Technical Support Analyst

3 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**

**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.

**Accommodation Statement

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