Technical Support Analyst

Technical Support Analyst

Gentrack is a publicly listed software company and provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world's biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences and secure profits. Together, we are renewing utilities.

Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet's most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our core values are:

• Respect for the planet
• Respect for our customers
• Respect for each other

Gentrackers are a group of smart thinkers and dedicated doers. We are a diverse team who love our work and the people we work with and who collaborate and inspire each other to deliver creative solutions that make our customers successful. We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and ultimately the planet.

Gentrackers continuously look for a better way and drive quality into everything they do. This is a truly exciting time to join Gentrack with a clear growth strategy and a world class leadership team working to fulfil Gentrack's global aspirations by having the most talented people, an inspiring culture, and a technology first, people centric business.

In line with our values, we encourage all our people to:

• Support initiatives run by the GSTF and demonstrate our company values by providing a clear commitment to environmental and social responsibility.
• Contribute through identifying/proposing local sustainable practices and ideas in accordance with our Sustainability Charter.
• Utilise our sustainability app by taking part in challenges and improving behaviours to be more sustainable.

The Opportunity

As a technical support analyst, you will diagnose problems and defects across many capabilities, offered by Gentrack, as well as performing routine systems maintenance tasks. You will be solving difficult technical challenges and interacting with customers in the Energy industry.

The Specifics

• Diagnose, re-create and test issues raised by our customers through our service desk.
• Perform regular systems maintenance tasks across different deployment models including restarts, patching, monitoring, health checks
• Ensure all client queries are progressed in a timely manner, within SLAs.
• Troubleshoot and identify causes of customer problems using a variety of internal and third-party, application-specific tools.
• An enquiring mind and ability to learn new technologies and tools as required to fulfil role.
• A flexible approach to participating in out of hours support on a rotation basis.
• Drive continual improvement through regular provision of feedback from clients and own findings.
• Provide technical expertise, support, and leadership to team members.
• Actively participate in Agile practices such as stand-ups, retrospectives, and backlog grooming.
• As a front line support person, ensure that every customer interaction is handled with professionalism and reflects Gentrack's values.
• To abide by the Compliance Policies and Procedures of the Company.
• Take reasonable care of your own and other people's Health & Safety in the workplace.
• Report all incidents and hazards in your work or in your work environment that may be putting your or anyone else's Health & Safety at risk promptly.
• In addition to this you are required to carry out any other duties as reasonably requested by your direct line leader.

What We're Looking For

• 1+ years Commercial Application Support Experience.
• Working Knowledge of Agile.
• Good working knowledge of relevant technologies and concepts including, SQL, AWS, Java or .Net experience, automation and scripting languages, deploying and upgrading software, system configuration, CRM, Utilities industry.
• Can do attitude.
• A passion for excellence and a commitment to be the best.
• Sound judgement and determination to achieve results with a sense of urgency.
• High attention to detail.
• Strong workload management.
• Strong verbal and written communication skills.
• Experience of using Jira would be beneficial.
• A relevant tertiary qualification or equivalent industry experience or vocational training.
• Troubleshooting and root cause analysis.
• Automation of processes
• Deploying / installing / upgrading enterprise software
• Use of scripting languages
• Debugging

What We Offer In Return:

• Personal growth – in leadership, commercial acumen, and technical excellence
• To be part of a global, winning high growth organization – with a career path to match
• A vibrant, culture full of people passionate about transformation and making a difference - with a one team, collaborative ethos
• A competitive package that truly rewards our top talent
• A chance to make a true impact on society and the planet

Gentrack want to work with the best people, no matter their background. So, if you are passionate about learning new things and keen to join the mission, you will fit right in.