IT Support Analyst – Complex Tech, Onsite Sydney

658814; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

On-call rotation

Flexible scheduling

Health coverage

ESPP

Retirement plan

Wellness budget

Tuition reimbursement

Family-forming benefits

Annual leave

Job summary

Anaplan is seeking a hands-on Technical Support Analyst to provide 1st and 2nd line IT support for employees and vendors at our Sydney site. You will troubleshoot hardware, software, SaaS applications, and onboarding/offboarding processes, delivering timely support across devices and services.

Working with Engineering, Product, Operations and Customer Success, you will resolve complex issues, document investigations, and share knowledge.

Qualifications

• Hands-on IT support experience across hardware, software and SaaS applications.
• Strong communication skills and customer-focused mindset.
• Ability to document issues and resolutions clearly for internal teams.

Responsibilities

• Provide 1st and 2nd level IT support for incidents and requests via phone, email, remote, and in-person interactions.
• Troubleshoot hardware, software, SaaS apps, devices, and access-related issues within SLAs.
• Log, prioritise, manage and track incidents to resolution; communicate progress to users.
• Support audiovisual and meeting room tech (Teams Rooms, displays, cameras, audio).
• Manage user onboarding/offboarding including account provisioning and equipment setup.
• Coordinate with internal IT and external vendors to investigate and resolve issues.
• Document incidents and resolutions; contribute to knowledge base.
• Support hardware/software deployments aligned with business requirements.
• Monitor recurring issues and contribute to service improvements.
• Mentor junior Service Desk staff and promote a customer-focused environment.
• Follow IT policies and quality standards for reliable service delivery.

Skills

Technical support

English proficiency

Analytical mindset

Communication skills

Team collaboration

Education

Degree in Mathematics, Physics, Electronic Engineering, Computer Science, or related technical field

Tools

Grafana

Remote support tools

Job description

Anaplan is seeking a hands-on Technical Support Analyst to provide 1st and 2nd line IT support for employees and vendors at our Sydney site. You will troubleshoot hardware, software, SaaS applications, and onboarding/offboarding processes, delivering timely support across devices and services.

Working with Engineering, Product, Operations and Customer Success, you will resolve complex issues, document investigations, and share knowledge.