Infrastructure Support Analyst

Work at a world-leading FinTech company at the leading edge of technology
- Flexible working hours with office based in Adelaide CBD
- Help us build products that make a difference to our customers lives

**About Tic:Toc**
Faster. Smarter. Simpler.

Tic:Toc is a world-leading fintech company based in Adelaide. We use technology and Explainable Artificial Intelligence (XAI) to reimagine financial services processes and create superior experiences for our customers. And we’re growing fast.

You will find an environment waiting for you that is creative, friendly and a lot of fun. We are passionate about what we do, and it shows.

You will find an environment waiting for you that is creative, friendly and a lot of fun. We are passionate about what we do, and are committed to fostering teams that are inclusive and diverse.

Tic:Toc expects and supports you to challenge traditional thinking and take risks. We are straight-talking and our team is full of bold, brave and energised talent.

**The position**
As an Infrastructure Support Analyst with Tic:Toc, you will be responsible for Level 3 IT requests, leading our technical infrastructure, and mentoring others in the growing service desk team. You will drive the team to success by supporting them technically and inspiring them as a mentor.

This role will see you work closely with the members of the Delivery & Technology team and the wider business to build and support both our cloud based technology and be a key contributor to the operational technology support across the organisation.

You’ll be involved in new and existing Infrastructure and other IT projects to enhance our platform with new features and capabilities that will provide our customers with great experiences.

Working in our fast-paced environment, you will be comfortable setting up processes and systems to deliver world class customer service and support.

Here’s a few other things you’ll do:

- Support our growing team of Infrastructure Support Analysts and technology across the business to ensure optimal performance and cost.
- Oversee ticket process to ensure appropriate management, resolution, and closure of outstanding tickets.
- Be an escalation point for service desk team members leading excellence on technical and customer service elements of the role.
- Provide technical support and resolution of Infrastructure related requests and incidents up to a Level 3 including root-cause analysis, vendor management and escalation.
- Infrastructure Management and Support.
- Maintain and create required documentation and knowledgebase articles;
- Provide input in the Infrastructure requirements to support business growth.
- Identify areas of automation, redundancy and resiliency.
- Maintain and expand infrastructure monitoring systems and meeting SLA objectives
- Support the confidentiality, integrity and availability of business assets, information, data and IT services through clearly defined processes and standards.

**You will bring to us**:

- Demonstrated working Level 3 experience supporting desktop, server, security, and network infrastructure.
- Demonstrated experience mentoring a service desk/infrastructure team.
- Demonstrated experience with managing project and agile tracking along with system scripting to accelerate and automate the delivery of IT services to the business.
- Excellent customer service and communication skills at all levels with ability to explain complex technical issues to a wide variety of audiences.
- A breadth of knowledge and depth of experience in maintaining infrastructure and software products and the ability to take on new technologies and challenges.
- Tertiary Qualifications in and I.T. related field or equivalent industry certifications in an information & communications discipline.

**It's also useful if you have**:

- Knowledge of Computer IP network and Server Infrastructure concepts including LAN, WAN, Group Policy, AD, DNS, IIS, DHCP;
- Microsoft and Apple desktop operating systems and related Microsoft server software products including Server Suite and Office 365;
- User and computer management via Active Directory and federation services;
- Zero Trust platform knowledge;
- Teams Meeting room technologies such as Crestron and Polycom
- Knowledgebase tools such as JIRA and Confluence;
- Software development process, for example Agile processes;
- End point and MDM management tools like SSCM, Intune including automation and remote monitoring management;
- Awareness and knowledge of Network and Server Infrastructure both physical/virtual and Public/Private Cloud Infrastructure (AWS and Azure).

**What you’ll get in return**
- We offer an attractive remuneration package + generous employee share plans;
- We offer flexible working hours and work from home arrangements to balance your work and lifestyle;
- We offer opportunities to expand career development outside of your everyday including providing leadership training and opportunities;
- We h