Application Support Analyst with Author-It

Are you ready to put your skills to work finding the most efficient solutions to any challenge?

Smart, innovative, and growing

What if we told you that you could be part of a world-leading and growing software company? And not only that, but you could also play a key role in our future growth and technologies? Well, we hope you’d be very interested - this role will be based in either fabulous Welly or Palmerston North, a region which is fast becoming a key tech hub.

At Author-it (ASC) we provide an innovative cloud-based content development platform that lets businesses create, use and share content and critical documentation from anywhere in the world, and right now, with offices in Wellington, Palmerston North, Seattle and Amsterdam, we’re ready to grow again. 

Exciting times are ahead, and you’ll be part of them.

As we spread the reach of our platforms here in NZ, we need the best people behind the scenes, making sure our products are better than ever. That’s where you come in. We need an Application Support Analyst to use their diagnostic skills to understand both hardware or software issues and provide support to end users.

Troubleshooting gun!

You’ll respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. This includes receiving, prioritising, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Bring your people skills

You will handle incoming service desk requests from end users via our service desk software so will need to use you finely honed customer service skills to respond to enquiries in a professional, empathetic and courteous manner.

You’ll need to manage your workflow of incoming support requests, so attention to detail to understand incoming tickets and an inquisitive mindset to seek out further information is necessary. This effective management of workflow will be built upon the ability prioritise and escalate complex enquiries and, where possible, the ability to resolve tickets as they arrive.

You’ll be an effective communicator, both in managing stakeholder relationships and the maintenance of Operations Team documentation, standard operating procedures and ‘how to’ guides.

That said, of course, you will bring some solid hands-on experience supporting basic computer hardware (Windows PCs, Linux OS, laptops, and mobile devices) and confidence using and supporting Office 365, Jira, and Confluence (accessing software updates, drivers etc). You’ll have experience with desktop and server operating systems, including Windows and Active Directory (AWS is desirable). Support of both local and remote users using Office 365, Slack, and Zoom and experience working in a team-oriented, collaborative environment are particularly relevant.

Be supported to grow 

Our sights are firmly set on creating the next generation of cloud-based SaaS for Life Sciences and improving our Author-it product. It’s quite a big goal, and that’s why we need the right people on board. With offices across the globe, generous packages and a range of other benefits options, your future here is as good as it gets.  

We’re ready to grow. Are you? 

Additional information

  • Remote status

    Flexible remote

Or, know someone who would be a perfect fit? Let them know!

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