RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day. We’re searching for a Melbourne -based Level 2 Application Support Analyst to join our APAC Customer Support team, so that we can deliver exceptional technical support to our customers across the Asia-Pacific region. The Level 2 Application Support Analyst will troubleshoot, resolve, and manage complex application issues to ensure our clients can deliver safe and efficient healthcare services. How You’ll Spend Your Time · Diagnose and resolve complex technical application issues reported via the customer portal or phone to meet service level agreements. · Manage escalations and provide advanced technical guidance to internal teams and customers. · Perform technical tasks on both Cloud and On-Premises customer systems to ensure stability and performance. · Create, update, and maintain detailed technical knowledge base articles to share solutions and best practices. · Support planned project delivery through software upgrades, migrations, regression testing, and scripting in SQL, HTML, and JavaScript. What Kind of Things We’re Most Interested in You Having · 1–2 years of experience in a similar technical application support role, ideally in healthcare, workforce management, payroll, or rostering. · Proven ability to investigate, troubleshoot, and resolve issues in Microsoft SQL Server (2008 R2) with strong T-SQL skills. · In-depth knowledge of technologies including ASP.NET, SQL, VB, C#, XML, HTML5 , JavaScript , and JQuery , with the ability to read and write code. · Experience in IT operations supporting a Windows enterprise environment and familiarity with tools such as Zendesk, Visual Studio, and Team Foundation Server. · Strong problem-solving, communication, and relationship-building skills, with the ability to work both independently and collaboratively. · Flexibility to work varied hours to ensure mission-critical systems remain operational. By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees. RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law. As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to accessibility@rldatix.com . Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration. RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all. At RLDatix we’re making healthcare safer, together. Our shared passion for meaningful work drives us, while a supportive, respectful culture makes it all possible. As a team, we collaborate globally to reach our ultimate goal—helping people. What You Will Do: The Level 2 Application Support Analyst is an integral part of the APAC Customer Support team at RLDatix. This role is responsible for managing technical application issues reported by RLDatix customers through the customer portal or over the phone. The Analyst is tasked with resolving complex issues, managing escalations, and providing advanced technical support, particularly in areas such as award interpretation, Time and Attendance device configuration, patch applications, and other technical customer support within the Support Team based in Australia. The team supports customers across the Asia-Pacific region on two major product platforms. Key Responsibilities • Provide timely and consistent technical solutions to external customers and third parties based on service level agreements. • Record detailed and reproducible fault descriptions in our Ticking system (Zendesk). • Offer technical support in line with escalation timeframes through documented technical action plans. • Develop and maintain quality technical knowledge-based articles. • Assist Customer Support Analysts (L1) with Knowledge and Understanding. • Review product issues (bugs), assess their importance, impact, and priority. • Perform technical tasks on Cloud and On-Premises customer systems. • Understand the functionality of products from both an application and a system perspective (SQL, IIS, Infrastructure). • Documenting issue resolution steps and updating knowledge base articles. • Monitoring System Alerts and performance metrics • Performing root cause analysis and implementing temporary workarounds. • Deliver technical and implementation services to clients as part of planned project delivery, including: • Software product version upgrades/migrations and regression testing. • Review and writing some code and scripts HTML, SQL and Java Script. .NET is a bonus Skills and competencies required Experience & Attributes • Minimum 1-2 years of experience in a similar role. • Customer Support: Comfortable providing outstanding technical services for applications in a remote technical environment. • Industry: Experience in healthcare, specifically in staff rostering, payroll, or workforce management. • Team Player: A charismatic team player who enjoys resolving complex technical issues efficiently. Able to create and maintain a positive, high-energy environment fostering mutual trust, respect, and team commitment. • Communication: Competent at communicating technical plans of action to customers or third parties. • Work hours: Available to work flexible hours to ensure mission-critical systems are operational in the shortest time. • Problem Solving: Demonstrates clear thinking under pressure and strong communication skills to maintain customer confidence in RLDatix. Gather, verify, and assess information to gain an accurate understanding of situations. Evaluate evidence, seek advice, and make clear, timely decisions. • Planning and Organising: Determine courses of action by breaking them down into smaller steps, planning and resourcing each step while considering potential problems. • Building Relationships: Develop effective relationships with colleagues and customers, responding appropriately to feedback. • Understanding RLDatix: Be aware of RLDatix Values, Corner Stones, strategies, policies, and procedures, and understand how the organisation operates. • Innovation, Flexibility, and Adaptability: Undertake tasks with a positive attitude, respond well to management and customer requests, meet business goals, and adapt to change. Technical Capabilities Essential • Microsoft SQL Server 2008 R2 and above. • Strong T-SQL skills • Develop and apply SQL scripts as required • Knowledge of technologies including ASP.net. SQL, VB, C#, XML, HTML5, JavaScript and JQuery with the ability to read and write code. • Proficient with Team Foundation Server, Visual Studio • Experience in IT Operations supporting a Windows enterprise environment • Knowledge of Remote Access Technologies (e.g., Citrix) • Familiarity with Development work tracking technologies; Agile development methods are used by our R&D Teams. • Experience with Zendesk or similar ticketing solution. Desirable • Knowledge of networking standards and connectivity • Database Performance Tuning expertise • Experience in SaaS/Enterprise-scale application infrastructure management • Technical proficiency across Networking, Security, Microsoft Technologies, and Hosting • Relevant certifications (MCITP, MCSA, VCP) • Microsoft Report Writer • SSRS Reporting
