It Operations Support Analyst

ABOUT US:

More (www.more.com.au) and Tangerine (www.tangerinetelecom.com.au) are two fast growing challenger brands in the telecommunications space. Offering nbn®, mobile and fixed voice products to both consumers and small businesses right across Australia. With our continued rapid expansion, we’re on the lookout for a IT Security Specialist to join our IT team.

As the IT Operations Support Analyst, you'll be joining multi award-winning companies. We were certified as a 'Great Place to Work' in 2023, and we were named Smart50 Workplace Winners for our inventive approach to people and culture. We take pride in creating a workplace that values simplicity, transparency, and customer support. We’ve also won numerous industry awards and are in the AFR Fast 100 for 2023.

We're also proudly part-owned by the Commonwealth Bank of Australia (CBA) having acquired a stake in mid-2021, that delivers special benefits for CommBank customers and staff.

ABOUT THE ROLE: 

As the IT Operations Support Analyst, you will be an integral part of a specialised team playing a crucial role in ensuring the reliability, availability, and performance of IT systems and infrastructure to support the organisation's business operations effectively.

RESPONSIBILITIES: 

• Regularly monitor IT systems, networks, and infrastructure to ensure smooth operations. 
• Respond to alerts and incidents promptly, diagnosing and resolving technical problems.
• Document and track incidents, service requests, and resolutions in our Jira ticketing system.
• Provide technical assistance and support to users including resolving hardware and software issues, assisting with software installations and configurations for new starters.
• Monitoring system performance, analysing trends, and making recommendations for infrastructure upgrades or changes to meet future demands.
• Maintain accurate documentation to facilitate knowledge sharing.
• Work closely with other IT teams, such as network administrators, system administrators, and developers, to address complex issues and implement solutions.
• Ensure compliance with IT security policies and procedures.
• Identify opportunities for process improvements, automation etc. within IT Operations. 
• Participate in an on-call rotation to provide after-hours support for incidents.

EXPERIENCE & SKILLS:

Experience 

• Minimum of 3 years' experience as an IT Support Analyst or similar role.
• Bachelor’s degree in information technology, Computer Science, or related field.
• Technical Skills e.g., Proficiency in operating systems such as Windows, Linux, or Unix; Knowledge of networking concepts and protocols (TCP/IP, DNS, DHCP, etc.); Familiarity with virtualization technologies (VMware, Hyper-V, etc.); Experience with IT infrastructure components, including servers, storage, and networking devices; Understanding of cloud computing platforms (AWS, Azure, Google Cloud, etc.); Proficiency in using monitoring and troubleshooting tools for system and network management.
• Relevant certifications e.g., CompTIA A+, Network+, and Security+, Microsoft Certified: Azure Administrator Associate, Cisco Certified Network Associate (CCNA), VMware Certified Professional (VCP), ITIL Foundation Certification (for understanding IT service management best practices)

Skills 

• Ability to analyse complex technical issues, troubleshoot problems, and implement effective solutions in a timely manner.
• Strong verbal and written communication skills are essential for interacting with end-users, colleagues, and management, as well as documenting processes and procedures.
• Ability to work collaboratively with cross-functional teams to address technical challenges and achieve common goals.
• Effective time management and prioritization skills to manage multiple tasks and meet deadlines in a dynamic IT environment.

THE PERKS! 

Apart from a great company culture, we offer you:

• Free home internet & mobile phone plan.
• $150 voucher of your choice and a day off to celebrate your birthday.
• Generous paid Parental Leave.
• Work anniversary prizes.
• Positive Customer Feedback & Employee Shout Out prizes.
• AFL and BBL season tickets.
• Samsung product discounts through our partnership. 
• Partnerships with reputable charities, namely, Telco Together and Pancare.
• Our famous Christmas party (it’s a big deal!).
   

If you’re passionate about maintaining robust technology infrastructure and thrive in a dynamic environment, we’d love to hear from you! 

*Only shortlisted applicants will be contacted.