At Rauland, we are transforming healthcare with leading digital health solutions that truly make a difference. Our Concentric Care platform, fuelled by locally developed technology, supports our 400+ customers in tackling critical health challenges every day. Built from the ground up and with 30+ years in the game, we've grown to a team of more than 215 passionate people across six locations in Australia and New Zealand. We are driven by curiosity and committed to advancing outcomes for everyone in healthcare.
As we continue to expand, envision being part of a company that's ready to seize new opportunities, innovate and make an impact. By joining us at Rauland, you'll be a part of our exciting journey of innovation and growth and experience a rewarding and fulfilling place to build your career.
The role:
Following the sustainable growth of our customer base and associated ICT Services, we are investing in a newly created, additional ICT Support Analyst position, to join our Managed Services team based in North Melbourne, Victoria. If you meet the requirements detailed below, are motivated by identifying and resolving complex issues and pride yourself on your customer centric approach, we would love to hear from you!
Reporting to our Managed Services & Support Manager, the ICT Support Analyst will primarily be responsible for providing remote support to our customers across Australia and New Zealand, maintaining system performance, implementing updates and coordinating with other IT professionals to address complex issues. By delivering timely and effective support, the role also plays a pivotal role in minimising downtime, enhancing client satisfaction, and ensuring the overall efficiency of Rauland solutions.
How would you contribute to our success?
Building and maintaining strong relationships with key customers, end users, and third-party vendors, and providing clear communication and tailored solutions.Effectively collaborating with Field Technicians, Coordinators, and the Technical Team to manage and resolve Level 1 incidents.Proactively addressing ICT issues using industry-standard strategies to minimise impacts and ensure service targets are met.Performing scheduled ICT maintenance, including security updates, OS patching, and disaster recovery, aligned with SLAs.Taking ownership of service outcomes and providing clear, understandable technical advice to customers.Continuously developing skills in troubleshooting, incident resolution, and Rauland product implementation and integration.Participating in documenting service tasks, coordinating resources, and contributing to team knowledge-sharing initiatives.What will make your application stand out?
Professionalism and customer centric manner in verbal and written communication.Ability to quickly pick up on new concepts.Determination to identify and resolve complex issues and their root causes.Tertiary or vendor qualification in an ICT related field.Proven experience with Level 1 remote ICT support.General knowledge in network infrastructure, and navigation/interrogation of IP networks and infrastructure applications.General knowledge in Windows and Linux operating systems.Knowledge of IT Service Management concepts.What can you expect in return?
In addition to having the opportunity to do truly meaningful work within an organisation committed to growing you, you can expect to be part of a supportive and inclusive working environment where you'll be challenged, feel valued and trusted, and have access to enhanced leave entitlements including but not limited to, personally and professionally developing yourself, and for family moments that truly matter.
Interested?
If you have the experience we are looking for and wish to join a company where you can have pride and passion in what you do, please APPLY NOW and submit your application form below!
Inclusion and diversity at Rauland:
Here at Rauland, we are committed to providing an inclusive workforce and to continuously challenging ourselves on how we can improve this offering. If you are excited and passionate about this opportunity but would like us to consider how we could amend our role requirements or workplace practices to better include you, and/or ensure you are set up for success, we would still love to hear from you!
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