Senior Service Desk Analyst

5 hours ago

Sydney, New South Wales, Australia Cloud Native Full time $80,000 - $120,000 per year

Cloud Native is a growing Managed Services Provider specializing in managing and deploying infrastructure across public cloud, private cloud, data centers, and on-premises environments. Working closely with our customers' IT teams, we pride ourselves on being trusted partners who deliver results.

As part of our growth strategy for 2025, we are expanding our talented team to include a role that blends onsite technical expertise with relationship management. This hybrid role is perfect for someone who thrives on solving technical challenges while building and maintaining strong client relationships.

We work with a diverse and exciting range of customers, including startups, fintechs, retail, and major ASX businesses. Our team shares a passion for the transformative power of technology and the exceptional outcomes it enables.

The Role

This role is highly dynamic, involving direct interaction with our clients at their offices and providing tailored support to meet their needs. Acting as both a technical expert and a trusted advisor, you'll work to strengthen relationships with key stakeholders while ensuring smooth day-to-day IT operations.

You will split your time between client sites, where you will provide hands-on support and guidance, and the office, collaborating with our internal teams to ensure our clients' success.

Key Responsibilities

  • Build and maintain strong relationships with client stakeholders, acting as their primary onsite point of contact for IT support and solutions.
  • Provide high-quality technical support to end users both onsite and remotely, ensuring prompt resolution of issues.
  • Perform onsite deployments, configurations, and IT onboarding sessions for customers, ensuring a seamless experience.
  • Proactively identify opportunities to improve clients' IT environments and recommend solutions to enhance performance and reliability.
  • Support critical customer infrastructure, whether cloud-based or on-premises, including monitoring, patch deployment, and resolving backup issues.
  • Act as an advocate for clients within our internal teams, ensuring their feedback and concerns are addressed effectively.

Requirements

  • Strong customer focus with a commitment to delivering exceptional outcomes.
  • Proven experience working in an ITSM environment.
  • A demonstrated ability to work effectively in a team and independently.
  • Prior experience as an onsite technician or in a similar client-facing IT role.
  • A passion for continuous learning and investing in your technical and interpersonal capabilities.
  • Must be fluent in English.

Nice to Have

Experience in any of the following areas is a bonus:

  • Microsoft Azure (compute, networking, security, serverless, and data).
  • Microsoft 365 Suite and Google Workspace.
  • Virtualization technologies (e.g., VMware).
  • Managing Windows Server environments (e.g., Active Directory, File Services, SQL Server).
  • End-user compute environments (Windows and macOS) with tools such as SCCM, Intune, or Jamf.
  • Vendor certifications (e.g., Microsoft, AWS, Cisco).
  • Wireless networking.
  • A tertiary qualification in Networking, IT, or Computer Science.

Why Join Cloud Native?

This role offers a unique opportunity to work closely with a diverse range of clients, develop strong professional relationships, and play a pivotal role in delivering exceptional IT solutions. If you're passionate about combining technical expertise with client engagement, we'd love to hear from you.

How to Apply

Please apply via Seek and include:

  • A cover letter (we actually read it)
  • Your current resume

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