Support Analyst Lv1

Applied Medical; City of Brisbane; On-site; AUD 60,000 - 80,000; Full time

Job summary

Applied Medical is seeking a motivated Support Analyst Level 1 to join the IT Team on a full-time basis in Australia. You will deliver high-level IT support for users, manage service desk tickets, and assist with asset management in the APAC region.

A Bachelor’s degree in IT or related field and ITIL certification are expected, with 1–2 years’ MSP experience. The role requires knowledge of Microsoft 365, Active Directory, Exchange, and networking basics, with a commitment to safety, QS

Qualifications

• Bachelor’s degree in information technology, business (IT) or allied subject.
• ITIL V3/V4 Foundation.
• 1–2 years’ experience in a similar Support Analyst or MSP role.
• Experience or knowledge of Microsoft 365, ITIL framework, ServiceNow, Asset Management, Active Directory and Exchange.
• Understanding of networking concepts (TCP/IP, VPN) and ability to troubleshoot.

Responsibilities

• Provide high level IT support for Applied Medical users and business units.
• Monitor service calls and tickets to ensure incidents and requests are resolved in a timely manner according to SLA’s.
• Support asset management and servicing.
• Understand and follow Applied Medical's Quality Systems (QS) per training.
• Read, write, speak, and comprehend English.
• Understand and comply with safety rules and company policies.
• Perform other duties and responsibilities as required.

Skills

ITIL framework knowledge

Troubleshooting

English communication

Networking basics

Education

Bachelor's degree in information technology or allied subject

Tools

ServiceNow

Microsoft 365

Active Directory

Exchange

Asset Management

Job description

A new opportunity exists for an enthusiastic and driven Support Analyst Level 1to join our IT Team on a full-time permanent capacity.

About Applied Medical:

Applied Medical is a new generation medical device company with a proven business model and commitment to innovation that has fueled our rapid growth and expansion worldwide.

What connects us all is our mission to improve the affordability and accessibility of high-quality healthcare by delivering innovative technologies that enhance clinical care.

Be part of our growing Australian & New Zealand arm of our global organisation that makes decisions locally for what is right for patients, customers, our community, and the environment.

About the Role:

As a Support Analyst, you will be responsible for technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The role is to support internal and external users in the Asia Pacific Region and will at times require coordination and assistance in additional tasks and projects for the region.

Your responsibilities will include:

Provide high level IT support for Applied Medical users and business units

Monitor service calls and tickets to ensure incidents and requests are resolved in a timely manner according to SLA’s

Support asset management and servicing

Understand and follow Applied Medical's Quality Systems (QS) per training

Read, write, speak, and comprehend English

Understand and comply with safety rules and company policies.

Perform other duties and responsibilities as required

Why Applied Medical?

Work for a market leader who is proud to have a significant and sustainable impact on healthcare

A diverse work environment with an industry-leading culture of learning, development, and inclusion

Your wellness is important to us; Employee Assistance Program is available to all team members and their families

Permanent and secure role

Brand new office located in Geebung QLD with parking onsite and close to public transport

Professional office environment with supportive, welcoming management and team members

About You:

Bachelor’s degree in information technology, Business (majoring in IT) or alike subject

ITIL V3/V4 Foundation

1-2 years’ experience in a similar Support Analyst or MSP role

Experience or relevant knowledge of:

o Microsoft 365 suite

o Demonstratable knowledge of ITIL Framework

o Experience working with an IT ticketing platform (Service Now preferred)

o Asset Management

o Maintaining Active Directory User and Computer objects

o Exchange Mailbox management and cloud service as found in the M365 suite

o Understanding of networking concepts (TCP/IP, VPN/Tunnelling, DNS, VLANS) and the ability to troubleshoot