Technical Support Analyst

4 days ago

Melbourne, Australia Effective HR Full time

**ABOUT THE COMPANY**:
Prominent in the IT & Internet sector and working across 5 countries with over 200 employees, our client is looking for a Technical Support Analyst to join their team.

**ABOUT THE ROLE**:
Reporting to the Team Leader, this role will be responsible for troubleshooting and resolving customer issues, providing user support, general problem analysis and resolution, technical assistance, and training for registry services. This role also acts as a Subject Matter Expert and represents Technical Support in related projects, including producing documentation, CS affecting / related projects. This role may also lead or guide the work of others.

This role will also be responsible for:

- Provide 24x7x365 customer support for our domain name registries and managed DNS customers.
- Keeping customers apprised of the work effort being conducted to resolve their issues within our service level agreements.
- Regular monitoring and follow-up of trouble tickets.
- Actively contribute to a growing knowledge base that improves the effectiveness of the team and the information available to our customers.
- Consulting with appropriate members of the IT and/or Development team in order to resolve customer issues.
- Escalate to Team Leaders and/or Customer Support Manager when appropriate.
- Prepare customer and management reports as required.
- Represent and provide input from Technical Support in projects as assigned. Perform miscellaneous job-related duties as assigned.

It is a requirement of this role to be on a 24x7x365 rotating roster which may include working overnights, weekends and public holidays.

The salary for this full-time position is AU $70,000 - $80,000 plus superannuation.

**ABOUT YOU**:

- Unrestricted working rights within Australia
- Exceptional customer service skills (verbal & written).
- Be self-motivated and enthusiastic team player who possesses exceptional organisational and interpersonal skills.
- A positive outlook motivates others to do their best in all situations.
- The ability to take ownership and follow through to appropriate resolution.
- Exceptional analytical skills.
- A great ability to deal effectively with constant change and conflicting priorities Demonstrated ability to take initiative and prioritising tasks.
- Will be independent, thorough and efficient.
- **Knowledge and Skill Requirements **_
- University degree or college diploma in Computer Science, Telecommunications, Engineering or equivalent work experience.
- At least 1 years' experience in a Technical/Customer Support in a 24x7x365 mission critical environment.
- Demonstrated ability to research and resolve problems using a variety of resources and tools.
- Practical experience using Solaris/Linux/HP UX an asset.
- Excellent knowledge of domain name services (DNS).
- Experience in working with ticketing systems and knowledge bases.
- Experience in providing support within a UNIX/Linux based environment an asset. Experience with the following would be an asset:

- TCP/IP
- SSL
- EPP Protocol
- SQL, PostgreSQL
- Java Applications

If this role excites you, don’t hesitate—click APPLY now

Pay: $70,000.00 - $80,000.00 per year

**Education**:

- Bachelor Degree (Hons) (preferred)

**Experience**:

- Technical Support Analyst: 1 year (preferred)

Work Authorisation:

- Australia (required)

Work Location: Hybrid remote in Melbourne, VIC 3000

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