Support Analyst at Kordia

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

06 Aug, 26

Salary

0.0

Posted On

08 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Incident Triage, Linux, Windows Systems, Bash Scripting, Incident Management, ServiceNow, Jira, DNS, IP Connectivity, Root Cause Analysis, System Monitoring, Platform Maintenance, Documentation, Communication, Coordination

Industry

Telecommunications

Description

For more than 65 years, we’ve been keeping New Zealanders and their businesses safe, connected and ready for the future. We operate across New Zealand, Australia and the Pacific, delivering mission-critical technology spanning cloud, cyber security, broadcasting, maritime communications and critical communications infrastructure. Backed by a team of 450+ experts, we’re trusted by some of New Zealand’s largest organisations to protect what matters most. Ko tā mātou mahi - About the role This role is central to keeping our operational platforms stable, visible, and responsive. As a Support Analyst, you’ll be the first point of assessment for incidents and service requests across Kordia’s Operational Support Systems and platform environments. Your ability to triage effectively, diagnose issues, and route them to the right teams will directly influence how quickly services are restored and how smoothly operations run. You’ll work across a broad set of systems, from monitoring and infrastructure through to integrations and supporting services. This is a hands-on role where you’ll build a deep understanding of how platforms and networks interact, while contributing to better incident handling, improved monitoring, and more efficient support processes over time. Ko tō mahi – What you will do Reporting to the Platform Manager, you will provide first-level technical support and triage across OSS and platform environments. You’ll work closely with OSS, Security, and Platform teams to investigate issues, support incident resolution, and maintain system health across critical operational systems. What you’ll be responsible for: * Acting as the first point of assessment for incidents, service requests, and platform issues * Monitoring system health, alarms, and data flows to maintain platform stability * Diagnosing and resolving issues across applications, integrations, and infrastructure * Routing and escalating incidents effectively to the right teams, with clear documentation * Supporting incident and problem management, including root cause analysis and follow-up actions * Performing routine platform maintenance, checks, and system updates * Supporting system upgrades, patching, and configuration changes * Contributing to improved monitoring, alerting, and observability * Identifying opportunities to streamline support through automation and better processes * Maintaining clear documentation, runbooks, and knowledge articles * Participating in an on-call roster to support critical incidents outside standard hours Nā tōu rourou - What you will bring Our ideal candidate will demonstrate: * Experience in technical or platform support within a technology or operational environment (around2+ years) * Strong triage skills, with the ability to assess issues and determine the right ownership path * Practical experience supporting infrastructure such as Linux or Windows systems, monitoring tools, or platform services * Basic scripting capability (e.g.Bash) and comfort working with logs and troubleshooting tools * Understanding of incident management, escalation, and service support workflows * Familiarity with ticketing systems such as ServiceNow or Jira * Foundational knowledge of networking concepts such as DNS, IP connectivity, and service dependencies * Strong communication and coordination skills across technical teams * Ability to manage competing priorities and respond effectively in operational environments * A proactive approach to learning and improving systems and processes Nōu te rourou – Why join us? This is an opportunity to build depth across a complex, real-world technology environment. You’ll gain exposure to OSS platforms, infrastructure, monitoring systems, and integrations that underpin critical network services, developing a strong foundation for growth across engineering or platform specialisations. You’ll be part of a team that values clear ownership, strong communication, and continuous improvement. Your work will directly influence how incidents are handled, how systems are supported, and how operational processes evolve. Over time, you’ll have the opportunity to deepen your technical capability, contribute to automation initiatives, and take on more complex system challenges. We also offer: * A competitive salary and matched employer superannuation contribution up to 5% * Learning and development budgets to deepen your technical expertise * Internal career pathways across a broad technology environment * Hybrid and flexible working * Enhanced parental leave entitlements * Life insurance and wellbeing support * Access to retail discounts and benefits * Group discounted medical insurance

Responsibilities

The Support Analyst serves as the first point of assessment for incidents and service requests across operational support systems and platform environments. Responsibilities include monitoring system health, diagnosing technical issues, and routing incidents to the appropriate teams for resolution.