System Support Specialist - CW1 (Freight Industry)

As a CW1 System Support Team Member, you will be responsible for assisting with the day-to-day maintenance, troubleshooting, and optimization of critical system functions. Working remotely as part of a global team, you will ensure that systems run efficiently, providing timely support for issues related to system performance, functionality, and user experience. Your role will be essential in minimizing downtime, enhancing operational efficiency, and ensuring that the organization's technological infrastructure operates smoothly.

Key Responsibilities:

System Monitoring & Troubleshooting: Regularly monitor system performance and proactively identify and resolve issues before they impact end-users or business operations. Provide on-demand troubleshooting support to resolve system-related issues.

Incident Management: Act as a first responder to system-related incidents, managing the initial diagnosis and resolution or escalation as necessary. Follow established procedures to ensure issues are logged, tracked, and resolved in a timely manner.

User Support: Provide tier-1 support for internal users experiencing system issues, including application errors, connectivity problems, and general user queries. Provide clear and timely communication on issue resolution.

Documentation & Reporting: Maintain detailed documentation of support activities, incident resolutions, and any changes made to systems. Assist in generating reports on system performance, incident trends, and support metrics.

Collaboration & Communication: Work closely with Australian team members, system administrators, and technical experts to ensure that escalated issues are addressed in a timely and efficient manner. Participate in regular meetings to review system status, upcoming maintenance, and improvements.

Continuous Improvement: Contribute ideas for process improvements, system optimizations, and best practices to enhance system reliability and user experience.

Required Skills & Qualifications:

• Min 1-2 years working experience in related field.
• Min Diploma/Degree in related field.
• Proven experience working with CW1 system, including familiarity with its core functionalities, workflows, and troubleshooting techniques.
• Proficiency in English.
• Good communication skills, both written and verbal, with the ability to convey technical information clearly.
• Strong problem-solving skills and attention to detail.
• A proactive and self-motivated approach to learning new technologies and improving system functionality.
• A team-oriented approach with the ability to collaborate across global teams to deliver the best possible solutions to users.