Technical Support Analyst

About The Job Technical Support Analyst
Join Our Team and Shape the Future of IT Managed Services Solutions

About The Role
We are seeking an experienced Support Analyst to join our Service Centre team. You'll be the go-to person for Level 1 and 2 managed services, handling end-user services and desktop support. Your role involves responding to technical assistance requests via phone, email, or service management tools.

• This position requires participation in a 24x7 roster, Monday to Sunday.

About Us
Experteq is a proudly Australian-owned IT Managed Services Provider (MSP) and Professional Services Consultancy with over 30 years of experience. We deliver innovative technology solutions to more than 50 clients in the banking, finance, corporate, and government sectors nationwide, including 30% of Australia's Authorised Deposit-taking Institutions. With a rich history and extensive experience in one of Australia's most regulated industries, our high-performing teams excel in collaborating with clients who demand the highest levels of security, compliance, and regulatory standards. We offer deep technical expertise across a comprehensive range of services, including trusted private and public cloud solutions, end-user services, and business optimisation.

What You Will Do Here

• Be the First Point of Contact: Provide effective first and limited second-level IT support to our clients.
• Resolve Technical Issues: Liaise with clients and other areas to resolve technical support issues.
• Manage Incidents: Log, manage, and process incidents and emails through ServiceNow.
• Install and Configure: Software and hardware installations and configurations.
• Contribute to Processes: Assist in developing and maintaining standard operating procedures.
• Project Work: Participate in various projects and tasks as needed.

Who You Are

• Experienced in IT Support: You have experience working in a corporate environment ideally with a Managed Service Provider or similar environment.
• Technical Proficiency: Comfortable with Active Directory, Exchange, Windows O/S, Microsoft Office suite and O365 troubleshooting, MS Azure, and PowerShell.
• Customer-Focused: Proven track record in providing excellent customer service and technical support.
• Problem Solver: Strong analysis and problem-solving skills.
• ITIL Knowledgeable: ITIL certification or knowledge is a plus.
• Clear and Eligible: No criminal record and unrestricted permanent working rights in Australia.

Why You Will Love Working Here
Meaningful Flexibility:
Enjoy a flexible 'dress for your day' office culture and a hybrid work environment with 2 days in the office and 3 days remote each week, along with flexible hours around core work times.

Centrally Located:
Our office is centrally located in Sydney's CBD just half a block from the QVB, making commuting on office days a breeze

Tech Perks:
We'll provide you with a powerful laptop and a monthly mobile phone allowance.

Discounts:
Enjoy staff discounts across various services including finance, health, real estate, and retail.

Social Connections:
Connect, learn, and socialize through regular team lunches, activities, learning opportunities, industry events, forums, and celebrations.

Employee Support:
Benefit from study leave assistance, health and well-being support including a Mental Health First Aid officer, access to a confidential EAP, and annual flu shots.

Leave Benefits:
We offer 12 weeks of universal parental leave and a day off to celebrate your birthday.

Career Advancement:
Grow your career with opportunities to work on innovative and diverse projects across various industries and technologies. We'll work with you to tailor a career progression plan and development goals to keep you challenged and growing.

Awards & Recognition:
Your hard work and loyalty will not go unnoticed. We offer service awards, celebrate your achievements, and have an employee referral program for successful new staff member referrals.

Diversity And Inclusion
We embrace diversity and inclusion that benefits everyone. We are proud to be an equal-opportunity employer that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.

Note To Recruitment Agencies
Unsolicited resumes or profiles sent to any employee will not be accepted.