Not every support role is about resetting passwords and closing tickets.
Some are....This one isn't.
The Australian Access Federation (AAF) sits at the heart of Australia's research and education ecosystem, providing critical authentication and identity services used by more than 1.5 million people across universities, research institutes, government agencies and national research infrastructure.
Most people have never heard of AAF.
But if you've accessed a university system, collaborated on research across institutions, or logged into secure academic infrastructure, there's a good chance AAF was quietly making that possible behind the scenes.
Now they're looking for a Technical Support Analyst to join their growing team.
This is an ideal opportunity for someone early in their IT career who enjoys solving problems, helping customers, and wants exposure to technologies that most support roles never get near.
The GIG
You're'll join a small, highly collaborative support team responsible for helping universities, researchers and technical users troubleshoot issues across AAF's identity and access management platforms.
The work is technical.
The customers are technical.
And the learning curve is steep in all the right ways.
On any given day you might:
* Investigate authentication and identity-related issues
* Troubleshoot problems raised via phone, email and ticketing systems
* Work closely with senior engineers and specialists to resolve complex incidents
* Monitor systems and identify potential issues before they become problems
* Contribute to technical documentation, FAQs and knowledge base articles
* Learn how large-scale identity, authentication and federation systems operate
You'll typically handle around 10 tickets per day, but this isn't a high-volume call centre environment.
It's about understanding problems, asking good questions, and working methodically toward solutions.
What We're Looking For
We're less concerned about whether you've worked with federation or identity systems before.
They can teach that.
What matters most is curiosity, problem-solving ability and a genuine interest in technology.
You'll likely bring:
* 1-3 years' experience in a Helpdesk, Service Desk, Technical Support or similar IT support role
* Strong troubleshooting and analytical skills
* Excellent communication and customer service skills
* Exposure to Linux, Unix or system administration concepts
* Experience working with ticketing systems (Freshdesk, Jira, ServiceNow, Zendesk or similar)
* A willingness to learn and ask questions when you get stuck
* The confidence to take ownership of problems rather than simply passing them on
* University or higher education sector experience
* Exposure to Active Directory, Microsoft Entra ID, Okta or Identity & Access Management concepts
* Personal technology projects, homelabs, gaming servers, Linux tinkering or similar technical hobbies
Why AAF?
* Work on nationally significant digital infrastructure
* Learn from some genuinely smart technical people
* Small team, low ego, highly collaborative culture
* Hybrid Brisbane-based role
* Exposure to modern identity and authentication technologies
* Strong focus on learning and professional development
* Meaningful work supporting research, education and innovation across Australia
This is the kind of role where you'll learn more in two years than many people learn in five.
If you're naturally curious, enjoy solving problems, and want to build a career in technology rather than simply work in IT support, we'd love to hear from you.
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