Senior Support Analyst

Since 1996, Centrered has been part of the Canberra community providing quality managed IT and professional services. Our core values are critical to our continued success and underpin our approach to all aspects of our work

About Your Team
Managed Services is the reason we’re all here –they are the heart and soul of Centrered. They set the bar for exceptional client experiences and are
the face of IT in our client’s businesses

About Your Role
As a senior member of Managed Services, 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 recognize the impact of
identifying root cause analyze and on-the-spot fixes.

Your Day to Day
Within this role, allocated tasks will vary with specific clients; including, but not limited to:

Technical leadership and guidance provided to Support Analysts, including any pod leadership
requirements.
· Contribute to the design, planning & enhancing of ICT network architectures along with defining related
costs based on customer requirements.
· Support the ‘security first’ business practice, implementing cyber security initiatives as required.
· Installation and configuration of equipment such as routers, firewalls, switches, cabling, and network
devices.
· Supporting managed client systems by providing 3rd level escalation support to Managed Services
Analysts as required.
· Proactively drive and leverage existing and new technologies to achieve business outcomes.
· Proactively drive and promote a continuous and accurate documentation culture within Centrered.
· Undertake capacity planning and reporting on core systems.
· Maintain core server architecture, patching, updates, servicing, and planned upgrades.
· Maintenance and management of Microsoft 365 environments.
· Maintenance and management of Backup solutions.
· Analyse problems, including root cause analysis.
· Provide telephone, face-to-face and remote support to clients, including site visits.
· Ability to provide on-call support on a rotational basis.
· Maintain and enhance existing client relationships by providing consistent and responsive support and a
professional level of service.
· Lead teamwork and collaboration for the success of clients through the POD or any other structure(s) in
place, including the maintenance of customer facing documentation and resources.
· Actively engage and role model collaborative work practices across all teams.
· Lead and Mentor Incident, Problem & Change Management.

Your Technical Skills
You will have these or be able to work towards these:

· Certificate III in Information Technology
· Microsoft 365 Fundamentals
· Microsoft 365 Certified: Modern Desktop Administrator Associate
· Microsoft 365 Certified: Messaging Administrator Associate
· Microsoft 365 Certified: Teams Administrator Associate
· Microsoft 365 Certified: Developer Associate
· Windows 10 / 11 experience
· Server 2012 -2019 experience

In addition, you will work towards:

· Microsoft 365 Certified: Identity and Access Administrator
· Microsoft 365 Certified: Security Administrator Associate
· Microsoft 365 Certified: Enterprise Administrator Expert