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Infrastructure Support Analyst

TicToc - Adelaide, SA

Source: uWorkin

Source: uWorkin


Flexible working hours to suit your lifestyle, office based in Adelaide CBD
We offer 1:1 Training, Learning Programs and Mentoring to help you succeed
Work at a world-leading FinTech company at the leading edge of technology

About Tic:Toc
Faster. Smarter. Simpler.

Tic:Toc is a world-leading fintech company based in Adelaide. We use technology and Explainable Artificial Intelligence (XAI) to reimagine financial services processes and create superior experiences for our customers. And we’re growing fast.

You will find an environment waiting for you that is creative, friendly and a lot of fun. We are passionate about what we do, and it shows. Tic:Toc expects and supports you to challenge traditional thinking and take risks. We are straight-talking and our team is full of bold, brave and energised talent.

The position
This infrastructure support role reports directly to our Infrastructure Manager in a small but fast-growing team. If the below describes you then you could be exactly who we’re looking for:

You love helping people and get a kick out of fixing problems.
You relish the opportunity to be part of an IT team that adds real value to the business, helping to further shape how IT Infrastructure supports the business, our stakeholders and close partners
You’ll enjoy working in a software company utilising new technology processes and tools.
You want more than just a service desk role with project work in a rapidly growing Fintech.
You’re a self-starter, having strong technical knowledge you keep yourself up to date with the latest technology advancements and trends.
You can translate geek speak into understandable terms for our customers, partners, and stakeholders.
You are the type of person who takes pride in going the extra mile to provide first class customer service.
Infrastructure support works closely with members of the IT team, working with the systems and software engineers to support our platform. This role will maintain the support function within the IT infrastructure team and assist with continuous improvement as we scale. This role could be a real stepping-stone into further opportunities across the IT Team.

Key responsibilities of this role:
Providing Level 1 and 2 technical support and resolution of IT related requests and incidents and escalating to system engineers and / or software engineers when required.
Providing support to both internal and external clients and stakeholders.
Providing and maintaining desktop hardware and software.
Working in the Tic:Toc preventative maintenance programs.
Maintaining and creating required documentation and knowledgebase articles to assist our people and stakeholders to self-serve and improve internal process.
Work with our vendors and stakeholders to maintain our platform.
Support and monitor our environment to ensure it’s available and reliable.
Participate in the On-Call Roster and shift based cover for the Service Desk.
The successful candidate

Essential requirements:
Experience performing in a service desk environment, maintaining users and desktop equipment for medium size businesses with both external and internal customers.
Highly developed communication, consultative and customer service skills i.e. translate Geek speak, understand customer impact, strong collaboration with our people.
Can-do attitude and ability to think outside the square and contribute to our systems and processes to help us work smarter and quicker

A strong understanding of:
Computer IP network and Infrastructure concepts including LAN, Group Policy, AD, DNS, DHCP.
Microsoft and Apple desktop SEO.
User and computer management via Active Directory.
Office 365 suite of Applications.
Group Policy Management.
Use of ticket management systems.
System support frameworks (ITIL) within the IT function of the business.
Support of SaaS products and knowledge of public cloud infrastructure.
Our landscape is broad and includes many technologies, so further knowledge of the following would be advantageous but not essential:

System scripting to accelerate and automate the delivery of IT services to the business.
Knowledge of software development process, for example Agile or similar processes.
Awareness and knowledge of Server Infrastructure both physical/virtual and Public/Private Cloud Infrastructure.
What's in it for you?

We offer competitive remuneration that aligns with market rate.
We also have two generous employee share plans. The first where every employee can become a shareholder and the second plan links success of employee contribution to the achievement of Tic:Toc’s strategic goals.
We offer flexible working hours and arrangements to balance your work and lifestyle, including working from home options.
We also offer 1:1 Training, Learning Programs and Mentoring to help you succeed.
Whilst all of our job opportunities have a specific criteria, if the above describes who you are but you don’t tick all of our boxes, we still encourage you to apply. If you have any questions, you can get in touch with Phil Williams our Talent Acquisition Specialist at philwilliams@tictochomeloans.com or 0451859587.

Please note: The successful candidate will be required to undergo employment screening checks in accordance with best practice in financial services.