Linux Systems Support Analyst

“It's kinda fun to do the impossible”

Walt Disney

A bit about us

SmartGuide is a dynamic inner-city technology company, integrating and developing innovative software, hardware and electronic engineering solutions that weren't there before we imagined them. Our small team is comprised of creative and passionate individuals who thrive on pushing the boundaries of what's possible, creating beautiful solutions and solving complex business problems that have real impact. We believe in fostering a collaborative and creative work environment where every team member can contribute to our success. SmartGuide is a supportive environment with a friendly atmosphere and if you like solving problems and are passionate about your work, we’d love to hear from you.

Although we are best known for our iconic displays at Melbourne's tram stops, we also work on a variety of projects behind the scenes (most of which are not on our website).

The role

We are seeking a highly motivated and customer focused Systems Support Analyst to join our growing team. As a Systems Support Analyst at SmartGuide, you will play a crucial role in handling Level 2 technical support queries from our customers, owning cases through to resolution, and ensuring that all actions are completed within the established Service Level Agreements (SLA). You will work closely with all teams within our business to maintain high service standards and contribute to the ongoing success of our cutting-edge projects that deliver value to our customers.

We provide as much opportunity as possible for our staff to work in different technical areas over time, according to his/her interests, with mentoring from peers and constant on-the-job learning. SmartGuide is an equal opportunity employer, focused on supporting our staff, which we see as our greatest assets. We are strong and passionate believers in diversity, gender equality and a flexible environment to ensure the best work/life balance, especially for those with young children.

Key Responsibilities include:

Level 2 Technical Support:
- Efficiently manage all phone and email enquiries into the SmartGuide Support Team for Level 2 support issues. Collaborate with the customers’ helpdesk to resolve and escalate support tickets as needed.
- Taking ownership of incidents, which includes diagnosing, fixing and communicating outcomes.
- Provide technical support to both internal users and customers, troubleshooting hardware and software issues promptly, resolving complex technical issues and ensuring clear and timely communication.
- Liaise with technicians, developers and third-party vendors to expedite fault resolution.
- Manage and monitor the progress of escalated issues, keeping customers informed with regular updates.
Maintenance and Monitoring:
- Proactively monitor, maintain, and optimize our internal and customer systems to ensure high performance and reliability in line with stated SLAs.
- Perform backend support tasks as needed.
- Collaborate with both customers and third-party service providers to manage and support network-related issues to ensure continued productivity for users.
Collaboration and Documentation:
- Accurately maintain detailed records of customer interactions and actions taken.
- Work closely with cross-functional teams to understand their systems needs and requirements.
- Create and maintain comprehensive documentation for SOPs, processes, and customer compliance requirements.
Continuous Improvement and Innovation:
- Administration of GIT, including working knowledge of continuous integration.
- Identify opportunities for automation to streamline repetitive tasks and improve system efficiency.
- Stay current with industry trends and technology advancements, proposing innovative solutions.

Essential Skills & Experience

Customer support experience – Demonstrable experience in providing direct support to end users, ownership of incidents and managing through to resolution and excellent communication skills, good personal time management.
Problem solving skills – Strong skills in distilling complex problems, trouble-shooting and identifying creative and viable solutions. High attention to detail is a must.
Linux environments – Demonstrable experience working with the administration of and maintenance of Linux environments. Confident use of command line environments.
Log and debugging analysis – Experience with system log analysis and web debugging tools.
Understanding of software engineering methodologies - Ability to work within an agile framework, hybrid delivery models and alignment to project management frameworks.
Collaboration skills - Ability to work with teams from different disciplines, including electronics, firmware and manufacturing is of a high standard.
Lateral thinking - since we are an innovation company, we highly value people's ability to question the conventional direction and to come up with left-field, out-of-the-box solutions involving emerging technologies and a novel approach.
IT Enthusiast – You prefer a true innovation atmosphere over a corporate environment and want to work to enjoy it, not just pay the bills.
You believe in fair treatment, inclusivity and respect for all.

Proficiency for the above can be demonstrated either through work experience, personal projects or a strong technical aptitude in similar areas.

Desirable Skills & Experience

Designing and managing containers for internal systems.
Knowledge of industry standard languages and tools - Mongo DB, Python, Javascript (NodeJS, Typescript, Fastify), Linux, Java, C/C++, Docker, Android & iOS, C-Panel, Flask, CSS, HTML and disciplined use of GIT repositories.

What our people say about working with us

"One thing I love about the role is that I get to work on a wide range of projects and technologies. There's a bit of DevOps, bit of SysOps, protocols, networking, storage, API and interfacing with embedded stuff"

"It's amazing seeing your work on live systems being used by real customers. It’s nice to be able to point to something on the street and say you helped make that happen"

"I find it rewarding experimenting with different technologies instead of being stuck to one tech stack"

Application

To apply, fill out the form and submit your resume below. Do not submit resumes by e-mail.

If you have any questions, please refer them to the recruitment manager on (03) 9090 9160.