About the company:

We are an Australian-owned, ASX-listed tech company and the largest online tradie marketplace in Australia. Inspired and driven by our purpose of transforming the trade industry, building better lives for everyone, with over 300 team members across Australia, New Zealand, Philippines and Vietnam.

We have been recognised as a Great Place to Work in Australia and endorsed by Work180 for our commitment to advancing women’s careers. We offer meaningful, impactful work collaborating and innovating with the best and brightest in a transparent, supportive and fast-paced work environment.

About the role:

This role provides support across all hipages’ internal operational systems, and infrastructure (non- product-related). Plus, you’ll play a key role in driving our corporate security initiatives, ensuring we’re always a step ahead.

Why join our IT Operations team?

• Competitive salary, benefits and perks, plus equity via our Employee Share Program
• Work from home 2 days per week with our hybrid working model
• Cross-functional collaboration with autonomous work driven by your innovation
• Leverage hands-on learning, coaching opportunities and workshops for continuous upskilling
• Inhouse Talent Development team to support your personal career growth and plan for your promotion!

How you will add value:

• Support the internal PureCloud (Genesys Phone System) Core and understanding of call centre systems.
• Salesforce Administration/Sales Transformation Support.
• Cross-functional/interfacing platforms across hipages.
• Level 3 support to our staff across multiple sites in accordance with service standards. Support channels include Slack, email, remote access, in-person and the hipages support ticketing system.
• Log, prioritise, and track support requests in a ticketing system, ensuring timely resolution and escalation of issues when needed.
• Assist with IT operations tasks, including system upgrades, patch management, and software installations.
• Engage with third-party vendors for IT and security support issues.
• Maintain relationships with a range of key stakeholders, including local and remote users, and senior management.
• Maintain user access controls, and ensure appropriate levels of permissions are granted and maintained.
• Establish and maintain users on hipages’ IdP’s and all SAML/SSO integrations.
• Provide feedback to key stakeholders on implementation processes where required.
• Maintain inventory (mobile numbers).
• AWS support (public cloud).
• Build and maintain: 
• custom integrations between systems where required.
• reporting for primary applications (where applicable).
• integrations and automation for user onboarding/offboarding.

Previous Experience/Technical Skills:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Experience in IT operations and supporting SME sized organisations.
• Strong knowledge of IT systems, and networking practices including cabling, IP addressing and troubleshooting.
• Excellent knowledge of Google Workspace applications.
• Proactive, reliable and organised individual with an end user-focused approach.
• An understanding of IT security principles, including user access management. Knowledge of log analysis would be a plus.
• Excellent analytical and problem-solving skills, with the ability to quickly identify and resolve operational issues.
• Strong communication skills, both written and verbal, with the ability to effectively convey technical concepts to non-technical stakeholders.

Ideal Experience:

• Knowledge of Phone/Messaging systems and VoIP. Genesys/Purecloud is very highly regarded.
• Experience with google admin console and workspace 
• Experience with implementing automation or other process improvements across IT systems and technology. 
• Sound knowledge of scripting languages. (Python)
• Experience with root cause analysis as part of the incident postmortem process.
• Knowledge of SaaS platforms and their security implications is desirable.

Take a look inside our home:

Offering an inspirational ‘home away from home’, our commitment to being a Great Place to Work means you will feel comfortable being your authentic self and get to do your best work everyday. Our medium company size means you get the best technology and tools to work with AND get to directly contribute to our product, service and/or customers. Our investment into continuous career development for everyone and a coach-style of leadership means a huge 85% of our team report they consider their direct leader ‘a great leader’!

Sounds good? Wait, there’s more! We also provide:

• A close-knit, diverse, respectful, collaborative teams that love to solve problems and jump on new opportunities;
• Agile, cross-functional teams who value teamwork - from Hackathon to team off-sites, to product roadshows, you get to experience it all;
• Competitive salary and benefits (including additional paid leave for birthdays, volunteering, service anniversaries and parental leave), plus our Employee Share Ownership Program means we’re all owners of hipages;
• Daily continental breakfast, fresh fruit and healthy snacks;
• Inspiring home-away-from-home office and location - based in the heart of Sydney CBD, only a few steps from Town Hall and Gadigal Stations, with multiple indoor and outdoor collaboration and social areas;
• High-touch personalised investment in your continuous career development;
• Social connection focus: Friday socials, company events and regular and fun teaming activities -we work hard but play hard too!

We prioritise Diversity:

Innovation & Collaboration are two important core values at hipages which both cannot be achieved successfully without a diverse and inclusive team. We don't expect you to be an expert in all areas and we are more interested in learning about you as a person, a team member and/or a leader. We have been endorsed by Work180 for our commitment to advancing women’s careers and are proud of our diversity of cultures, age span and sexual orientation/identification. 

Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other minority groups tend to only apply when they check every box. So if you don't tick every single box above, but you think you would be a great fit for the role and the hipages team, we encourage you to apply, we would LOVE to hear from you! 

We are a Circle Back Initiative Employer – we commit to respond to every applicant.

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