Senior Support Analyst

3 weeks ago

Sydney, Australia Lyra Technology Group Full time

Since 1996, Centrered has been part of the Canberra community providing quality managed IT and professional services. Our core values are critical to our continued success and underpin our approach to all aspects of our work.

About Your Team

Managed Services is the reason we’re all here – they are the heart and soul of Centrered. They set the bar for exceptional client experiences and are the face of IT in our client’s businesses.

About Your Role

As a senior member of Managed Services, you will be the primary point of contact for service escalation. You will support analysts and clients to optimize their IT environment under contractual or other arrangements. You should be able to recognize the impact of issues, identify root causes, analyze problems, and implement on-the-spot fixes seamlessly.

Your Day to Day

- Provide technical leadership and guidance to Support Analysts, including pod leadership requirements.

- Contribute to the design, planning, and enhancement of ICT network architectures, including cost estimation based on customer requirements.

- Support the 'security first' approach by implementing cybersecurity initiatives as needed.

- Install and configure equipment such as routers, firewalls, switches, cabling, and network devices.

- Support managed client systems by providing third-level escalation support to Managed Services Analysts.

- Proactively leverage existing and emerging technologies to achieve business outcomes.

- Promote a culture of accurate and continuous documentation within Centrered.

- Undertake capacity planning and reporting on core systems.

- Maintain core server architecture, including patching, updates, servicing, and upgrades.

- Manage Microsoft 365 environments and backup solutions.

- Analyze problems through root cause analysis.

- Provide support via phone, face-to-face, and remote assistance, including site visits.

- Participate in on-call support on a rotational basis.

- Maintain and enhance client relationships through responsive and professional support.

- Lead teamwork and collaboration within PODs or other structures, maintaining customer-facing documentation.

- Engage in and promote collaborative work practices across teams.

- Lead and mentor incident, problem, and change management processes.

Your Technical Skills

You will have these skills or be working towards them:

- Certificate III in Information Technology

- Microsoft 365 Fundamentals

- Microsoft 365 Certified: Modern Desktop Administrator Associate

- Microsoft 365 Certified: Messaging Administrator Associate

- Microsoft 365 Certified: Teams Administrator Associate

- Microsoft 365 Certified: Developer Associate

- Experience with Windows 10/11

- Experience with Server 2012-2019

Additionally, working towards:

- Microsoft 365 Certified: Identity and Access Administrator

- Microsoft 365 Certified: Security Administrator Associate

- Microsoft 365 Certified: Enterprise Administrator Expert

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