Customer Experience Technical Analyst

Mediaocean (Sydney NSW, Australia) 14 days ago

The APAC Technical Services team provides support for Mediaocean’s software solutions in the region and acts as the interface between the Development and Customer Experience teams. It is responsible for taking the software from the Development teams and deploying it to the end user sites. The CX Technical Analyst provides day-to-day operational services and technical support to Mediaocean staff and customers on the technology on which Mediaocean’s applications are built, including the server operating system and database as well as desktop environments.

Responsibilities will include:


  • Maintain a comprehensive understanding and support the technical environment underpinning the Mediaocean suite of applications. This includes Windows Server operating systems, Microsoft SQL Server and/or Oracle, IIS, as well as Windows desktop operating environments

  • Maintain an understanding of Mediaocean’s products and services

  • Provide specialized application and technical support for the Mediaocean software solutions

  • Monitor, route and answer incoming client technical inquiries and support requests through various channels, including email, chat, phone and directly via the Support portal

  • Provide database related activities such as installation, configuration, patching, upgrading, migrating, performance monitoring and capacity planning at client sites and for internal systems

  • Perform installations, upgrades and maintenance of the Mediaocean applications suite at client sites. This can include data migration and configuration

  • Maintain existing process documentation

  • Available to perform after hours duties when required

Who You Are:


  • Tertiary educated in IT or related discipline

  • 3+ years of experience in an IT/Application Support role

  • 3+ years of experience with relational databases (Microsoft SQL Server and/or Oracle) within a corporate environment

  • Strong knowledge of Microsoft SQL Server

  • Strong skills and technical knowledge of Microsoft Server and Desktop operating systems, Microsoft Office, Microsoft IIS

  • Strong analytical and problem solving skills

  • Strong customer service focus

  • Strong interpersonal and communication skills, both verbal and written

  • Excellent attention to detail, demonstrated ability to troubleshoot, problem-solve and manage expectations

  • Efficient multi-tasking and prioritization abilities in a fast-paced environment

  • Self- motivated and able to work independently

  • Sense of energy, pride and ownership in your performance

  • Possess relevant technical qualifications or be working towards Microsoft certifications in SQL Server or Windows Server, or Oracle database certification

  • An understanding of Datawarehouse, ETL processes and experience working with BI tools

Customer Experience Technical Analyst

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