Global Support Services Analyst

Location: Remote, Australia; must be a current resident of Australia and authorised to work in Australia for any employer

Company

hirify.global provides technology-enabled services and proprietary software solutions for complex global legal matters.

What you will do

• Provide first- and second-level technical support for proprietary and third-party software to internal and external clients.
• Handle phone and email inquiries and record detailed incidents and service requests in the ticketing system.
• Diagnose software and hardware issues, recommend application solutions, and resolve or escalate incidents.
• Communicate issue details, reproduction steps, resolution status, and expectations to clients and internal teams.
• Create and maintain support tools, product documentation, and incident-management records.

Requirements

• At least two years of customer-facing technology support experience by phone and electronically.
• First-line support experience with Azure or AWS.
• Technical experience with Microsoft 365, Microsoft Entra, MFA, virtual desktops, Windows, and internet technologies.
• Technical college graduation in computer science, information technology, or a related area, or equivalent experience.
• Ability to diagnose problems, follow detailed procedures, document solutions, and work independently or collaboratively.
• Must be authorised to work in Australia for any employer and be a current resident of Australia. Early morning, evening, or weekend hours may occasionally be required.

Culture & Benefits

• Values-driven environment focused on integrity, service, collaboration, and operational excellence.
• Enterprise-wide learning and internal mobility opportunities.
• Flexible work environment with emphasis on work-life balance.
• Compensation is determined by location-based market rates, qualifications, screening and interview performance, and pay parity.
• Benefits package details are provided during the initial screening process.