Senior Support Analyst Centrered IT

Lyra Technology Groupis aprivateequity-backed holding company that invests andoperatesindustry leading technology service businesses. Our companies areoperatedindependently by exceptional management teams. Companies that join our groupretainthe employees name and culture that have made them successful. As a platform ofEvergreenServicesGroup 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.

We made our first acquisition at the beginning of 2018. Today we hold a controlling stake in100companies across the US UK Australia New Zealand and Canada. Our companies employ over3000 team members each led bytheirown managementteam andprovideworld-class support to over 12000clients.

About The Position

One of our operating companies Centrered IT is looking for a Senior Support Analyst to join their team in Canberra.

As a senior member of the Team 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.

Responsibilities:

• Provide technical leadership and mentorship to Support Analysts including pod leadership where required.
• Design implement and enhance secure ICT network and server architectures aligned to customer requirements and budgets.
• Lead and support a security-first approach including cyber security initiatives and best practices.
• Deliver 3rd-level escalation support for managed client environments and complex incidents.
• Maintain and manage core infrastructure including servers Microsoft 365 backup solutions patching upgrades and capacity planning.
• Install configure and support network and infrastructure equipment (firewalls routers switches cabling and related technologies).
• Perform problem analysis and root cause investigations leading Incident Problem and Change Management processes.
• Build and maintain strong client relationships through responsive professional support (remote onsite and on-call as required).
• Drive continuous improvement through technology adoption accurate documentation and collaborative work practices across teams.

Skills required

• 4 years experience in general IT support within a Managed Services Provider (MSP) environment (desirable).
• Certificate III in Information Technology (or equivalent experience)
• Strong experience supporting Microsoft 365 environments (3 years desirable)
• Experience supporting Azure environments (2 years desirable)
• Windows 10 / 11 administration and support
• Solid troubleshooting incident resolution and root cause analysis skills
• Strong communication skills and attention to detail
• Ability to multi-task in a fast-paced environment
• Capability to mentor and develop technical skills within the team

Benefits

• Work from home up to 2 days per week
• Dedicated professional development time
• Monthly team lunch provided