Senior Technical Support Analyst

at SEEK
Location Melbourne, Australia
Date Posted March 1, 2020
Category Information Technology
Job Type Full-time

Description

Senior Technical Support Analyst SEEK location Melbourne. Salary Base + Super + Profit Share.

SEEK’s portfolio of diverse businesses make a positive impact on a truly global scale. Our unified purpose helps people live more fulfilling and productive working lives and helps organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities. We have a culture of high-performance in our workplaces and celebrate the diversity of our employees who contribute to the success of our organisation.

At SEEK our biggest asset is our people, and we are proud of our community of valued, talented and diverse individuals who really know their stuff. Our culture statement, ‘This is SEEK’, is all about what makes SEEK unique and a little bit different.

This is SEEK clearly outlines what we believe in and the attributes of our best people, which include passion about SEEK and our customers. Great judgement and decision-making ability. Knowing their stuff – Professional and Leadership skills. Delivering great outcomes for SEEK.  The role SEEK’s Technical Operations Team supports approximately 1,000 employees across several offices in Australia and New Zealand. Reporting to the Technical Operations Team Leader, the Senior Technical Support Analyst is responsible for providing first-class technical support and driving continuous improvements to SEEK’s internal users.

Some of the technologies supported are Apple & Microsoft Operating Systems. Collaboration and Productivity Tools. SaaS, PaaS and IaaS solutions. Unified Collaboration Solutions. Network Technologies (WAN/LAN). Flexible Working Solutions (VPN, VDI etc). Desktop and Service Desk Management Solutions. As part of the Technical Operations Team, you'll be providing an outstanding technical support experience and driving continuous improvement for our staff.

Proactively supporting and mentoring technical support staff. You’ll be handling blocking issues and assisting in the development of technical and customer service skills, including identifying and recommending development needs to the team and leadership.

Key responsibilities identifying, defining and delivering service and technical improvements/efficiencies across existing systems & processes through pro-active support initiatives. Pro-actively monitoring for repeat incidents, emerging themes and empowered to resolve at root cause. Owning and tracking the progress and quality of team tickets. Providing guidance and supporting to ensure great outcomes.

Operational responsibility for key vendor performance and relationships. Producing and maintaining relevant technical and system documentation and assisting with documenting process and procedure information as required. Planning and delivering technology upgrades, refreshes and major software and hardware rollouts. Use your scripting expertise to automate workflows and processes to contribute to our technologies. Be able to work on-call as rostered (Exec support) or after hours if required for ad-hoc changes.

Skills and experience strong working knowledge & understanding of O365, PowerShell & network fundamentals. Experience in supporting Unified Collaboration / Contact Centre solutions. Knowledgeable in both Microsoft & Apple environments. Prior experience in a similar role, providing advanced technical support within an agile and diverse technical environment.

A lateral thinker with strong analytical and problem-solving skills. Deeply caring and passionate about providing an exceptional service experience. A strong passion to collaborate with others and someone who places high value on teamwork. Works with a sense of urgency and able to manage, triage and prioritise multiple issues at once. Positive, can-do attitude, shows initiative and takes ownership of outcomes.

Culture at SEEK we really value our culture and the way we work together to get stuff done. Our commitment to fostering a work environment where people feel like they're making a difference everyday has helped us maintain a consistently high ranking in the annual Aon Hewitt Best Employer Award. In other words, people like to come here – and we're proud of that.

 

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