Senior Support Analyst

at  Hansen Technologies

About The Role
Exciting opportunity for an experienced Support Analyst that will be responsible for the acceptance, triage and resolution of customer reported incidents. They will perform preliminary investigation and resolve incidents, with the ability to update tickets to reflect the appropriate status. The Support Analyst is expected to work individually as well as in a team environment.
About You

You are a highly enthusiastic individual with proven experience working in client support, managing tickets, troubleshooting and escalations.

• You are a graduate with a degree in Engineering, Information Technology, or Computer Science, or have equivalent experience in a professional environment and have an interest in the Utility industry.
• You have strong written and spoken English with effective decision-making skills and planning skills including being highly proficient in Microsoft Word, Excel, and PowerPoint
• You bring a career focus and experience with Jira and Jira Service Management with a strong knowledge and application of Oracle database access and SQL Plus®, PL/SQL Developer, or TOAD

• You like to debug and troubleshoot product issues in a complex environment including being able to provide workarounds and/or propose solutions independently and/or by collaborating with internal teams that may include on-call rotations or in a 24x7 support environment.Your background in UNIX/LINUX is at an intermediate-level knowledge, with some experience in maintenance or admin activities.

Key Responsibilities

• Investigate new incidents as reported by customers, ensuring that the issue is properly understood and documented.
• Escalate Sev-1 and urgent issues as needed to the appropriate teams and management.
• Recreate the Customer’s reported issue in the Hansen application to check for possible defects.
• Communicate regularly with the Customer and internal resources on the status of incidents as per accepted guidelines.

• Assist customers with operational issues on the software and perform source code administration for requests by the Project Team / Delivery.Provide periodic on call support for Sev-1 urgent issues and assist with coordinating customer deployments with internal teams.

• Benefits and Perks
  Join us for a rewarding career with competitive compensation, leave entitlements, health coverage, and financial security. Enjoy work-life balance, growth, and recognition for your exceptional performance. Our team will unveil the intricacies of our benefit package during the selection process.
  Company Overview
  Hansen Technologies (ASX: HSN) is a global software and services provider, serving energy, water/utilities, and telecommunications industries. With customers in 80+ countries, we foster collaboration across 36 global offices. From 5G advancements to renewable energy transitions, we empower customers to overcome challenges, innovate, and drive new business models.
  Contact Us
  If you possess the desired skills and enthusiasm, please “Apply Now” via the link or visit our career page.
  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status .
  Visit our website at hansencx.com for more information.

• Investigate new incidents as reported by customers, ensuring that the issue is properly understood and documented.
• Escalate Sev-1 and urgent issues as needed to the appropriate teams and management.
• Recreate the Customer’s reported issue in the Hansen application to check for possible defects.
• Communicate regularly with the Customer and internal resources on the status of incidents as per accepted guidelines.
• Assist customers with operational issues on the software and perform source code administration for requests by the Project Team / Delivery.Provide periodic on call support for Sev-1 urgent issues and assist with coordinating customer deployments with internal teams