Technical Support Analyst

Job status: Part-time (3d/week) for a 12-month fixed term

Reports to: Head of Enterprise Technology

Location: Remote (AU); Sydney/East Coast preferred

Travel: Limited

Background

CI-ISAC Australia is a not-for-profit, member-driven organisation, and the only cyber threat intelligence sharing community focused on the owners and operators of Australia’s critical infrastructure. We help members across sectors like finance, health, government, energy and telecommunications anticipate, mitigate and respond to cyber threats through trusted, peer-to-peer intelligence sharing.

Overview

Are you an enthusiastic and motivated IT professional looking to join a dynamic and growing organisation? CI-ISAC is searching for a Technical Support Analyst to join our team, working on the Sunshine Coast or remotely within Australia.

This is a part-time position where you will provide crucial front-line support to both our members and staff, working closely with our Technical Support Engineer to keep day-to-day IT operations running smoothly. Reporting to the Head of Enterprise Technology, you will respond to, troubleshoot, and resolve incoming support requests from stakeholders via our ticketing system, internal messaging platform, email, or by phone, escalating more complex issues to specialists as needed.

This is a great opportunity for someone early in their technical support career to build hands-on experience across SaaS platforms, CRM, and MDM tooling, in a mission-driven environment, while learning from an experienced engineer and contributing directly to Australia’s national cyber resilience.

Key Responsibilities

Not ranked by priority.

• Respond to member technical queries (access, platform navigation, account issues) across the ticketing system, email, and phone, aiming for first-contact resolution wherever possible and escalating intelligence content and/or queries to the National Intelligence Team.
• Provide first-line technical support to staff for core SaaS platforms, including the productivity suite, internal messaging systems, and project management tools.
• Log, categorise, and prioritise all support requests in the ticketing system in line with agreed SLAs, keeping tickets updated with clear status notes and resolution steps.
• Diagnose and resolve common technical issues related to desktop hardware, software applications, account access, and network connectivity for staff.
• Escalate complex, security-sensitive, or unresolved issues to the Technical Support Engineer, including a summary of diagnostic steps already taken.
• Install, configure, and maintain user hardware, software, and system access in a remote environment, under the direction of the Technical Support Engineer.

Systems Support:

• Perform routine, defined tasks within the CRM (e.g. logging support cases, basic record updates) as directed.
• Assist with routine MDM tasks such as device enrolment, imaging, and first-line troubleshooting, escalating complex issues and/or configuration changes to the Technical Support Engineer.
• Support user access provisioning and de-provisioning tasks, including account creation and permission changes following documented procedures.

Documentation & Enablement:

• Follow existing knowledge base articles and internal documentation to resolve tickets consistently.
• Flag documentation gaps or outdated procedures to the Technical Support Engineer.
• Contribute to the continuous improvement of our knowledge base articles and IT support processes and procedures.
• Provide ongoing training and guidance to end-users on software applications and IT systems.

What You'll Bring

Required Skills & Experience:

• 0–2 years of experience in a technical support, help desk, or customer service-oriented IT role (graduate or early-career candidates encouraged to apply).
• Demonstrated customer service orientation, with the ability to communicate clearly, explain technical issues clearly to non-technical users, and build trusted relationships with diverse stakeholders.
• Basic familiarity with SaaS productivity platforms (user management, groups), ticketing systems, and common desktop operating systems.
• Ability to follow documented procedures and troubleshooting steps accurately, and to recognise when to elevate rather than guess.
• Strong problem-solving skills and the ability to think critically under pressure to diagnose and resolve technical issues efficiently.
• Strong verbal and written communication skills, with the discipline to keep tickets and documentation up to date.
• Ability to work autonomously in a fast-paced, fully remote environment.
• Security Clearance: As a condition of employment, ability to obtain and maintain a security clearance, including a national police background check.
• Exposure to CRM or ticketing platforms (Zoho, Salesforce, Zendesk, Freshdesk, or similar).
• Exposure to Mobile Device Management (MDM) platforms (Jamf, Intune, Mosyle, or similar).
• Basic understanding of networking concepts (TCP/IP, DNS, VPN).
• Basic scripting and systems automation exposure.

About CI-ISAC

CI-ISAC has a mission to build robust, highly trusted cyber intelligence-sharing communities and cyber capabilities for Australian critical infrastructure operators within and across all sectors to ensure a collective, proactive cyber-defence posture. No member should ever be left behind, and this role is key to helping us deliver on that promise.

We take our core values of Trust, Integrity, Agility and Excellence very seriously and welcome individuals from any background with the requisite skills and experience to apply for the Intelligence Analyst role to help us build Australia’s own sovereign cross-sectoral ISAC.

CI-ISAC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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