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About the Role
Ensure the smooth operation and support of the organization’s applications and software systems, while enhancing the overall efficiency and effectiveness of IT services.
Responsibilities
- Provide first-level technical support to end users experiencing application-related issues across Australia.
- Collaborate with cross-functional teams, including developers, system administrators, and business stakeholders, to diagnose and resolve complex technical problems.
- Monitor application performance and availability, promptly identifying and addressing potential issues to ensure uninterrupted service.
- Manage and prioritize support requests through a ticketing system, ensuring accurate documentation and timely resolution.
- Assist in the implementation of application updates, patches, and enhancements, ensuring minimal disruption to users while maximizing system performance.
- Contribute to the creation and maintenance of support documentation, user guides, and knowledge base articles.
- Identify opportunities for process improvement, automation, and efficiency gains in application support and management.
- Participate in on-call rotations to provide after-hours support when necessary.
Requirements
- 1-3 years of aligned experience or a relevant qualification (Bachelor’s degree in computer science, information technology).
- Strong knowledge of software applications, web applications (.net), operating systems, and database systems.
- Experience with Microsoft SQL Server.
- Familiarity with scripting languages.
- Experience with ticketing systems like Freshdesk, Service Now, BMS required.
- Familiarity with IT service management practices.
- Ability to troubleshoot technical issues, analyze logs, and diagnose problems under pressure.
- People-focused, warm, honest, and genuine demeanor.
- Ability to explain technical issues clearly to anyone.
- Comfortable communicating at all levels.
- Perceptive, asks questions, and strives to understand.
- Enjoys solving problems and is not easily flustered.
- Comfortable managing time and prioritizing multiple issues simultaneously.
Skills
- Software applications
- Web applications (.net)
- Operating systems
- Database systems
- Microsoft SQL Server
- Scripting languages
- Ticketing systems (Freshdesk, Service Now, BMS)
- IT service management practices
- Troubleshooting
- Log analysis
- Problem diagnosis
- Communication
- Time management
- Prioritization
Location
- Pitt St office
- Nationally
Work Type
- Onsite
- Full-time
Experience Level
- 1-3 years
Education Level
- Bachelor’s degree in computer science
- Bachelor’s degree in information technology
- IT certification
Benefits
- Free gym membership for you and your buddy
- Discounted personal training
- Special deals with retail and service partners
- Flexible work/life balance options
- Paid parental leave
- Regular personal and professional development
- Confidential 24-hour support via employee assistance program
- Standing desk
- Wellness sitting ball
- Fresh fruit daily
About the Company
- One of the world’s most recognised and exciting brands.
- A culture that’s all about changing people's lives for the better through wellness.