Senior Support Analyst - Centrered IT

Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.   

We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in 100+ companies across the US, UK, Australia, New Zealand, and Canada. Our companies employ over 3,000 team members, each led by their own management team, and provide world-class support to over 12,000 clients. 

About The Position

One of our operating companies, Centrered IT, is looking for a Senior Support Analyst to join their team in Canberra.

As a senior member of the Team, you will be the primary point of contact for service escalation. You will support analysts and therefore clients to make the most of their IT environment under contractual or other arrangements. You can easily and seamlessly recognise the impact of identifying root cause analyse and on-the-spot fixes.

Responsibilities:

• Provide technical leadership and mentorship to Support Analysts, including pod leadership where required.
• Design, implement, and enhance secure ICT network and server architectures aligned to customer requirements and budgets.
• Lead and support a security-first approach, including cyber security initiatives and best practices.
• Deliver 3rd-level escalation support for managed client environments and complex incidents.
• Maintain and manage core infrastructure, including servers, Microsoft 365, backup solutions, patching, upgrades, and capacity planning.
• Install, configure, and support network and infrastructure equipment (firewalls, routers, switches, cabling, and related technologies).
• Perform problem analysis and root cause investigations, leading Incident, Problem, and Change Management processes.
• Build and maintain strong client relationships through responsive, professional support (remote, onsite, and on-call as required).
• Drive continuous improvement through technology adoption, accurate documentation, and collaborative work practices across teams.

Skills required

• 4+ years’ experience in general IT support within a Managed Services Provider (MSP) environment (desirable).
• Certificate III in Information Technology (or equivalent experience)
• Strong experience supporting Microsoft 365 environments (3+ years desirable)
• Experience supporting Azure environments (2+ years desirable)
• Windows 10 / 11 administration and support
• Solid troubleshooting, incident resolution, and root cause analysis skills
• Strong communication skills and attention to detail
• Ability to multi-task in a fast-paced environment
• Capability to mentor and develop technical skills within the team

Benefits

• Work from home up to 2 days per week
• Dedicated professional development time
• Monthly team lunch provided