Support Analyst, Level 2 - Centrered IT at Lyra Technology Group

<div class="content-intro"><p><a href="http://www.lyratechgroup.com/"><span data-contrast="none"><span data-ccp-charstyle="normaltextrun" data-ccp-charstyle-defn="{&quot;ObjectId&quot;:&quot;ac0262f4-8a9e-5820-b908-2d943c5f7113|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[201342446,&quot;1&quot;,201342447,&quot;5&quot;,201342448,&quot;1&quot;,201342449,&quot;1&quot;,469777841,&quot;Calibri&quot;,469777842,&quot;&quot;,469777843,&quot;Calibri&quot;,469777844,&quot;Calibri&quot;,201341986,&quot;1&quot;,469769226,&quot;Calibri&quot;,268442635,&quot;22&quot;,469775450,&quot;normaltextrun&quot;,201340122,&quot;1&quot;,134233614,&quot;true&quot;,469778129,&quot;normaltextrun&quot;,335572020,&quot;1&quot;,469778324,&quot;Default Paragraph Font&quot;]}">Lyra Technology Group</span></span></a><span data-contrast="auto"><span data-ccp-charstyle="normaltextrun">&nbsp;is a&nbsp;</span><span data-ccp-charstyle="normaltextrun">p</span><span data-ccp-charstyle="normaltextrun">rivate&nbsp;</span><span data-ccp-charstyle="normaltextrun">e</span><span data-ccp-charstyle="normaltextrun">quity-backed holding company that invests in and&nbsp;</span><span data-ccp-charstyle="normaltextrun">operates</span><span data-ccp-charstyle="normaltextrun">&nbsp;industry leading technology service businesses. Our companies are&nbsp;</span><span data-ccp-charstyle="normaltextrun">operated</span><span data-ccp-charstyle="normaltextrun">&nbsp;independently by exceptional management teams. Companies that join our group&nbsp;</span><span data-ccp-charstyle="normaltextrun">retain</span><span data-ccp-charstyle="normaltextrun">&nbsp;the employees, name, and culture that have made them successful. As a platform of&nbsp;</span></span><a href="http://www.evergreensg.com/"><span data-contrast="none"><span data-ccp-charstyle="normaltextrun">Evergreen&nbsp;</span><span data-ccp-charstyle="normaltextrun">Services</span><span data-ccp-charstyle="normaltextrun">&nbsp;Group</span></span></a><span data-contrast="auto"><span data-ccp-charstyle="normaltextrun">, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. </span></span><span data-contrast="auto"><span data-ccp-charstyle="eop" data-ccp-charstyle-defn="{&quot;ObjectId&quot;:&quot;920dbcde-2834-5e15-a5fa-062170b236ba|1&quot;,&quot;ClassId&quot;:1073872969,&quot;Properties&quot;:[201342446,&quot;1&quot;,201342447,&quot;5&quot;,201342448,&quot;1&quot;,201342449,&quot;1&quot;,469777841,&quot;Calibri&quot;,469777842,&quot;&quot;,469777843,&quot;Calibri&quot;,469777844,&quot;Calibri&quot;,201341986,&quot;1&quot;,469769226,&quot;Calibri&quot;,268442635,&quot;22&quot;,469775450,&quot;eop&quot;,201340122,&quot;1&quot;,134233614,&quot;true&quot;,469778129,&quot;eop&quot;,335572020,&quot;1&quot;,469778324,&quot;Default Paragraph Font&quot;]}"> </span></span></p></div><p></p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-weight: bold;">About The Position</span></p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">One of our operating companies, <a href="https://centrered.com.au/about-us/">Centrered IT</a>, is looking for a Support Analyst to join their team in Canberra.</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">As a Support Analyst, L2, you will be the primary point of contact for service escalation. You will support analysts and therefore clients to make the most of their IT environment under contractual or other arrangements. You can easily and seamlessly recognise the impact of identifying root cause analyse and on-the-spot fixes.</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-weight: bold;">Responsibilities:</span></p> <ul style=" margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Provide Level 2 technical support for escalated issues, ensuring timely resolution and high-quality service delivery.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Assist in maintaining and supporting core infrastructure, including servers, Microsoft 365, backup solutions, patching, and system updates.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Support the implementation and maintenance of secure ICT environments, following established security practices and guidelines.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Install, configure, and troubleshoot network and infrastructure equipment (firewalls, routers, switches, and related technologies).</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Perform problem analysis and contribute to root cause investigations, working within Incident, Problem, and Change Management processes.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Collaborate with senior engineers and other teams to resolve complex technical issues and improve service delivery.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Provide responsive and professional support to clients via remote, onsite, and on-call support as required.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Maintain accurate documentation, including tickets, system configurations, and knowledge base articles.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Contribute to continuous improvement by identifying recurring issues and suggesting practical enhancements.</span></li> </ul> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-weight: bold;">Skills required</span></p> <ul style=" margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">2–4 years’ experience in IT support</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Certificate III in Information Technology (or equivalent experience).</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Experience supporting Microsoft 365 environments.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Exposure to Azure environments (desirable).</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Experience with Windows 10 / 11 administration and support.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Strong troubleshooting and incident resolution skills.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Good communication skills and attention to detail.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Ability to prioritise and manage multiple tasks in a fast-paced environment.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Willingness to learn and develop technical skills, with the ability to support and share knowledge with team members.</span></li> </ul> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-weight: bold;">Benefits</span></p> <ul style=" margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Work from home up to 2 days per week</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Dedicated professional development time</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Monthly team lunch provided</span></li> </ul> <p></p>