Senior Software Support Analyst

TL;DR

Senior Software Support Analyst (Software Support): Leading the resolution of major incidents and coordinating cross-functional response teams for government and regulated industry solutions with an accent on root cause investigation and service excellence. Focus on resolving complex technical challenges, mentoring support analysts, and improving system reliability under pressure.

Location: Hybrid in Perth (3 days in the office)

Company

hirify.global builds software solutions that help government and regulated industries work smarter and stay compliant.

What you will do

• Lead the resolution of major incidents and act as Incident Owner for critical customer issues.
• Coordinate cross-functional response teams and manage stakeholder communication.
• Drive prioritization, escalation, and perform Major Incident Reviews to improve services.
• Mentor and coach analysts while championing support best practices.
• Analyze service trends and risks to proactively improve overall performance.
• Collaborate with Engineering to investigate and resolve complex technical issues.

Requirements

• Advanced Windows administration including Active Directory, event logs, and file systems.
• Strong networking knowledge (TCP/IP, DNS, DHCP, VPNs, firewalls) and performance diagnostics.
• Proficiency in PowerShell scripting, automation, and SQL troubleshooting.
• Experience with web applications, SaaS platforms, and web server technologies.
• Strong ITIL knowledge across Incident, Major Incident, and Problem Management.
• Must be based in Perth to support the hybrid work model (3 days in office).

Culture & Benefits

• Hybrid working model to support work-life balance.
• Ongoing professional development and access to extensive technical training.
• Collaborative and innovative workplace culture.
• Employee Assistance Program (EAP).
• Regular social events and team celebrations.