Technical Support Analyst

2 days ago

Melbourne, Australia Identity Digital Full time

**Summary / Objective**

The Technical Support Analyst is responsible for troubleshooting and resolving customer issues. Under mínimal supervision, provides user support, general problem analysis and resolution, technical assistance, and training for registry services. Acts as Subject Matter Expert and represents Technical Support in related projects, including producing documentation, and CS-affecting / related projects. May lead or guide the work of others.

This position is part of a 24x7x365 team with a rotating shift schedule, including some overnights, weekends, and all statutory holidays.

This position reports to the Manager, Customer Care.

**What You'll Do**
- Provides 24x7x365 customer support for our domain name registries and managed DNS customers
- Provides mentoring, training, and support to the Associates' Tech Support team and external team if required
- Keeps customers apprised of the work effort being conducted to resolve their issues within our service level agreements
- Regularly monitors and follows up on trouble tickets
- Actively contributes to a growing knowledge base that improves the effectiveness of the team and the information available to our customers (Wiki/Knowledge Base)
- Consults with appropriate members of the IT and/or Development team in order to resolve customer issues
- Escalates to Team Leaders and/or Customer Support Manager when appropriate.
- Prepares customer and management reports as required
- Represents and provides input from Technical Support in projects as assigned
- Consistently models Identity Digital Values in all interactions and decisions
- Other duties as assigned

**Who You Are / What You Bring**
- 1 + year of experience in a Technical/Customer Support environment
- University degree or college diploma in Computer Science, Telecommunications, Engineering, OR equivalent work experience
- Demonstrated ability to research and resolve problems using a variety of resources and tools
- Knowledge of domain name services (DNS)
- Experience in working with ticketing systems and knowledge bases
- Experience with the following would be an asset:

- Linux/BASH
- TCP/IP
- SSL
- EPP Protocol, XML, or other markup languages
- SQL, PostgreSQL
- Java Applications
- Open Office or Microsoft Office
- Salesforce or JIRA
- Ability to travel as needed
- Ability to work across time zones as part of a global organization as needed
- Reliable transportation to the workplace

**Hours**
- Monday - Friday standard hours, with exceptions as needed

**Salary Range**

**A few things to know about us**

Identity Digital is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.

**Background Check Statement**

At the time of an offer, you will be required to complete a background check. Any offer is contingent upon a satisfactory background check.

**Sponsorship Statement**

**Accommodation Statement

  • Technical Support Analyst

    1 week ago

    Melbourne, Australia Davidson Group Services Full time

    A major FMGC is partnering with Davidson once again looking to enhance their workforce, seeking some dedicated IT Technical Support Analysts to join their amazing team! In your role as a Technical Support Analyst, you’ll be providing a variety of support to users of computers as well as other IT systems, which in turn may be used by both the customers...

  • Technical Analyst

    4 days ago

    Melbourne, Victoria, Australia Hays Full time $104,000 - $130,878 per year

    Technical AnalystContract Opportunity with excellent pay ratesYour new companyMajor State Government organisation is on the lookout for Technical SpecialistYour new roleThe Technical Process Analyst will support the successful delivery of the major Transition Projects.Your responsibilities include:Maintain the Transition Tracker(in Jira) and ensure data...

  • Technical Analyst

    4 days ago

    Melbourne, Australia Link Group Full time

    **Overview** Working as an integral part of the Technical Analyst team, you will provide analysis of business requirements to produce Functional Specifications for required system changes. Assist the business with clarifying requirements and identifying alternative solutions. Support the Development and Test team members throughout the System Development...

  • Technical Analyst

    2 days ago

    Melbourne, Australia Hansen Technologies Full time

    **Technical Analyst Ready for your next career move? Then don’t miss this exciting career opportunity! **About the role**: Working as part of a collaborative global team, you will share responsibility for delivering large-scale IT projects to major companies in the Australian energy industry. This role is for a Technical Analyst to support one of our...

  • Is Analyst-technical Support

    6 days ago

    Melbourne, Australia Franklin Templeton Full time

    IS Analyst-Technical Support At Franklin Templeton, we're advancing our industry forward by developing new and innovative ways to help our clients achieve their investment goals. Our dynamic and diversified firm spans asset management, wealth management, and fintech, offering many ways to help investors make progress toward their goals. Our talented teams...

  • Technical Analyst

    15 hours ago

    Melbourne, Australia Davidson Group Services Full time

    **The Opportunity**: A major financial institution is looking for Technical Analysts, to work within their Home Loans team, to assist with the build and integration of their document processing platform, in their Melbourne team. **The Role**: - Collaborate with Architects to define solution designs that meet business requirements - Develop integration...

  • Technical Support Analyst

    2 weeks ago

    Melbourne, Victoria, Australia Renishaw Full time $90,000 - $120,000 per year

    Technical Support AnalystAbout the BusinessLexisNexis is a global provider of trusted information and analytics, delivering solutions that help organizations make informed decisions and manage risk. iDiverse is part of LexisNexis' suite of solutions, providing advanced product services and support for a global user base, partner network, and internal...

  • Technical Analyst

    7 days ago

    Melbourne, Victoria, Australia Latitude IT Full time $90,000 - $120,000 per year

    Technical Analyst – ERP, Inventory & Reconciliation12 month daily rate contract | Melbourne-hybrid | Retail SectorASAP startA leading retail organisation is seeking a Technical Analyst. This role is key in supporting inventory management, reconciliations, and ERP processes across stores and warehouses.You'll help maintain inventory accuracy, resolve...

  • Technical Business Analyst

    1 week ago

    Melbourne, Victoria, Australia DXC Technology Australia & New Zealand Full time $90,000 - $120,000 per year

    DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer successWe are seeking a Technical Business Analyst to join the DXC team on a long term project. This is a contract role starting ASAP.As a Technical Business Analyst specialising in integration, you will play a critical role...

  • Technical Analyst

    1 week ago

    Melbourne, Victoria, Australia Slade Group Full time $90,000 - $120,000 per year

    The Technical Analyst will play a key role in supporting and optimising ERP systems, and is responsible for monitoring, triaging, and resolving transaction errors, while driving continuous improvements and ensuring accuracy in business-critical processes. Key Responsibilities Monitor and support ERP processes across inventory, and warehouse...