About UsFortescue is both a proud West Australian company and a global green solutions business. We are recognised for our culture, innovation and industry-leading development of infrastructure, mining assets and green energy initiatives.
Our OpportunityWork Location: Perth. Fortescue's Perth office is located on the traditional lands of the Whadjuk people.Roster: Monday to FridayWe are seeking an enthusiastic, motivated and highly skilled Application Specialist to join our team. The Application Specialist will be responsible for the implementation, customisation, and support of various software applications within Fortescue. The ideal candidate will have a strong technical background, ability to multitask, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders. The candidate will also be required to be a part of the On call Roster rotation.
Key Responsibilities- Technical Support: Provide timely and effective support to end-users experiencing issues with software applications, including but not limited to troubleshooting, problem resolution, and escalation management.
- Incident Management: Document and track support requests using a ticketing system, ensuring accurate and thorough resolution of reported issues within established service level agreements (SLAs).
- User Training: Assist in the development and delivery of user training materials and resources to promote effective utilisation of software applications and self-service troubleshooting.
- System Monitoring: Monitor application performance and availability using monitoring tools to proactively identify and address potential issues before they impact end-users.
- Configuration Management: Manage application configurations, including user permissions, access controls, and system settings, to ensure compliance with security policies and best practices.
- Documentation: Maintain up-to-date knowledge base articles, technical documentation, and standard operating procedures to facilitate efficient problem resolution and knowledge sharing within the team.
- Collaboration: Work closely with cross-functional teams, including IT, development, and business units, to diagnose and resolve complex technical issues and implement solutions to improve application reliability and performance.
Common Technologies to Manage
- Ticketing Systems: ServiceNow (ITIL)
- Monitoring Tools: SolarWinds, Redgate
- Database Management Systems: Microsoft SQL Server.
- Operating Systems: Windows Server (2019,2022), Windows 10/11, Linux.
- Modern Authentication/MFA: Azure AD, and DUO
- Web Servers: Apache HTTP Server, Microsoft IIS.
- Networking Protocols: TCP/IP, DNS, HTTP/HTTPS.
- Scripting Languages: PowerShell, SQL and Python.
Qualifications and Experience- Bachelor's degree in Computer Science, Information Technology, or related field.
- Proven experience in technical support or a related role, preferably in a software application environment.
- Strong analytical and problem-solving skills, with the ability to diagnose and troubleshoot technical issues effectively.
- Excellent communication and interpersonal skills, with a customer-centric approach to service delivery.
- Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines.
- ITIL certification or familiarity with IT service management best practices is a plus.
Our CommitmentFortescue is deeply committed to providing a safe culture that builds respect, fosters inclusiveness, and values diversity. We celebrate individual strengths and team members from all backgrounds are encouraged to bring their whole selves to work. Our global workforce drives and promotes an inclusive culture, both within our organisation and throughout the communities we interact with across the world. Diverse backgrounds include First Nations Peoples, people with differing abilities, LGBTIQ+ community, gender, neurodiverse, cultural diversity, all age groups, and those with an intersectional or multiple diverse characteristics. We encourage candidates from all backgrounds to apply.https://fortescue.com/careersInternal Candidates / Current Contractors please apply via Success Factors Careers Portal. For further information on how to apply please visit the Fortescue Hub.Fortescue reserves the right to close applications early should a suitable pool of candidates be identified. Fortescue will never contact you to ask for payment of any kind, whether directly or through a third party.
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