At bdna, we exist to improve society. We choose to only work with clients that have a direct impact on community wellbeing, safety and improvement - which means that we get to make a difference every day
The bdna Products team of technical analysts, software developers, engineers, testers and forensic subject matter experts work closely with law enforcement and forensic laboratories to improve forensic service delivery through specialist products and contributes to the continuous improvement of service delivery and customer satisfaction.
This role is responsible for providing high-quality technical support to internal and external stakeholders, including incident, problem, and service request management in alignment with agreed Service Level Agreements (SLAs).
This role includes participation in an after-hours on-call support roster to ensure 24/7 service availability for bdna's customers.
What'll you do
* Provide responsive and effective technical support via telephone, email, and remote access tools in accordance with customer SLAs
* Conduct software maintenance, updates, and upgrades for bdna's client base
* Proactively foster and maintain positive relationships with clients through professional and customer-focused communication
* Monitor application and infrastructure alerts to identify and address potential incidents before they impact service
* Apply ITIL-aligned incident management practices to resolve customer issues in a timely and efficient manner
* Support the implementation of change management and coordinate with clients during planned maintenance activities
* Analyse recurring issues and recommend preventative measures to reduce incident volume
* Collaborate with internal teams—including developers, QA, infrastructure, UX, and business analysts—to investigate and resolve complex technical issues
* Troubleshoot infrastructure and application faults, identify bugs, and perform data analysis tasks as required
* Document support activities, decisions, and resolutions within service management tools such as ServiceNow
* Operate within bdna's Continuous Integration (CI) environment and associated tools
* Attend client sites as required, representing bdna in a professional and consultative manner
* Manage competing priorities to ensure timely resolution of all support tickets and tasks
* Demonstrate autonomy, initiative, and accountability in the delivery of support services
* Contribute to a positive and inclusive team culture, showing respect for diverse backgrounds, cultures, and perspectives
* Actively support bdna's commitment to quality, innovation, and continuous improvement
What you've got
* Minimum three (3) years of demonstrated experience in a technical support or application support role
* Proficient in SQL, including advanced querying, optimisation, and database management
* Strong working knowledge of Microsoft Azure services and troubleshooting methodologies
* Experience with ticketing systems such as Jira Service Management or ServiceNow
* Ability to diagnose and resolve issues in Windows environments, web applications, and APIs
* Understanding of cloud-based application and database technologies
* Experience supporting bespoke or custom-developed software systems is highly regarded
* Familiarity with software development processes or code is advantageous
* Excellent analytical and problem-solving skills with a proactive approach to service delivery
* Strong communication skills with the ability to translate technical information for non-technical users
* Proven ability to manage multiple tasks and prioritise effectively under pressure
* Demonstrated ability to work independently as well as collaboratively within a team
* High levels of professionalism, integrity, and customer focus
What you'll get
* Appropriate onboarding and training on the current forensic technology solutions
* Work closely with knowledgeable SMEs within a values driven team
* Collaboration and support
* Autonomy and ownership
* Flexible work arrangements
* Generous employee benefits, including professional development budget and birthdays off
* Career acceleration opportunities
Qualifications/Certifications
* A degree in computer science, information technology, or a related field or equivalent experience
* Microsoft Certified Azure Data Fundamentals (preferred)
* Microsoft Certified: Azure Database Administrator Associate (preferred)
* ITIL v4 Foundation certification (desirable)
* ITSM tool experience i.e. JSM and ServiceNow
* Experience working with public sector organisations, particularly public safety is highly desirable.
Work Eligibility
* Eligible for NV1 clearance to be considered for this role
* MUST be Australian citizen (Required)
* MUST be located in Brisbane