Senior IT Support Analyst providing systems/application support for a leading financial institution. Managing complex applications and mentoring others in a hybrid work environment.
About the role
- Level 2 Support Analyst troubleshooting advanced application issues for Civica, a GovTech software provider focused on public services. Collaborating with teams to enhance and resolve customer support cases.
Responsibilities
- **You will:**
- Diagnose, troubleshoot and resolve advanced application issues
- Apply configuration updates, data fixes or workarounds within agreed SLAs
- Collaborate with Level 3 Support, Product and Engineering to progress defects and enhancements
- Maintain accurate case notes and provide clear, professional updates to customers
- Participate in incident, problem and change management processes
- Contribute to knowledge base articles and support documentation
- Provide guidance and mentoring to Level 1 Analysts
- Act as a technical SME during customer meetings or escalations
- This role is ideal for someone who thrives on problem-solving and enjoys supporting customers in a technical, fast-paced environment.
Requirements
- **What you will need to be successful in this role**
- Experience in an application support role**, **ideally in Level 2
- Experience supporting education applications is highly desirable — but we’re also open to candidates from other application support environments
- Strong analytical and troubleshooting skills
- Experience working with SaaS or cloud-based applications
- Familiarity with ITIL processes (Incident, Problem, Change)
- Ability to interpret system logs and troubleshoot configuration or data issues
- Basic SQL skills for querying and reviewing data
- Excellent written and verbal communication skills
- A proactive and collaborative approach to working with technical teams and customers
Benefits
- **Why you'll love working with us.**
- We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
- **We're all different - **and we love this about us.
- **We provide an inclusive, safe, and welcoming environment to all Civicans **- there are heaps of opportunities to enable you to grow and be your best.
- **Giving culture - **we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
- **Flexible Work -** we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
Help Desk Support Technician providing IT support, troubleshooting, and service case management for BCS365 clients. Requires on - site support in the Scotts Valley, CA area.
Lead customer - facing technical support operations for refrigeration systems. Oversee staff while ensuring high customer satisfaction and technical support excellence.
Junior Support Analyst ensuring efficient technical support to users of technological systems at Simova. Focused on incident resolution, service continuity, and user documentation.
Lead Customer Project Support Engineer at GE Vernova responsible for engineering roles in power systems design and implementation. Collaborating with operations on critical energy infrastructure projects.
Customer Support Engineer managing technical relationships and providing engineering leadership for strategic Gas Power customers. Collaborating with teams to resolve technical issues and support outages planning.
Technical Support Manager responsible for planning and leading a team of engineers in Malaysia. Ensuring smooth operations and technical support for customer inquiries and projects.
Applications Support Technician at Sanford Health providing routine healthcare information system support and analyzing application workflow improvements. Requires strong analytical and communication skills with a focus on team collaboration.
Technical Support Specialist providing remote assistance in complex solar systems for professional customers at SMA Benelux. Ensuring high - level customer satisfaction through effective problem resolution and reporting.
Technicien Support N1 au sein de Roole, entreprise automobile simplifiant la vie des automobilistes. Gestion d'incidents informatiques, installation de postes et suivi des utilisateurs.