Overview
The Company More (www.more.com.au) and Tangerine (www.tangerine.com.au) are two fast-growing challenger brands in the telecommunications space. Offering nbn, mobile and fixed voice products to both consumers and small businesses right across Australia. With our continued rapid expansion, we're on the lookout for a L2 Support Analyst. As the L2 Support Analyst at More and Tangerine Telecom, you'll be joining a multi award-winning company. We were certified as a 'Great Place to Work' in 2023, and we were named Smart50 Workplace Winners for our inventive approach to people and culture. We've also won numerous industry awards and are in the AFR Fast 100 for 2023. We take pride in creating a workplace that values simplicity, transparency, and customer support. We\'re also proudly part-owned by the Commonwealth Bank of Australia (CBA) having acquired a stake in mid-2021, that delivers special benefits for CommBank customers and staff. About The Role
About the Role
As an L2 Support Analyst, you'll be a key member of the IT Operations team, responsible for delivering reliable, responsive, and customer focused technical support across the business. This is a hands on role suited to someone who can operate with confidence, take ownership of issues, and contribute to the ongoing improvement of IT operations. You'll provide advanced support across end user computing, applications, and infrastructure, working closely with internal teams to resolve complex issues and maintain a secure, high performing IT environment.
Responsibilities
* Provide Level 2 technical support across hardware, software, operating systems, and business applications
* Manage and resolve incidents and service requests, including escalation of complex issues where required
* Deliver end to end user onboarding and offboarding, including device provisioning and access management
* Support and maintain core IT systems and infrastructure, including servers, storage, and networks
* Monitor system performance and proactively identify issues or improvement opportunities
* Create and maintain clear technical documentation and knowledge base articles; ensure compliance with IT security policies, access controls, and best practice standards
* Collaborate with broader IT teams to support operational initiatives and system improvements
Qualifications
* Experience: Minimum 3 years' experience in an IT Support Analyst, IT Operations, or comparable Level 2 support role
* Tertiary qualification in IT, Computer Science, or a related discipline, or equivalent practical experience
Skills
* Strong experience supporting Windows desktop and server environments, with working knowledge of Linux
* Proven administration experience with Microsoft 365 (Office 365)
* Experience supporting IT infrastructure components and cloud platforms (Azure preferred; AWS advantageous)
* Strong troubleshooting, problem solving, and communication skills
* Ability to manage competing priorities and work effectively in a fast paced operational environment
The Perks
* Free home internet and mobile phone plan
* Mobile handset finance options
* Ongoing learning and development opportunities
* 24/7 wellbeing support through our partnership with Sonder
* $150 birthday voucher and a day off to celebrate
* Generous paid parental leave
* Work anniversary rewards
* Recognition prizes for positive customer feedback and employee shout-outs
* AFL and BBL season tickets
* Exclusive Samsung product discounts
* Partnerships with Telco Together and Pancare charities
If you're a capable Level 2 support professional who enjoys ownership, variety, and working in a growing organisation, we'd love to hear from you!
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