Remote System Support Analyst — Night Shift

Intelerad Oceania; Raleigh; Remote; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Remote work

Job summary

Intelerad Oceania is seeking a Systems Support Analyst to act as the primary technical resource for InteleShare customers. This remote night shift role emphasizes real-time support via phone and portal, ensuring software is properly configured and operating at all times.

You will diagnose complex issues in Windows, SQL Server and related technologies, document incidents in ServiceNow, and deploy software configurations to meet customer requirements while maintaining high service levels.

Qualifications

• 2+ years of experience in Windows administration and technical customer support.
• Excellent knowledge of Microsoft Windows operating systems for both servers and workstations.
• Demonstrated customer service excellence with strong client-facing skills.
• Excellent verbal and written communication skills in English or equivalent.
• Strong problem-solving and analytical abilities with high attention to detail.
• Proven ability to work effectively under pressure in a client-facing environment.
• Ability to work remotely using secure connections, phone, and remote desktop-sharing tools.

Responsibilities

• Provide responsive technical support by addressing customer problems via phone and portal, actively monitoring client sites, and resolving cases in a timely manner while managing and exceeding customer expectations through excellent service delivery.
• Diagnose and resolve complex technical issues by analyzing root causes and troubleshooting challenging problems relating to software applications, Windows operating systems, SQL Server databases, and related technologies to restore system functionality and minimize downtime.
• Maintain comprehensive documentation by logging all incidents and problems within ServiceNow ticketing system, ensuring accurate records that support knowledge sharing and continuous improvement of support operations.
• Configure and deploy software solutions by installing and configuring InteleShare software to assist in customer deployments, editing configuration files, and ensuring systems meet customer operational requirements.
• Ensure service level compliance by prioritizing work based on service level agreements (SLAs), escalating incidents beyond current skill set to appropriate teams, and consistently meeting or exceeding Support specifications.
• Contribute to knowledge management by participating in knowledge sharing activities, publishing Knowledge Base articles, and supporting ad hoc projects to improve InteleShare support operations.
• The hours for this role are Monday-Friday first shift (starting workday around 8am AEDT).

Skills

Windows administration

Customer service

English communication

Problem solving

Remote work

Documentation

Tools

SQL Server

ServiceNow

Remote Desktop

Windows Server

Mac OS

Job description

Intelerad Oceania is seeking a Systems Support Analyst to act as the primary technical resource for InteleShare customers. This remote night shift role emphasizes real-time support via phone and portal, ensuring software is properly configured and operating at all times.

You will diagnose complex issues in Windows, SQL Server and related technologies, document incidents in ServiceNow, and deploy software configurations to meet customer requirements while maintaining high service levels.