IT Support Analyst at Willow

Operations, Full-Time, Sydney sydney remote support analytics full-time
Posted 29 days ago

Founded in 2017, Willow is a global technology start-up. The WillowTwin™ is a disruptive IoT/Data SaaS that unlocks the true potential of smart buildings and infrastructure. We are writing a new chapter in human history, with unprecedented resource optimisation and management empowered by data. 
For the second year in a row (2020 & 2021), Willow has been ranked in Linked In's Australian "Top 25 Start-ups". You will be joining a team of performance-driven individuals, backed by the most advanced technology the built world has ever seen. We are chartering a new course, Digital First, the Willow Way. Our 'Willow World' is fast-paced, nurturing and collaborative.

Summary of Role:
You will become part of a fun IT team with a sense of purpose. Our purpose is simple, to provide world-class IT support and solutions to underpin Willow’s fast pace and growth. As our business continues to grow and this role will not be a stagnant one. You thrive on change and improvement, utilising your experience to guide others, and are clear that your role is about providing results.

Key Role and Responsibilities:

  • Manage IT support requests both in person and via remote support tools
  • Troubleshoot and investigate technical hardware and software issues
  • Onboarding and Offboarding staff
  • IT Asset Management and tracking
  • Escalate issues to 2nd and 3rd level support where issues can’t be resolved
  • Identify and effectively prioritise situations requiring urgent attention
  • Identify, track and route Problems tickets
  • Utilise our ITSM Tool to record, track, and update stakeholders on progress of requests
  • Create and update knowledge base articles within the ITSM Toolset
  • Stay current with IT industry technologies and changes
  • Skills Required:

  • Good problem-solving skills
  • Experience in troubleshooting issues relating to Desktops\Laptops, Microsoft Office Suite, Network and Azure Active Directory, Office 365 and Microsoft Intune
  • Working towards or obtained ITIL foundations and Azure AZ104 (Microsoft Azure Administrator) certifications
  • Understanding of wired, wireless networks and TCP/IP
  • Ability to build and maintain good relationships with both internal staff and external vendors
  • Motivated individual and keen to share knowledge across the team
  • Ability to manage competing priorities
  • Strong customer service mentality with a 'Can do' attitude
  • Excellent written and verbal communication skills
  • #LI-Remote

    Willow is proudly diverse. We work to create an equitable and inclusive experience for candidates and employees, where people from different backgrounds have an opportunity to succeed. Join us in our mission to digitise the built world!

    If you are eager to work in a fast-paced, high growth tech start-up based on collaboration and open communication, then Willow could be the place for you. We at Willow never give up, we work smart, we care about our fellow human beings, and we always put our best foot forward.

    To find out more, visit the website: