Support Analyst/Engineer

ABOUT THE ROLE

Based in Canberra, you will be responsible for providing first line support to our Federal Government customers. As the Support Analyst, you will be a part of our onsite Defence team and your responsibilities will include:

  • Monitoring and responding to customer support requests via email and ticketing system

  • Liaising with other support stakeholders to review and resolve logged issues

  • Investigating, identifying and resolving customer incidents and issues arising from the use of the BMS in a timely and proactive manner

  • Managing customer expectations and maintain integrity of service provided

  • Providing a consistent high level of service and support to our customers

  • Assisting in IT infrastructure projects by using technology to improve business performance and strategy

  • Maintaining technical support documentation and developing knowledge articles for internal and customer use

  • Maintaining the support tool (HP Service Manager)

ABOUT YOU

To be considered for this role you will have the following essential kills and experience:

  • Strong interpersonal skills with the ability to communicate effectively with both business and technical personnel

  • Strong knowledge of IT environments and concepts in IT Architecture

  • Ability to prioritise daily tasks and work to tight deadlines

  • Previous experience working in a technical support role

  • Sound understanding of programming concepts

  • Demonstrated analytical and problem solving skills

  • Minimum Baseline Security clearance

 The following are also highly desirable:

  •  Strong customer focus

  • Highly proactive and adaptable to changing business needs   

  • Passion for quality and excellence, and the drive to improve processes and systems

WHY HOLOCENTRIC?

We are committed to building excellence and work hard to provide a workplace that encourages and supports our people. We have a highly collaborative and social team environment with offsite company kick-offs and team building activities. We offer competitive salaries and as we grow and evolve opportunities for career and professional development plus a real ability to help shape our product future. We also have a share options scheme so you can participate in the success of our business.

We don’t believe in fixing people in rigid positions, but rather seek to match interest and capability. If you like a challenge, want to deliver exceptional results and seek to reach your potential, we’d like to hear from you!

DO YOU WANT TO BE PART OF SOMETHING BIG?

We are not your average software company. We have big dreams for our business and our people. So join us on our journey as we seek to fulfil our ambition of becoming a leading Australian software company!

To be considered for this role, you must be an Australian Citizen.

If you want to make a difference and be part of a team that takes pride in helping other organisations improve their business performance, then please apply with your resume and cover letter to careers@holocentric.com, telling us why you would like to join us.