing with multiple customer needs
- Ability to understand code or a background in software engineering will be highly regarded
- Experience supporting custom-built or bespoke software solutions
What you’ll get
- Appropriate onboarding and training on the current forensic software products
- Work closely with knowledgeable SMEs within a values driven team
- Collaboration and support
- Autonomy and ownership
- Flexible work arrangements
- Generous employee benefits, including professional development budget and birthdays off
- Career acceleration opportunities!
Qualifications/Certifications
- A degree in computer science, information technology, or a related field or equivalent experience
- Microsoft Certified Azure Data Fundamentals
- ITIL Foundation certification
- Microsoft Certified: Azure Database Administrator Associate
- Experience working with public sector organisations, particularly public safety is highly desirable.
Work Eligibility
- MUST have NV1 clearance to be considered for this role
- MUST be Australian citizen (Required)
- MUST be located in Brisbane
