Helpdesk Support Specialist

1 day ago

Canberra Australian Capital Territory Australia Vault Cloud Full time $60,000 - $90,000 per year

Vault Cloud is the national leader of providing highly secure and scalable sovereign hyperscale cloud capability to the Australian Government, National Intelligence Community and Critical Infrastructure sector. We pioneered the development of Australia's only sovereign, hyperscale cloud with security at its core, being one of the first cloud organisations to be Australian Signals Directorate (ASD) certified and we continue to drive innovation, delivering First of a Kind capability across the sector.

Vault is entering a defining phase of growth, bolstered by a strategic $22.5 million investment from the National Reconstruction Fund Corporation (NRFC). This funding will be instrumental in scaling our SECRET Cloud and introducing services like the AUKUS cloud capability, directly meeting Australia's national security demands and strengthening relationships across government and the private sector. To support this expansion and our commitment to securing the nation's critical data, we are currently bolstering our Operations Team. We are seeking an experienced and motivated Level 1.5 Helpdesk Support Specialist to join our Canberra office and play a crucial role in ensuring the stability and security of Vault's next-generation Hyperscale Cloud infrastructure.

As a member of the team you will contribute by:

  • Customer Frontline: Resolve Service Requests and incidents promptly, ensuring an outstanding customer experience and adherence to Service Level Objectives.
  • System Monitoring & Response: Actively observe services, identify operational events, and execute immediate resolutions to maintain service performance.
  • Initial Triage & Escalation: Systematically troubleshoot issues, document root cause analysis, and efficiently escalate requests that require Level 2 support.
  • Cloud Administration: Fulfill service requests, including essential administration of cloud operations (e.g., access management and networking).
  • Operational Compliance: Maintain accurate records and documentation, strictly following ITIL-based Support and Change Management processes.
  • Participating in oncall rosters

To be successful you will be able to demonstrate:

  • The scope of this role requires an Australian Government Security Clearance; therefore, applicants must be Australian Citizens and have the ability to obtain and maintain the required security clearance.
  • 2 Year + experience in Customer Service Desk, NOC, EOC or Technical Support, with exposure in infrastructure and networking
  • Experience working in operational environments including:
  • Working in an ITSM environment using tools such as Jira
  • DevSecOps workflows via CI/CD pipelines using e.g., GitLab
  • Automation tools such as Ansible, Terraform would be advantageous
  • A passion for technology and security
  • Flexibility to enjoy and thrive within a fast-paced, agile, and expanding scale-up environment
  • Background in Linux environment administration would be advantageous

What's in it for you?

  • Be at the forefront of cyberwarfare, the greatest technology challenge of our generation
  • Up to 10% of time dedicated to learning & development
  • 5 days of bonus leave per year
  • Company paid parental leave
  • A diverse culture where we celebrate our people and their unique, individual perspectives

You will collaborate to provide secure and professional cloud services to a broad range of users. Join us now and become part of the future of secure cloud services and provide a significant contribution to our nation's success.

Get to know us at

Cloud Infrastructure for Government & Critical Industries

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