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Software Incident Specialist
Learning Technology

Software Incident Specialist - Learning Technology

imc is one of the world's leading learning technology and content providers with 12 international locations and numerous award-winning solutions. We are proud to have over 400 valued employees globally that together support over 1200 customers, including numerous internationally renowned brands and public organisations who continue to inspire our passion for innovation.

We hire great people and believe it is an extremely exciting time for the digital learning industry. We are on the look-out for an enthusiastic individual who desires a challenging Software Incident Specialist role, someone who has the same passion as learning as we do to join our team in Melbourne.

 

What you'll do

  • Acting as the lead to our customers in the timely and professional resolution of issues and incidents
  • Undertaking a deep root cause analysis of incoming technical tickets, and where possible resolving them, providing workarounds and alternate solution where appropriate or routing them to our hosting or software development teams
  • Coordinating the incident analysis and resolution efforts between several teams such as the service desk, hosting, and software development teams – ‘rallying the troops to get what needs to be done, done
  • Building and maintaining an ever-deeper knowledge of our Enterprise level software platform both technically and functionally
  • Sharing your expertise in our knowledge base by creating customer help documentation that can be re-used so customers can help themselves

What you'll need

  • 2 to 3 years technical experience in a technical support / management role
  • Support experience in the IT environment, as well as knowledge in log and error analysis of web applications desirable
  • Practical experience in working with SQL, HTML, XML, CSS, Java
  • Ability to work in a team, customer, and solution orientated environment, as well as super analytical skills
  • Excellent people and communication skills both verbal and written
  • Ability to motivate and influence others (colleagues, customers etc) to help you achieve best outcomes
  • Experience and/or successful qualification or degree in IT/Computer Science
WHAT YOU WILL EXPECT AT IMC
Hybrid Work
Hybrid Working

Working at home or in the imc office? We offer "Full flexibility, but not 100% remote". You can combine the advantages of both worlds depending on your personal preferences.

Flexible Working Hours

As long as your schedule and position allow it, you can work flexible hours

Good traffic connection

With public transport you can reach all our offices easily and conveniently

Employee Events

Not only do we enjoy working together, but we also like to  socialise and celebrate together. In addition, joint activities strengthen the team spirit

DIVERSITY & INCLUSION

Your skills and expertise are our focus, no matter who you are or where you come from. We value diversity, and promote inclusion, and are proud of our diverse teams, so join us and bring your perspective to imc.

ANY QUESTIONS?

Do you want to know more about the job or do you have any further questions? You can get answers of a functional nature from Koven Minien. Furthermore, Claire Raistrick from HR will be happy to help.

Martin Klein
Team Lead Incident Management
[email protected]
Send E-Mail
+49 681 9476-416
Voice Call
Claire Raistrick
Senior Global HR Business Partner
[email protected]
Send E-Mail
+49 681 9476-315
Voice Call
OUR APPLICATION PROCESS
job application

Your application - Let's start.

We'll have a first phone call to see if we are a match.

interview

In a face-to-face interview we get to know each other.

contract

Your offer - we are happy to have you on board.

A LITTLE MORE ABOUT YOUR TEAM

Your future team comprises a diverse range of colleagues with a common goal: Helping our clients to map their professional development processes in our learning management system with great success. Each team member contributes their individual knowledge and experiences, and the combination leads to success. Willingness to help and a good sense of humour are among the key characteristics our Customer Service colleagues share. 

Mutual respect is the foundation for a great team culture. The colleagues also like to get together after work to discuss projects informally.  

GET TO KNOW YOUR COLLEAGUES

The reason why Uwe Hofschröer, Head of Learning Strategy Consulting, wishes that the focus should not be on a system or learning content, but rather on the needs of the employees.

Interview

Somewhere in between genius and madness: From the life of our IT system administrator Raffael

Interview

In this Interview, Suwhathi reveals how she became a hosting engineer at imc and what she thinks of the supposed male domains in IT.

Interview
GET AN IDEA OF WHAT MAKES US SPECIAL
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