About Zynet

Zynet is a Melbourne-based Managed Services Provider with more than 20 years of experience delivering reliable, secure and innovative IT solutions to organisations across a range of industries.

With a strong focus on managed IT services, supported by our cybersecurity expertise, we combine technical capability, mature processes and a genuine commitment to delivering reliable, proactive and responsive support for our clients.

We’re continuing to invest in our people, technology and services as we grow and we’re looking for talented people to grow with us.

About the Role

We’re looking for a capable and motivated Level 1 Systems Analyst to join our growing technical team.

This role is suited to an IT professional with experience in technical support or systems administration who is ready to move beyond frontline Helpdesk support and take greater ownership of technical issues.

As a Level 1 Systems Analyst, you’ll investigate, diagnose and resolve technical issues across a broad range of desktop, cloud, networking, server, security and backup technologies. You’ll act as an escalation point for Helpdesk Analysts, take ownership of tickets requiring further investigation, and work closely with Level 2 and Level 3 technical specialists when more complex issues arise.

Depending on your experience and capability, you may also become the Primary Technician for selected smaller Zynet clients. In this capacity, you’ll develop a strong understanding of the client’s business and technology environment, build trusted relationships with key contacts, and provide appropriate technical advice and recommendations.

You’ll work alongside an experienced technical team in an environment that values Diligence, Visionary thinking, Authenticity and Composure.

What You’ll Do 

• Investigate, diagnose and resolve technical incidents and service requests
• Act as an escalation point for Helpdesk Analysts and provide technical guidance
• Take ownership of tickets through to resolution or appropriate escalation
• Provide technical support across Windows, Microsoft 365, Windows Server, networking, backup, security, hardware and macOS
• Monitor tickets and help ensure client SLAs are consistently met
• Maintain accurate technical documentation, ticket notes and customer information
• Assist with client onboarding, technical projects, system audits and implementation activities
• Provide technical input into customer recommendations and quotation preparation
• Develop strong knowledge of assigned customer environments and, where applicable, act as a Primary Technician
• Build professional customer relationships and provide appropriate technical advice
• Contribute to knowledge sharing, process improvements and ongoing service development
• Participate in ongoing technical training and professional development

What You’ll Bring

• Experience in an IT support or systems administration environment
• Strong customer service, communication and organisational skills
• Strong troubleshooting and problem-solving capability
• Good working knowledge of Windows desktop environments and Microsoft 365
• Understanding of Active Directory, Windows networking services and basic networking concepts
• Understanding of PC hardware and troubleshooting
• Strong attention to detail in technical documentation and ticket management
• Ability to manage competing priorities, take ownership and recognise when escalation is required
• A proactive, solution-focused and professional approach
• Ability to remain composed when dealing with challenging technical or customer situations
• A willingness to continually develop your technical skills
• A strong team orientation and willingness to support colleagues

Desirable Skills & Experience

The following would be advantageous:

• Experience working within a Managed Service Provider environment
• Experience with Ticketing Systems and Remote Monitoring and Management platforms
• Microsoft certifications
• Sophos certification or experience
• ITIL knowledge or certification
• Experience with backup platforms
• Experience administering Microsoft 365
• Experience with Windows Server
• Experience with networking and wireless technologies
• Experience acting as a technical contact for customers
• Experience participating in client reviews or technical consulting
• Exposure to cybersecurity technologies and security incident handling
• Experience with mobile device management solutions
•