Senior Technical Support Analyst - Anywhere in AU
Civica, Australia
Job Description
About Us
Civica (www.civica.com) is a market-leading specialist in business-critical software applications, digital solutions and managed services that help teams and organisations around the world to transform the way they work. Civica’s software and digital solutions are market leaders in their industries and are known globally. In Australia, our software and cloud solutions and services have powered some of the most important organisations in our communities; like schools, libraries, local councils and state agencies, community organisations, and others to help them meet the changing needs of the citizens they serve. Our team is proud to work within the sectors we do, where we make a real difference, contributing to the growth of the societies that we live in. Want to join us and help continue our mission?
About The Role
Our Senior Technical Support Analysts are responsible for providing 3rd level support for our internal and customer IT Systems, covering Hardware and Software issues and requests. The function is responsible for resolution of P1 and Major Incidents. Another part of the role is providing coaching and knowledge sharing with the Support Analysts to increase their technical knowledge. This role could be based anywhere in AU, our preference would lean towards East Coast purely for timezones but for the right candidate we will consider any location.
Responsibilities
- Manage escalated incidents and requests according to standards, procedures and within SLA
- Investigate root cause of incidents
- Take the lead on major incidents, creating action plans for resolution
- Follow change control procedures
- Draft/Maintain procedures and support documentation
- Mentor and coach Support Analysts
About You
You have done your time as a L1 Support Analyst and moved through the ranks to L2 where you’ve honed your broad technical skillbase, taken on meaty projects and you’re more than ready to operate at L3. You want to work in a team where your career can take off under a training plan designed to prepare you for bigger and bolder challenges in your future!
You will also have:
- Understanding of or certification in ITIL Foundation
- Experience with Windows Server 2012+/ Remote Support/Remote Admin
- Experience with Exchange 2016+
- Complex AD Admin
- Private and public cloud experience
- Citrix virtual apps amp; desktop
Your Benefits
At Civica we believe our people are our biggest asset and we pride ourselves on cultivating a supportive and modern working environment; whilst providing you with the tools you need to get the job done. We will offer what you would expect in today’s modern work environments:
- Join a growing and successful business
- Genuine career development
- Flexible working conditions
Civica is a Diversity Leader
At Civica we are committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. At Civica we recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.
What Next?
Do we sound like a good match? If so then we would love to hear from you! Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there.
Civica is an equal opportunity employer and welcomes applications from all sections of the community.
Please no agencies.