44 Technical Implementation jobs in Australia

Technical Support Analyst
About the Business
LexisNexis is a global provider of trusted information and analytics, delivering solutions that help organizations make informed decisions and manage risk. iDiverse is part of LexisNexis' suite of solutions, providing advanced product services and support for a global user base, partner network, and internal staff.
About the Team
You will join the customer support team, organizing, directing, and coordinating service engagements with a strong focus on technical product services. The team acts as an escalation point for customer requests and drives continuous improvement in support processes while collaborating closely across functions.
About the Role
The Technical Support Analyst is customer facing and dedicated to providing product services and support for our global user base, partner network, and internal staff. You will provide application expertise and assistance in post-sales engagements to drive new and renewing business for all users, focusing on delivering customer expected outcomes following an effortless experience methodology. You will organize, direct, and coordinate all aspects of the service engagements for customers, with a strong focus on technical product services and understanding the business value and positioning of IDVerse solution. You will also act as an escalation point for customer service-related requests and assist with driving continuous improvement in our customer support processes.
Responsibilities
+ Handle incoming traffic via supported channels, when necessary, to ensure SLA alignment.
+ Serve as the primary point of contact for escalated customer inquiries.
+ Collaborate with cross-functional teams to address customer needs and provide timely solutions.
+ Own and trouble-shooting new/unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience.
+ Technical/Functional Article and FAQ creation, reviews, and modifications.
+ Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
+ Assist with support metrics and trends to identify areas for improvement and provide insights to the management team and the Services team in driving client retention and growth.
+ Generate PIR/RCA documents with a focus on future proofing and system monitoring.
Other Duties:
+ Deploying and analyzing code changes via GitHub.
+ Provide expert-level technical guidance to staff, guiding them through issue resolution steps effectively.
+ Assist clients configure the product where necessary, focused on providing product best practices where SOW is not needed.
+ Assist with client onboarding and EBRs where necessary.
+ Train and onboard new customer support team members.
+ Maintain both internal and external training documents where necessary.
+ Rostered on-call outage support during assigned shifts.
Requirement
+ Minimum 3 years' experience in a related field/role.
+ Experience with all Major OS (Windows, MacOS, Linux).
+ Hands on experience with cloud technologies and services.
+ Ability to trouble-shoot/understand DB/Network connectivity logs.
+ Familiarity with SSL and understanding of corporate level security and authentication methods.
+ Understanding of APIs and SDKs.
+ Familiarity with ITIL framework.
Company Culture Attributes:
+ Strong communication and customer skills.
+ Strong logical thinking and problem-solving skills.
+ Accountability and ownership.
+ Exhibits initiative.
+ Customer-Centric Mindset.
+ Continuous Learning & Improvement
+ Ability to work under pressure and be highly organized.
Your recruiter will advise you on the full benefits package for your location
We encourage individuals of all backgrounds, including but not limited to those from underrepresented groups, people living with disabilities, career changers, and candidates with non-traditional education or experience-to apply. If you require accommodations during the recruitment process, please let us know; we are committed to providing the support you need to succeed.
Learn more about the LexisNexis Risk Solutions team and how we work ( are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact .
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .
Please read our Candidate Privacy Policy .
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights .
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

Technical Support Analyst
About the Business
LexisNexis is a global provider of trusted information and analytics, delivering solutions that help organizations make informed decisions and manage risk. iDiverse is part of LexisNexis' suite of solutions, providing advanced product services and support for a global user base, partner network, and internal staff.
About the Team
You will join the customer support team, organizing, directing, and coordinating service engagements with a strong focus on technical product services. The team acts as an escalation point for customer requests and drives continuous improvement in support processes while collaborating closely across functions.
About the Role
The Technical Support Analyst is customer facing and dedicated to providing product services and support for our global user base, partner network, and internal staff. You will provide application expertise and assistance in post-sales engagements to drive new and renewing business for all users, focusing on delivering customer expected outcomes following an effortless experience methodology. You will organize, direct, and coordinate all aspects of the service engagements for customers, with a strong focus on technical product services and understanding the business value and positioning of IDVerse solution. You will also act as an escalation point for customer service-related requests and assist with driving continuous improvement in our customer support processes.
Responsibilities
+ Handle incoming traffic via supported channels, when necessary, to ensure SLA alignment.
+ Serve as the primary point of contact for escalated customer inquiries.
+ Collaborate with cross-functional teams to address customer needs and provide timely solutions.
+ Own and trouble-shooting new/unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience.
+ Technical/Functional Article and FAQ creation, reviews, and modifications.
+ Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
+ Assist with support metrics and trends to identify areas for improvement and provide insights to the management team and the Services team in driving client retention and growth.
+ Generate PIR/RCA documents with a focus on future proofing and system monitoring.
Other Duties:
+ Deploying and analyzing code changes via GitHub.
+ Provide expert-level technical guidance to staff, guiding them through issue resolution steps effectively.
+ Assist clients configure the product where necessary, focused on providing product best practices where SOW is not needed.
+ Assist with client onboarding and EBRs where necessary.
+ Train and onboard new customer support team members.
+ Maintain both internal and external training documents where necessary.
+ Rostered on-call outage support during assigned shifts.
Requirement
+ Minimum 3 years' experience in a related field/role.
+ Experience with all Major OS (Windows, MacOS, Linux).
+ Hands on experience with cloud technologies and services.
+ Ability to trouble-shoot/understand DB/Network connectivity logs.
+ Familiarity with SSL and understanding of corporate level security and authentication methods.
+ Understanding of APIs and SDKs.
+ Familiarity with ITIL framework.
Company Culture Attributes:
+ Strong communication and customer skills.
+ Strong logical thinking and problem-solving skills.
+ Accountability and ownership.
+ Exhibits initiative.
+ Customer-Centric Mindset.
+ Continuous Learning & Improvement
+ Ability to work under pressure and be highly organized.
Your recruiter will advise you on the full benefits package for your location
We encourage individuals of all backgrounds, including but not limited to those from underrepresented groups, people living with disabilities, career changers, and candidates with non-traditional education or experience-to apply. If you require accommodations during the recruitment process, please let us know; we are committed to providing the support you need to succeed.
Learn more about the LexisNexis Risk Solutions team and how we work ( are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact .
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .
Please read our Candidate Privacy Policy .
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights .
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

About our Team
LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX ( , a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today's top model creators for each individual legal use case.About the Role
The Technical Support Lead supervises and manages the activities of Second Line IT Desktop Support staff, overseeing operational effectiveness, identifying and addressing trends and issues, and providing strategic direction. This role involves evaluating and developing support policies and procedures, providing guidance to support staff, and supporting management in decision-making processes.
Responsibilities
+ Lead, supervise, and monitor the corporate technical support team, ensuring rapid resolution of operating issues, minimizing downtime, and maintaining service levels.
+ Develop and oversee technical documentation and standard operating procedures.
+ Regularly assess and update operating procedures based on evolving business needs.
+ Conduct detailed analyses of technical support performance, identifying trends, problems, and improvement opportunities, and reporting findings to management.
+ Provide advanced troubleshooting and problem resolution for IT infrastructure, hardware, software, telecommunications, and business applications.
+ Collaborate with other support teams to escalate and resolve complex issues.
+ Address internal and external user inquiries regarding hardware and software problems, providing expert guidance for resolution.
+ Participate in resource planning, technology rollouts, and special projects.
+ Identify opportunities to develop proactive solutions to improve the End User Experience.
+ Provide technical support for events such as trade shows, including equipment setup and configuration.
+ Execute management responsibilities, including hiring, training, performance appraisals, and staff development.
+ Foster a culture of accountability, continuous improvement, innovation, and proactive communication within the support team.
Requirements
+ 7+ years of IT support experience.
+ Bachelor's degree in Engineering, Computer Science, or equivalent experience.
+ Expertise in configuring and setting up workstations and laptops.
+ Advanced technical writing, documentation, and SOP development skills.
+ Proven ability to troubleshoot complex hardware, software, and infrastructure issues.
+ Proficiency in identifying when operational procedures require updating or revising.
+ Strong leadership and people management abilities, including delegation, prioritization, and performance management.
+ Excellent organizational, project planning, and change management skills.
+ Exceptional problem-solving skills, capable of guiding teams through complex technical diagnostics and issue resolution.
+ Superior written and verbal communication, interpersonal, and customer service skills, able to engage effectively with all organizational levels.
+ Ability to travel occasionally (less than 25%).
Work in a way that works for you
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, Paid Parental leaves, Volunteering leaves, Birthday leave, we will help you meet your immediate responsibilities and your long-term goals.
Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
+ Optical Assistance
+ Life assurance and income protection
+ Option to buy additional Annual Leave days
+ Employee Assistance Program
+ Referral Bonus
+ Flexible working arrangements
+ Benefits for you and your family
+ Access to learning and development resources
About the Business
LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
To learn more about opportunities with LexisNexis or RELX Global, join us here:
now with your CV and cover letter outlining how your background aligns with the role.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact .
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .
Please read our Candidate Privacy Policy .
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights .
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

**Date Posted:**

**Country:**
Australia
**Location:**
AUSQLD111: Amberley QLD, RAAF Base Amberley, Amberley, QLD, 4306, Australia
**Position Role Type:**
Unspecified
+ Support Australia's defence mission
+ Demonstrate leadership while continually learning
+ Be valued and empowered to reach your full potential, supported by an inclusive culture
Your mission starts here at Raytheon Australia!
Right now, we are seeking a bright and energised **Senior Technical Support Engineer.**
Join our team of outstanding people with expertise across a wide variety of disciplines and position yourself at the forefront of tomorrow's capabilities.
In return, we will support you with access to best practice tools, systems and processes while continually investing in your growth by providing tailored learning and development opportunities.
Start your mission in a career filled with extraordinary opportunities
for learning, mentoring and professional development. We offer flexible work and career growth backed by global expertise and a supportive culture.
This is your opportunity to join a fast-moving company that works on interesting and unique projects to support Australia's defence mission and contribute to the critical outcomes of the Australian Defence Force.
**The Role:**
+ This exciting and challenging full-time role is based at RAAF Base Amberley, QLD and involves supporting the operation, maintenance, test and evaluation of Electronic Attack and Air Combat Training systems in support of the ADF.
+ The role requires a high-level of experience with ICT and / or avionics.
+ The ideal candidate will have experience in Systems Engineering.
+ Knowledge of sustaining ADF systems and processes would be advantageous.
**The Person:**
+ The ideal candidate requires:
+ a high level of attention to detail,
+ willingness to learn,
+ proven ability to learn quickly,
+ the ability to work independently as well as integrate cohesively into a team.
**Key Responsibilities:**
+ Provide engineering support for the operation and maintenance of Super Hornet and Growler training systems (aircrew and maintainer).
+ Undertake test and evaluation of training systems throughout the spiral upgrade process.
+ Determine compliance of system upgrades to Defence and Australian regulations and standards.
+ Provide Systems Engineering support to disclose logistics and maintenance changes to all mission system stakeholders, including System Safety, obsolescence identification, and technical assessing.
+ Assist with managing the Mission System Configuration baselines and data.
**Skills, Experience and Qualifications:**
+ Essential - Minimum of a Diploma in Engineering, preferable electrical / electronic discipline.
+ Essential - Minimum of 6 years post-qualification experience in a relevant engineering role.
+ Essential - Practical to substantial knowledge of projects, programs, or systems relevant to the business with the ability to make enhancements and leverage knowledge in daily work.
+ Essential - Successful candidates must be eligible to obtain and maintain a NV2 Security clearance as needed. Eligibility can be found at is your opportunity to join the brightest minds in the nation working for the mission on leading-edge technology to deliver Australia's most significant defence capabilities.
If you are looking to contribute to the mission that matters, click apply now or contact us at .
_RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law._
**Privacy Policy and Terms:**
Click on this link ( to read the Policy and Terms
Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

**Senior Technical Support Engineer**
**Location: ** Hybrid or Home-based, Brisbane Australia
**Position Summary: **
Bentley Systems is seeking a qualified professional to join our esteemed Global Technical Support team. This role involves interfacing with users to provide technical support, demonstrations, and training for civil engineering software. The successful candidate will collaborate with our Development group, Professional Services, Quality Assurance, Marketing, and Sales teams. As a key member of the team, you will also support your colleagues by sharing product knowledge and assisting in case resolution. Additionally, you may be required to mentor and train both current and new team members to help them achieve their potential.
**Responsibilties:**
+ Providing technical application support to users, answering complex questions on the use of software to design various civil engineering projects. These projects include roadway design, site design, storm and sanitary sewer design, berm and levee design, rail design, etc.
+ Assisting Technical Support Engineers in resolving complex problems and issues
+ Keeping and maintaining a close working relationship with the Product Management teams
+ Teaching engineers and designers best practices for the available civil engineering and survey software tools, to allow them to accomplish their project goals
+ Acting as a consultant to engineering companies and government organizations to implement our design software in their organization or project
+ Producing client facing training and multimedia materials
+ Serving as primary support liaison between Bentley and our clients
+ Occasionally travelling to user sites for internal trainings as needed (less than 10% travel)
+ Conveying user feedback to product development staff.
+ Identifying and presenting user requirements to the Product Management teams in the form of detailed specification documents to enable the enhancement of program commands and workflows
+ Possessing thorough knowledge of the client company's products and other applications used by their users
+ Resolving clients' application questions or problems over the telephone in the areas of system configurations/setup, product functionality and bugs/enhancements.
+ Helping to spearhead special projects within the team
+ Communicating with all affected parties how and when problems are resolved
+ Managing any additional follow up, testing and troubleshooting needed
+ Appropriately referring issues to other support and quality assurance areas
+ Promoting and maintaining a high quality, professional, service-oriented company image among users
What You Bring to The Team:
+ Civil Engineering degree or equivalent training and experience
+ 3+ years as a Technical Support Engineer or similar
+ 1-5 years of experience in road, rail, and site design preferred
+ English Language Proficiency
+ 3+ experience with OpenRoads Designer, InRoads, GEOPAK, MicroStation, AutoCAD, or Civil3D
+ Best in class written and verbal communication skills
+ Strong critical thinking skills and a desire to solve problems
+ Strong leadership skills
+ Self-motivated, proactive with a strong desire to continuously learn
+ Professional Engineering license a bonus
+ This is a full-time role expected to work 40 hours per week, home-based or hybrid in your home country
+ Requires sitting or standing at will while performing work on a computer (or any other physical requirements ( ). The role requires communication with managers, peers, and other colleagues of the company in person (on occasion), and by utilizing Microsoft Teams chat, calling, and meeting functions.
**What We Offer:**
+ A great Team and culture - please see our colleague video .
+ An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.
+ An attractive salary and benefits package.
+ A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
+ A company committed to making a real difference by advancing the world's infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.
#LI-SB1
 **About Bentley Systems**
Around the world, infrastructure professionals rely on software from Bentley Systems to help them design, build, and operate better and more resilient infrastructure for transportation, water, energy, cities, and more. Founded in 1984 by engineers for engineers, Bentley is the partner of choice for engineering firms and owner-operators worldwide, with software that spans engineering disciplines, industry sectors, and all phases of the infrastructure lifecycle. Through our digital twin solutions, we help infrastructure professionals unlock the value of their data to transform project delivery and asset performance. Opportunity Employer:**
Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.
Equal Opportunity Employer/Minorities/Females/Veterans/Disabled

Title:
Construction Technical Support Officer
We have an exciting opportunity for a Construction Supervisor to join the KBR team in Adelaide. This role will be embedded with one of our major clients, SA Water. Working together with SA Water, our collective goal is to deliver an efficient capital program and infrastructure projects, safely, on time, within budget and to customer and community expectations. To do this we are working with SA Water and changing; by adapting a better, more sophisticated approach to how we plan, manage, and deliver the program.   
The Construction Supervisor will ensure the new civil works and treatment plants meet the required delivery outcomes and customer service level by supporting optimal construction delivery with regards to time, quality and cost through promotion of efficiency and innovation, safety and environmental best practice, including resource leadership, direction and capacity building.
Based out of SA Water House and travelling to sites when needed, this role includes providing technical advice and guidance to the construction and project team on enabling works requirements, civil works, mechanical & electrical works and commissioning/handover process.
Further to this, the Construction Supervisor is responsible for the following;
+ Ensuring all quality requirements of the project are carried out by the contractor in accordance with the technical specification and relevant technical Australian standards and guidelines.
+ Ensuring the project complies with necessary internal and external standards, acts and regulations, guidelines and design requirements are met.
+ Work with the Senior Project Manager to ensure project risks and opportunities are identified and assessed and necessary actions are taken.
+ Review of project activities against schedule and reported progress on a weekly basis, and report to Senior Project Manager
+ Monitoring of construction budget and support progress and final expenditure predictions being timely and accurate.
Qualifications and Key Skills
+ Demonstrated knowledge and application of construction and health, safety and environmental practices, standards and quality assurance methods
+ Ability to use and develop computer applications including project scheduling, spreadsheets and analytics e.g. Power BI, field applications for mobile working and reporting
+ Experience in construction, commissioning and program reviews and quality assurance, cost and time estimates and scheduling for construction projects
+ Infrastructure Solutions Australia
KBR's Infrastructure Solutions Australia business works with customers across the nation to deliver projects that create a better, more sustainable and technology-enabled future for all Australians. Through trusted partnerships with our customers, our best and brightest deliver innovative solutions across the transport, water and environment, buildings, defence infrastructure and program management and construction consultancy markets. 
We are a team of over 1000 diverse, flexible, adaptable and highly skilled people who provide a wide range of professional consulting services to the private and public sector. Our high-performing teams are digitally connected and geographically diversified to match the changing characteristics of our principal markets and have the expertise to serve our clients' requirements through the full project lifecycle.
We are committed to social and environmental sustainability and delivering projects with a digital mindset that drives innovation within our business, for our customers and stakeholders.  
Help shape tomorrow by applying today!
Don't miss out on this opportunity to leave your impact on our society with one of Australia's leading infrastructure businesses. Apply now and follow us on LinkedIn to stay up to date with all the latest news and job opportunities.

About the Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below, our Team
LexisNexis Risk Solutions is seeking a bright, dynamic, and hands-on 2nd Line Support Analyst to join our esteemed team. This role will be based in our St Leonards Sydney office and will focus primarily on providing technical support to users in Australia, while also working in close collaboration with colleagues to support users across the Asia-Pacific region.
About The Role
The successful candidate will additionally liaise with 1st line Service Desk analysts and 3rd line senior support specialists to ensure the delivery of efficient, reliable, and seamless IT operations
As a member of our global Infrastructure and Enterprise Services group, consisting of over 130 professionals and providing support to more than 11,000 Windows and MacOS users across diverse business units and geographical regions, you will assume a critical role in ensuring the consistent delivery of world-class IT support services.
Responsibilities
+ Proven enterprise-level experience supporting both MacOS and Windows environments
+ Proficiency with Windows build and deployment tools (e.g., Microsoft Autopilot, MDT, SCCM)
+ Experience with MacOS management tools (e.g., JAMF Pro)
+ Strong knowledge of Active Directory administration and account management processes
+ Expertise in troubleshooting Microsoft Teams and Outlook, including Exchange/Office 365 connectivity issues
+ Experience with VPN solutions (e.g., Cisco VPN with multifactor authentication)
+ Familiarity with ITSM platforms (e.g., ServiceNow, Remedy)
+ Skilled in connecting and supporting mobile devices (iOS, Android, Windows) in a corporate environment
+ Competence in basic hardware maintenance and troubleshooting (e.g., Dell laptops, MacBooks, iPhones, etc.)
+ Experience operating AV equipment (e.g., Logitech Rally systems)
Requirements
+ Fluency in spoken and written English, with strong communication skills
+ A strong communicator who values teamwork and customer service
+ Independent, reliable, and responsible, with excellent attention to detail
+ Highly organised and able to prioritise effectively
+ Flexible in finding solutions, yet process-oriented, with the ability to follow established procedures while also identifying opportunities for improvement
+ Proactive in problem-solving, with a hands-on approach to technical challenge
+ Experience with Citrix client troubleshooting
+ Basic network troubleshooting skills
+ Foundational knowledge of PowerShell scripting
Learn more about the LexisNexis Risk team and how we work here ( are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact .
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here .
Please read our Candidate Privacy Policy .
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers:
EEO Know Your Rights .
RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.
Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.
Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.

**Department**
Support
**Employment Type**
Full Time
**Location**
AU
**Workplace Type**
Hybrid
**Shape the Future of Work with Eptura**
At Eptura, we're not just another tech company-we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.
**Job Description**
As the **Technical Lead** , you need to excel at customer service and technology. You are responsible for working with clients, answering support requests by phone, email, and in-app communication channels. We have a hands-on culture and expect you to roll up your sleeves and help tackle any problem that stands in the way of customers' success. To do this, you will learn how to use and configure our software and will also learn about our clients' more complex needs and business processes. You will be expected to use this knowledge to effectively take ownership of advanced support requests and see them through to resolution. While many requests are handled individually, Customer Support is a highly collaborative team, and you will frequently work with and learn from your team members, while also escalating tickets to development teams and others.
Please Note: This is an individual contributor role with no direct reports. While this role leads technical efforts and collaborates across teams, it does not include people management responsibilities.
**Responsibilities**
+ **Act as a Subject Matter Expert (SME):** Resolve complex configuration, data flow, and performance issues across on-prem and cloud environments,
+ **Gain and Maintain Deep Technical Knowledge:** Develop expertise in system architecture, integrations, and configurations - including LAN-connected devices and Windows-based utility servers.
+ **Network & Infrastructure Troubleshooting:** Analyze packet captures, firewall rules, and port mappings to fix connectivity and deployment gaps.
+ **Resolve Software and Hardware Configuration Issues:** Troubleshoot issues across Windows, Android/iOS platforms, APIs, and backend services.
+ **Lead Application Support Efforts:** Support .NET applications, analyze system logs, and perform root cause analysis using tools like Azure App Insights and SQL queries.
+ **Collaborate Cross-Functionally:** Work closely with Product, Engineering, Cloud Operations, and Customer Success teams to drive resolution and continuous improvement.
+ **Ensure Documentation & Knowledge Sharing:** Create and maintain knowledge base articles, runbooks, and technical training resources.
+ **Mentor and Guide Support Engineers:** Review escalations, coach team members, and coordinate global 24X7 support coverage when required.
+ **Maintain Process Accuracy:** Ensure support cases, incidents, and RCA documentation are accurately recorded in systems such as Salesforce Service Cloud or JIRA.
**About You**
+ **Essential Skills**
+ Proficient in application support for .NET-based platforms.
+ Skilled with Azure App Insights, SQL queries, and structured log analysis.
+ Experienced in managing complex technical support scenarios in cloud-first environments.
+ **Customer Service & Communication**
+ Deliver exceptional service via email, phone, and in-app support channels.
+ Translate technical details into clear, user-friendly language for a variety of audiences.
+ Confident communicator and motivator - able to mentor and guide team members effectively.
+ **Technical Expertise**
+ 6+ years of experience supporting SaaS applications and services.
+ Deep knowledge of Azure, SQL Server, REST/Web APIs, SAML, and SSO.
+ Hands-on experience with Windows Server, background services, and network tools like Wireshark.
+ Familiar with ITIL best practices and enterprise tools like JIRA, Salesforce Service Cloud, or ServiceNow.
+ Comfortable with rotational shifts and participation in weekend/on-call schedules when required.
+ **Collaboration & Problem-Solving**
+ Resolve challenges by working closely with cross‑functional teams.
+ Strong commitment to continuous improvement and familiarity with change management.
+ _(Bonus)_ Hands‑on experience troubleshooting third‑party network infrastructure (proxies, VPN, firewalls).
+ **Personal Attributes**
+ **Must be an Australian citizen** due to government support requirements.
+ Passionate about delivering outstanding customer experiences.
+ Positive, proactive, and solution-oriented - you thrive in a collaborative, fast-paced environment.
**Benefits**
+ Employee Assistance Program
+ 20 days annual leave
+ Flexible working
**Eptura Information**
+ Follow us on Twitter | LinkedIn | Facebook | YouTube
+ Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.
#LI-SM1

**Requistion ID** : 80624
Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona's global headquarters is located in Charlotte, North Carolina, USA. The company's shares are listed in the United States on NASDAQ under the symbol XRAY.
**Bringing out the best in people**
As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us.
Working at Dentsply Sirona you are able to:
**Develop faster** - with our commitment to the best professional development.
**Perform better** - as part of a high-performance, empowering culture.
**Shape an industry** - with a market leader that continues to drive innovation.
**Make a difference** -by helping improve oral health worldwide.
**What We Are Looking For** **- Scope of Role**
We are looking for an experienced and talented Technical Support Specialist that will be responsible for delivering both customer service and advanced technical support to internal and external stakeholders for Dentsply Sirona's SureSmile Software. Key responsibilities include providing guidance on case planning, software navigation, and related processes via email and telephone.
Given the lean structure of the team, the role requires flexibility and the ability to operate across a broad range of functions. Additionally, as this position supports time zones across the APAC region and operates within a global organization, there is an expectation of availability outside standard business hours.
**What Will You Do** **- Responsibilities for Employment**
§ Manages all order- and software-related queries from all SureSmile customers
§ Repsonds to calls and/or emails by gathering requested information, creating cases and following or escalate case to resolution
§ Supports software intergratios and exports of STL/DICOM Files
§ Handles end to end management of multiple projects and customer issues
§ Records all order- or software-related queries and follow/escalate to resolution
§ Works as part of a broader customer support team, providing back up and support and sharing responsibility for completion of tasks as required
§ Collaborates across departments including Customer Support, Shipping, Supply Chain , User Maintenance, Manufacturing, and Digital Lab, Field Support Team
§ Documents of all pertinent end-user identification information, including name, practice, contact information and nature of problem or issue
§ Issues escalations, when needed, to appropriate person or department
§ Communicates regularly with manager and customer to keep interested parties updated and informed about status and ultimate resolution of issue
§ Processes orders/changes according to the established department policies and procedures
§ Informs customer of unit pricing, shipment dates, anticipated delays and any additional information including addressing customer billing questions
§ Tracks orders and deliveries to check overdue dispatches and delivery status
§ Manages data updates and shipment files to ensure the work trail and delivery rescheduling
§ Manages return of goods with the shipping and IT department, and ensure correct customs documentation
§ Monitors open and unconfirmed orders; reviews open physical or digital lab orders, resolving open or unconfirmed orders in the ERP or Manufacturing Web Manager
§ Tracks inventory for all VPro, Dr and Patient Kit Orders in the ERP system and communicates with the warehouse
§ Develops and refines processes and procedures to support continuous improvement
§ Maintains confidentiality of patient information
§ Adheres to all health and safety procedures and policies to ensure a safe working environment
§ Complies with company and departmental policies and administrative requirements.
§ Performs other duties as assigned or as needed
**Who You Are** **- Qualifications**
**Education** : High School Diploma or GED equivalent required; or relevant degree
**Years and Type of Experience** :
§ A minimim of 2 years of experience working in a Customer Support and/or Technical Support environment preferred
§ Dental knowledge and/or experience, preferrably in Orthodontics is a plus
§ Dental certification and/or training a plus
§
**Key Skills, Knowledge & Capabilities:**
§ Proficient in Microsoft Office Suite, browser-based software, basic computer hardware
§ Proficient in Internet and Email Applications
§ Knowledge of CRM systems
§ Knowledge of technical support software, such as, AX, SAP & Salesforce and SmartSolve
§ Ability to manage difficult or emotional customer situations in a timely and professional manner
§ Ability to educate or coach customers via telephone, in person, or in a classroom setting
§ Ability to provide technical assistance via TeamViewer for screen sharing and troubleshooting
§ Ability to handle multiple projects simultaneously with w high degree of professionalism and prioritization
§ Strong communication, collaboration, analytical and leadership skills
§ Strong problem assessment, analytical, decision-making, and problem-solving skills
§ Strong customer service and interpersonal skills, including rapport-building, listening and questioning
§ Excellent verbal, written and communication skills
§ Ability to build productive relationships in a global environment
§ Excellent troubleshooting skills
§ Strong documentation skills
§ Multilingual (read, speak, and write) a plus
§ Availability to work 1st, 2nd, 3rd or variable shift
**How We Lead the DS Way** **- Key Leadership Behaviors**
§ Actively articulates and promotes Dentsply Sirona's vision, mission and values.
§ Advocates on behalf of the customer.
§ Promotes high performance, innovation and continual improvement.
§ Consistently meets Company standards, ethics and compliance requirements.
§ Clear and effective communication with stake holders, which span across multiple levels, socio-geographic areas and functional expertise.
**Physical Requirements**
**Professional Physical Demands:**
While performing the duties of this job, the employee is frequently required to sit, stand, speak, use hands, reach with hands and arms, see listen and type. May need to lift up to 25 pounds.
**Environmental Requirements**
**Professional Work environment:**
Work primarily performed in an office environment. The noise level is usually moderate with limited temperature fluctuations. May require travel using different forms of transportation.
Dentsply Sirona is an EEO employer committed to fairness, diversity and respect. As such, Dentsply Sirona will respond to requests for Reasonable Adjustments from applicants with disabilities.
We encourage applications from all members of the community, including people from indigenous and culturally diverse backgrounds. All successful applicants must be eligible to work in Australia and New Zealand.
We look forward to receiving your application.
For more information about Dentsply Sirona, please go to note Dentsply Sirona operates a direct sourcing model so please no agency introductions.