Application Support Engineer (L1 & L2)

Macquarie Bank provides personal banking, wealth management, business banking, vehicle and equipment leasing products and services to retail customers, advisers, brokers and other businesses across Australia. That includes online and mobile banking, mortgages, bank accounts, credit/debit cards, online share trading, investment management and car leasing, to name just a few.

As a Digital Bank, engineering is at the core of what we do. Our engineers operate in an autonomous environment where they are empowered to do it right and continuously learn, becoming masters in their craft.

About the role

This is a newly created role for an Application Support Engineer (L1/L2).

In this role you will join a new team focused on supporting a suite of complex cloud hosted and on prem applications. You will directly help our customers with problems on their day-to-day compliance activities, such as transaction and valuation reporting. You will also get to work in an environment where modern tools and technologies are applied at scale.

At Macquarie you will be exposed to Java, Containers, Cloud Platforms, micro-services, APIs, SQL and NoSQL Databases, Event Streaming, Data Analytics, Test Driven Development, Continuous Delivery and Site Reliability Engineering tools for monitoring, alerting and issue triaging.

Your core responsibility as an Application Support Engineer is to deliver an excellent support experience to our customers. Working with them to solve their problems and answer the questions that they present to us in support tickets.

Most tickets will be L1, however, we're looking for someone who is eager to attempt more L2 tickets as well. Any previous experience with L2 tickets will be valuable, in applying the first corrective action.

Is this the role for you?

• As a Support Engineer, it will be your responsibility to coordinate your work schedule with your manager as well as to coordinate day-to-day availability for ticket work with your team.
• You will ensure Macquarie maintains high levels of customer satisfaction by efficiently addressing customer support issues in adherence to Service Level Agreements (SLA's)
• Assist in identifying and developing tools and processes required for the continual improvement of the incident management and service assurance process.
• Be a direct liaison between the Application Support Team and our 24/7 Support as well as our incident management teams.
• Work with the product and engineering teams to raise and prioritise root cause issues impacting the end users.
• Participate in on-call rotations to coordinate and resolve emergencies (Occasionally) - successfully carrying out the on-call communication processes for incidents.
• Improve documentation and publicly share knowledge.

To be successful you will have:

• Previous Technical support experience and troubleshooting skills L1 & L2.
• Excellent call logging and communication skills (both written and verbal).
• Some experience of SQL and NoSQL databases, UNIX, Shell Scripting
• Some knowledge of Software Engineering tools such as Java, C++ and Python
• Experience working with cloud-based technologies. Prior experience on AWS or GCP is even better!
• Experience with data integration and/or manipulation projects (Big added advantage)
• Ability to take ownership of tasks from issue analysis, solution design to release deployment.
• Proven ability in application debugging
• Ability to transfer knowledge between team members.
• Ability to work on a roster-based schedule.
• Relevant industry certifications & 2 years of experience in application support

What's in it for you:

• Learn from the best engineers in Australia and work on market leading products.
• Be part of a team that deeply values diversity and creates space for you to be your best.
• Use the latest cloud technologies to tackle interesting banking and finance problems.
• Our work environment is modern and inclusive with a strong focus on employee experience.
• Flexible work options
• Ongoing professional development and free technical certification
• Highly competitive remuneration and bonuses

If you are ready to own you career and join one of Australia's leading technology driven bank then please apply via the link!

About the Corporate Operations Group

The Corporate Operations Group brings together specialist support services in Digital Transformation & Data, Technology, Operations, Human Resources, Business Services, Business Improvement & Strategy, and the Macquarie Group Foundation. We deliver service excellence to ensure Macquarie is open for business, deliver on transformational change, invest in our people and have deep relationships with our customers.

Our commitment to Diversity, Equity and Inclusion

The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of 'empowering people to innovate and invest for a better future' is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.

<