Technical Support Analyst
RELX
full-time
Posted on:
Location Type: Office
Location: Sydney • 🇦🇺 Australia
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudLinuxMacOS
About the role
- Handle incoming traffic via supported channels, when necessary, to ensure SLA alignment.
- Serve as the primary point of contact for escalated customer inquiries.
- Collaborate with cross-functional teams to address customer needs and provide timely solutions.
- Own and trouble-shooting new/unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience.
- Technical/Functional Article and FAQ creation, reviews, and modifications.
- Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
- Assist with support metrics and trends to identify areas for improvement and provide insights to the management team and the Services team in driving client retention and growth.
- Generate PIR/RCA documents with a focus on future proofing and system monitoring.
- Deploying and analyzing code changes via GitHub.
- Provide expert-level technical guidance to staff, guiding them through issue resolution steps effectively.
- Assist clients configure the product where necessary, focused on providing product best practices where SOW is not needed.
- Assist with client onboarding and EBRs where necessary.
- Train and onboard new customer support team members.
- Maintain both internal and external training documents where necessary.
- Rostered on-call outage support during assigned shifts.
Requirements
- Minimum 3 years’ experience in a related field/role
- Experience with all Major OS (Windows, MacOS, Linux)
- Hands on experience with cloud technologies and services
- Ability to trouble-shoot/understand DB/Network connectivity logs
- Familiarity with SSL and understanding of corporate level security and authentication methods
- Understanding of APIs and SDKs
- Familiarity with ITIL framework
Benefits
- Your recruiter will advise you on the full benefits package for your location
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingcloud technologiesAPISDKDB connectivityNetwork connectivitySSLITIL frameworkGitHubtechnical writing
Soft skills
communicationcollaborationproblem-solvingtrainingcustomer servicedocumentationanalytical thinkingclient onboardingteam leadershipinsight generation