Operations Support Mgr / IT Support Analyst

TELUS Agriculture & Consumer Goods; Sydney; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary with annual bonus

Wellbeing Days and Volunteer Days

Employee Assistance Program (EAP)

Job summary

The ideal candidate has a IT-related degree or equivalent experience, strong communication skills, and familiarity with Windows, Unix/Linux, XML concepts, and SQL basics. Recent graduates welcome to apply.

Qualifications

• Bachelor’s degree in IT or related discipline or equivalent practical experience.
• Proactive and enthusiastic about learning new technologies.
• Strong communication skills and customer-first mindset.
• Familiarity with Windows and Unix/Linux environments.
• Basic understanding of XML and SQL queries.

Responsibilities

• Be the first point of contact for customers via email, phone and other channels.
• Troubleshoot technical issues and resolve within service levels.
• Create, manage and track support tickets to ensure timely resolutions.
• Monitor applications and services and escalate complex issues.
• Collaborate with senior analysts to resolve issues across hosted environments.

Skills

Bachelor's Degree in IT

Proactive mindset

Strong communication

Customer-focused

Windows & Unix/Linux

XML concepts

SQL basics

Analytical thinking

Collaborative

Education

Bachelor's Degree in IT or related discipline

Tools

MySQL

XSLT/XPath

Job description

Operations Support Mgr / IT Support Analyst

Welcome to TELUS Agriculture & Consumer Goods, where innovation meets impact, and every day brings an opportunity to make a difference. Here, you'll find a team filled with vibrant, enthusiastic, and diverse individuals whose unique contributions not only set us apart but also drive us forward. Together, we are shaping the future with cutting-edge technology and a shared vision of creating meaningful change.

At TELUS Agriculture & Consumer Goods, we believe in the power of our people. Our high-performance culture is designed to be personally fulfilling, professionally challenging, and financially rewarding. We are more than just coworkers; we are innovators, passionate about making the world a better place. Join us, and let’s make remarkable human impacts together!

Our team and what we’ll accomplish together

We’re looking for a pro-active, customer-focused Level 1 Support Analyst (Operations Support Mgr) to join our support team. This is a great opportunity for someone with around 12 months’ experience, or a recent graduate with strong technical aptitude, who wants to grow their skills in a specialist environment and work alongside experienced Support Analysts.

In this role, you’ll provide frontline support to customers, troubleshoot technical issues, and help ensure our applications and services are monitored, maintained, and resolved within agreed timeframes. You’ll be part of a supportive team where learning, development, and internal progression are strongly encouraged.

This hybrid role offers remote working with in-office attendance on Thursdays for team collaboration, with additional office days as business needs arise.

What you’ll do:

• Be the first point of contact for customers, providing friendly, professional technical support via email, phone and other communication channels.
• Investigate, troubleshoot and resolve technical issues, developing your problem-solving skills along the way.
• Create, manage and track support tickets, ensuring timely resolution in line with agreed service levels.
• Monitor Proagrica applications and services, identifying potential issues and escalating more complex matters when required.
• Work closely with experienced Support Analysts to troubleshoot issues across hosted applications and customer environments.
• Build positive relationships with customers through clear communication and a solutions-focused approach.
• Support the implementation and rollout of new applications and customer services.
• Continuously expand your technical knowledge while contributing to a supportive, collaborative team environment.

What you bring:

• A Bachelor's Degree in IT, Computer Science or a related discipline, or equivalent practical experience.
• A proactive, curious mindset and genuine enthusiasm for learning new technologies.
• Strong communication skills and the confidence to engage with customers and colleagues.
• A customer-first approach and a genuine desire to help others.
• Familiarity with MS Windows and Unix/Linux environments.
• An understanding of XML concepts and basic knowledge of relational databases and SQL queries.
• Strong analytical thinking and a logical approach to troubleshooting and problem-solving.
• A collaborative attitude, adaptability and a willingness to ask questions and learn from others.

Great-to-have:

• Knowledge of XSLT/XPATH
• Previous experience in IT support
• Exposure to MySQL

Recent graduates and early-career candidates are encouraged to apply. We welcome candidates with internship, co-op, placement, or academic project experience.

• Competitive salary package with annual bonus
• 2 dedicated Wellbeing Days annually, plus Volunteer Days to give back through our charitable partnerships
• Employee Assistance Program (EAP) and access to leading health & wellbeing platforms
• Flexible work arrangements – work remotely with Thursdays in office and additional adhoc days when required
• Award-winning Amazing People Performance Development program to accelerate your growth
• Career mobility across local and global locations and businesses within our 100,000+ team member organization
• LinkedIn Learning account with unlimited access to thousands of professional courses
• Six employee-led Diversity & Inclusiveness resource groups with 7,000+ members
• Values-driven, collaborative, and inclusive team culture united by our purpose to drive remarkable health outcomes

At TELUS Agriculture and Consumer Goods, we pledge our commitment to actively promote diversity, equity, inclusion, reconciliation and accessibility. We celebrate and value your unique perspective and life experiences, and we invite you to join us in our journey of growth and learning. Together, we aspireto foster a global community where all individuals are respected, heard, and can authentically bring their whole selves to work. A significant and sustained effort will be made to support candidates from equity-deserving groups and with lived experience of marginalization and oppression (including Black, Indigenous and People of Colour, LGBTQIA2S+ and persons with disabilities) to apply.