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Application Support Engineer

Apply now Job no: 502985
Work type: Permanent Full-Time
Location: Sydney - George Street

Our Company

Tabcorp is a world-class diversified gambling entertainment group and an ASX50 company. We operate as the iconic brands Tatts, TAB, NSW Lotteries, Golden Casket, SA Lotteries, Keno, Sky Racing and Sky Sports Radio. We also deliver leading gaming services and products through Tabcorp Gaming Solutions, MAX and Ebet.

Our 5,000-plus strong team is as diverse as Australia itself. Our people drive familiar brands which ignite passion and excitement in millions of Australians and have fun doing it.

This leadership is reflected in who we are. If, like us, you’re a passionate, positive playmaker and you want to use your talent to create amazing outcomes, we love to hear from you.

Role Summary

We are looking for a talented Support Engineer Customer Channels to join our high performing team in Sydney. This role will appeal to a high performing support professional or a graduate with 2-3 years professional work experience looking to move to a top 50 ASX listed corporate or a Wagering and Gaming enthusiast looking to make a move to the largest Wagering business in Australia.

The role reports to the Team Lead and will work within the Customer Channels stream to provide production support and deliver high quality products and services for our customers. As part of the team you will champion agile ways of working and drive continuous improvement.

The successful applicant will be joining at a very exciting time, given the recent growth within the organisation.

The role will focus on

  • Ensure continued operation of the Digital platforms through the provision of Level 1 & 2 support during agreed support periods.
  • Manage and resolve incidents at a functional or configuration level.
  • Where significant impacting incidents are unresolved, escalate to the Technical Lead Engineer and/or Team Lead.
  • Ensure that service and system support requests are actioned in accordance with agreed Service Level commitments and business priorities.
  • Participate in user and technical forums to provide direction on the treatment of incidents and work closely with additional support teams to resolve incidents and problems.
  • Proactively keep incident managers informed of the progress of incidents.
  • Proactively analyse problems and trends to reduce the overall number of incidents related to application problems.
  • Raise and mange tickets within Tabcorp Service Management tool ensuring regular updates occur and excellent ticket quality
  • Deployment of all changes to the Production Environments
  • Ensure successful implementation of software releases by verifying production operability
  • Act as a central point of contact regarding application-specific issues for all users via relevant helpdesks.
  • Perform other administration duties / tasks as required by the Technical Lead Engineer, Team Lead or Operations Lead.
  • Display a proactive approach in the maintenance of application systems - being aware of releases and enhancement requirements and the impact these have on system maintenance.
  • Provide superior customer service to internal and external customers by prioritising queries/requests and advising customers of resolution/escalation.

Our Ideal Person

We are looking for a support engineer who has demonstrable technical experience and who has had the opportunity to apply his/her software technical skills, has a strong focus on software automation and customer service skills in a commercial environment.

This role will work closely with the wider business and will require excellent written and verbal communication skills, as well as the ability to influence others by developing strong working relationships by delivering outstanding results in line with the Tabcorp vision to create a world class customer experience. You will be expected to work as part of an on-call roster.

When you join our team, you’ll be able to take advantage of a range of benefits including flexible working arrangements, leadership and development programs and community programs.

Tabcorp is committed to creating an inclusive workplace where all our people feel valued for their unique qualities and have a sense of belonging. If you need assistance or adjustments to fully participate in the application process, please contact tabcorprecruitment@tabcorp.com.au

 

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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