Wenco International Mining Systems (
Reporting to the Client Services Manager the Technical Services Analyst's main responsibility is to provide remote and on-site Tier 1 support to clients. They will also be responsible for providing one‐on‐one and classroom training to clients.
Key Deliverables and Responsibilities
In Office :
* Provide timely phone, email and remote access support for existing customers
* Maintain duplicate system environments of existing clients for testing and troubleshooting purposes
* Record / document all client issues through to resolution using Wenco's issue tracking system
* Plan and practice for system implementation and upgrade projects
* Review and contribute to product documentation
* Perform Triage Desk '1st line support function'
* 1 week per month working from home on remote support duties.
On Site :
* Perform successful implementations and upgrades
* Conduct site inspection and reports in preparation of deployments
* Coordinate resources from mine staff as required
* Provide one‐on‐one and classroom training on the use and administration of the system
* Troubleshoot software, hardware and network issues
* 1 FIFO swing per month (8 days on mine site)
* 1 week per month of client in office support (Client Perth office)
Standby :
* Standby Remote Support Phone Rostering, 8am-8pm (day shift only)
* May include After hour support in some cases
Experience and Knowledge
* 3 to 5 years of user and admin support experience for an enterprise class software system
* Solid understanding and experience with Fleet Management Systems and High-Precision and / or Machine Health Products
* Mining experience / knowledge would be an asset
* Databases SQL (advanced administration ability), OpenTSDB, InfluxDB (moderate)
* Real-Time software systems
* Mobile Computing
* Windows networking experience
* Virtual machine environments
* Linux server administration (moderate)
* Windows server administration (moderate)
* Global Navigation Satellite Systems with an understanding of Real Time Kinematic systems
* Valid driver's licence
* Competence and understanding of historic and current Wenco hardware platforms
Skills and Abilities
* Solid technical, analytical and problem-solving skills
* Solid written and verbal communication skills
* Strong presentation skills
* Strong ability to work in high-pressure environments (especially when on‐site in remote mine site locations)
* Strong ability to work effectively both in a team environment and as an independent contributor
* Ability to prioritize and multi-task based on customer and business needs
* Ability to build long term relationships with clients
Education and Eligibility
* Diploma in Electronics, Engineering, Computer Science, Mechatronics, or a related IT or mining discipline or practical experience to an equivalent level, preferably in mining
* Must be eligible to work in Australia and is based in Perth
* Available for extensive travel (50%+)
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