Hybrid Escalations Analyst: ITSM & Live Troubleshooting
LEAP Legal Software, Inc.
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Benefits offered by this job
Job summary
LEAP Legal Software, Inc. in Sydney seeks a skilled IT support professional to join LEAP Dev and provide third-level support for local regions. You will work closely with second-level teams, escalate accurately, and help drive high-quality incident resolution.
You will own incidents end-to-end, troubleshoot live client environments, coordinate with third-party providers, and assist in testing during releases, all within a collaborative, growth-oriented software house.
Qualifications
- Proven technical troubleshooting in IT support roles.
- Experience in ITSM environments with incident escalation.
- Familiarity with Intune and modern management tools.
- Solid understanding of LEAP/JIRA/Salesforce is a plus.
Responsibilities
- Troubleshoot live client environments, identifying issues promptly.
- Collect complete facts of incidents prior to escalation.
- Prioritise incidents according to severity and scope.
- Communicate with 3rd party software providers to resolve issues.
- Assist in testing core components during releases.
- Provide advanced troubleshooting guidance to regional teams.
- Ensure regular updates to client-facing teams on incidents.
- Communicate priority changes back to LEAP Dev teams.
- Identify helpdesk trends to aid escalation analysis.
Skills
Tools
Job description
LEAP Legal Software, Inc. in Sydney seeks a skilled IT support professional to join LEAP Dev and provide third-level support for local regions. You will work closely with second-level teams, escalate accurately, and help drive high-quality incident resolution.
You will own incidents end-to-end, troubleshoot live client environments, coordinate with third-party providers, and assist in testing during releases, all within a collaborative, growth-oriented software house.
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