Client Support Analyst

ABOUT THE COMPANY

Bare Cove Technology (BCT) is an award-winning IT and cybersecurity solutions provider. Our team is made up of proven leaders in the fields of cybersecurity, software development, cloud technologies, and IT infrastructure and design. We support the top asset managers in the Asia Pacific region, helping our clients meet the evolving expectations of institutional investors and global regulators. To support our continued growth, Bare Cove Technology is looking to grow the Australia-based team in Sydney.

ABOUT THE ROLE

Bare Cove Technology is seeking a Client Support Analyst to join our expanding Sydney team. We are looking for a naturally curious individual with a hunger for learning and technology. This position is ideal for someone who enjoys solving problems, building relationships, learning various technology platforms and working across various support teams. As a hybrid role, you'll combine remote work, client site visits, and office collaboration in Sydney.

You will collaborate closely with clients, partners, and internal teams to ensure the highest quality of technology support and seamless service delivery. Your focus will be on delivering exceptional support and analysis for the technology needs of APAC's leading hedge funds, asset managers and legal services.

This opportunity is ideal for candidates with solid technical expertise and excellent client communication skills, offering clear pathways for professional growth and advancement as the business continues to expand.

As you develop your technical skills and knowledge in the role, you will have the opportunity to help the team with advanced technical advice and solutions to our clients. You will also gain exposure to a variety of BCT's business lines, including software development and automation, cybersecurity, and projects.

Candidates with keen interest to gain exposure to IT services in the financial industry are welcome to apply. The role will be reporting to the Head of Client Support.

ESSENTIAL SKILLS AND QUALIFICATIONS

Job Duties:

• Provide remote and onsite technical support to our clients.
• Respond to client support requests within agreed SLAs.
• Keep ticketing system and project management tools up to date with internal and external updates and time entries.
• Install and upgrade computer hardware and software for our company and clients as required.
• Escalate unresolved or complex issues and work with team to resolve
• Provide support for Microsoft Windows and Mac platforms, mobile applications, cloud applications (including M365, Azure and AWS), networks, and on-premise hardware and software.
• Assist the project team with client onboarding and new office and technology platform onboarding.
• Work with account managers for any client support escalations.
• Document incidents and resolutions in the knowledge base to assist with resolutions.
• Provide general guidance on company setup, security policies and technology to clients.
• Manage IT inventory and assist with IT procurement.

Required Skills and Qualifications:

• Experienced candidates with 2 to 3 years of technical support experience, including experience supporting Microsoft 365.
• Proven work experience as a technical support role.
• Be punctual and have strong prioritisation and time management skills.
• Excel in a fast-paced, agile environment where critical thinking and problem-solving skills with high attention to detail is required for success.
• Ability to function in a self-directed environment.
• Strong customer focus and ability to explain complex technical issues to non-technical people.
• An innovative thinker that embraces change and new technology.
• Strong written and verbal communication skills.
• Willing to work outside standard business hours on occasion.
• Native or fluent English.
• Qualifications in Information Technology, Computer Science or relevant fields.