Support Engineer managing Windows infrastructures for leading IT service provider. Responsibilities include administration, patch management, and implementing workplace solutions.
About the role
- Level 2 Support Analyst troubleshooting advanced application issues for Civica, a GovTech software provider focused on public services. Collaborating with teams to enhance and resolve customer support cases.
Responsibilities
- **You will:**
- Diagnose, troubleshoot and resolve advanced application issues
- Apply configuration updates, data fixes or workarounds within agreed SLAs
- Collaborate with Level 3 Support, Product and Engineering to progress defects and enhancements
- Maintain accurate case notes and provide clear, professional updates to customers
- Participate in incident, problem and change management processes
- Contribute to knowledge base articles and support documentation
- Provide guidance and mentoring to Level 1 Analysts
- Act as a technical SME during customer meetings or escalations
- This role is ideal for someone who thrives on problem-solving and enjoys supporting customers in a technical, fast-paced environment.
Requirements
- **What you will need to be successful in this role**
- Experience in an application support role**, **ideally in Level 2
- Experience supporting education applications is highly desirable — but we’re also open to candidates from other application support environments
- Strong analytical and troubleshooting skills
- Experience working with SaaS or cloud-based applications
- Familiarity with ITIL processes (Incident, Problem, Change)
- Ability to interpret system logs and troubleshoot configuration or data issues
- Basic SQL skills for querying and reviewing data
- Excellent written and verbal communication skills
- A proactive and collaborative approach to working with technical teams and customers
Benefits
- **Why you'll love working with us.**
- We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
- **We're all different - **and we love this about us.
- **We provide an inclusive, safe, and welcoming environment to all Civicans **- there are heaps of opportunities to enable you to grow and be your best.
- **Giving culture - **we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
- **Flexible Work -** we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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