About Us

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 5th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards.

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.

The Role

We have an exciting opportunity for a L2 Service Desk & Onsite Engineer to join our busy Service Centre Team in Sydney. 

The role will be based in Alexandria and will be predominately L2 helpdesk/phone based work with occasional travel between customer sites which are both located within Metro and regional NSW as and when required. 

The successful candidates will have previous MSP experience and provide helpdesk support to ensure the smooth operation of IT services for our customers.

2+ years of experience working within a Service Desk or Field Services role.  

Basic understanding of IT Infrastructure with some experience including networking technologies such as routers and switches (switching, routing, VLAN, WLAN, WAN, TCP/IP, Radius, VPN).  

2+ years Active Directory, DNS, DHCP and group policy experience  

2+ years experience working with a ticket management system.  

Qualifications

A valid Driver's Licence and your own transport

IT degree or Diploma

blue APACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Regular social events and an awesome culture – work with a team of experts in their field
• Health Insurance discount with Medibank
• Discounts on 1000’s of products
• Novated leasing available for all employees
• Employee Assistance Program from The Mind Room
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

Please note, all offers of employment at blue APACHE are subject to Police Clearance Checks.

We are looking for a Strategy Analyst who will work closely with our strategy, product, business, design and development teams to build and deliver cutting-edge applications to completely change the delivery of healthcare for everyone on the planet. The role will be based in Sydney. Our core solution captures structured, protocolised and clinically validated data, empowering better patient-centred outcomes and generating new leaps in healthcare.

The Role

As a Strategy Analyst, you will be instrumental in the strategic direction, detailed planning and cross area projects. You will work closely with the Chief of Strategy and Performance, the Chief Product Officer and Chief Growth Officer. 

Strategy & Performance at Big Picture has responsibility over several areas:

• Setting the strategic direction in concert with business area lead including but not limited to product direction, commercial strategy, competitor analysis, market research and financial direction
• Running our strategic partnerships with different organisations. These partnerships are usually either technology partnerships which improve the capabilities of our platform or service that are needed for us to deploy or enhance our product  
• Performance involves working with the functional vertical business owners on cross functional projects to improve business performance 

About You

• You are curious
• You are able to work autonomously 
• You enjoy making change in organisations
• You have a collaborative mindset and ability to work effectively in cross-functional teams
• You have a strong business acumen and understanding of market dynamics
• You have a familiarity with strategic frameworks and methodologies
• You have experience in the healthcare space (nice to have)

The right person will:

• Have a tertiary degree in a discipline like Maths/Statistics, Engineering, Computer Science, Physics, Medicine, Economics, Actuarial Studies etc.
• Have 2-4 years of experience in strategy 
• Have experience in most of the following:
• Client/stakeholder engagement and management 
• Strong project management skills, with the ability to manage multiple projects and priorities simultaneously
• Strong written and verbal communication skills, with the ability to effectively present complex ideas
• Building stories through data in the form of decks
• Data visualisation

Nice to have experience:

• Analytics languages (SQL, Python, R or similar)
• Building statistical models like GBMs, GLMs and/or Clustering

You’ll love this role if you:

• Want to be part of a company that has the potential to change medicine;
• Thrive on working in a dynamic organisation that is rapidly evolving and are comfortable navigating through the ambiguity, change and occasional challenge that it creates;
• Have a growth mindset, a high ownership mentality and a willingness to take responsibility for goals and outcomes;
• Excel at interpreting your findings and communicating your analysis to multiple stakeholders;
• Have strong technical skills and a desire to develop them further;
• Enjoy using your initiative and experience to identify (or ideally, pre-empt!) issues, while growing and supporting the team with new ways of thinking;
• Connect to our mission for better patient healthcare.

About Us 

Fenergo is the leading provider of Client Lifecycle Management (CLM) solutions that digitally transform how financial institutions, asset management and fintech firms onboard and manage clients throughout their client lifecycle.  

Its software digitally orchestrates every client journey from initial Know your Customer (KYC) and client onboarding, automating regulatory compliance and enabling continuous monitoring throughout the client lifecycle (transaction monitoring, perpetual KYC), all the way to client offboarding.  

Fenergo is recognized for its in-depth financial services and regulatory expertise and out-of-the-box rules engine which ensures financial institutions are future-proofed against evolving Environmental, Social and Governance (ESG), KYC, Anti-Money-Laundering (AML), tax and prudential regulations across 120+ jurisdictions. Headquartered in Dublin, Ireland, Fenergo has offices in North America, the UK, Poland, Spain, South Africa, Asia Pacific, and the United Arab Emirates. 

What Does This Role Entail? 

The Helpdesk Support Specialist is the first point of contact for end-users seeking technical assistance. This role involves providing support for hardware, software, and network-related issues, ensuring efficient resolution and maintaining a high level of customer satisfaction. The ideal candidate should have strong problem-solving skills, technical knowledge, and a customer-centric approach.

Your Responsibilities  

User Support

• Respond to user inquiries via phone, email, or helpdesk ticketing system.
• Provide first-level support by diagnosing and troubleshooting hardware, software, and network issues.
• Assist users with password resets, account unlocks, and basic software installations.
• Guide users through step-by-step solutions for common technical issues.
• Escalate complex issues to higher-level IT staff or specialized support teams as necessary.

Incident Management

• Log and track all incoming support requests in the helpdesk system.
• Prioritize and categorize issues based on severity and impact.
• Ensure timely resolution of incidents according to established SLAs (Service Level Agreements).

Technical Troubleshooting

• Diagnose and resolve hardware issues related to desktops, laptops, printers, and other peripherals.
• Assist with basic network troubleshooting, including connectivity issues and VPN access.
• Support users with software-related issues, including operating systems, productivity tools, and specific applications used by the company.
• Maintain and update technical documentation and user guides.

System Maintenance and Monitoring

• Perform routine checks on systems and applications to ensure they are functioning correctly.
• Assist in deploying software updates, patches, and system upgrades.
• Monitor system alerts and respond to potential issues proactively.
• Assist with setting up and configuring new hardware and software for end-users.

User Education

• Provide end-user training on common IT tools and best practices.
• Develop and distribute knowledge base articles, FAQs, and other self-help resources.
• Promote cybersecurity awareness and best practices among users.

Reporting and Documentation

•  Maintain detailed records of all support requests and resolutions.
• Identify recurring issues and report them to the Helpdesk Manager for further investigation.
• Contribute to the development and improvement of helpdesk processes and procedures.

Key Expectations 

Required:  

• 2-4 years of experience in a helpdesk or IT support role.
• Experience with helpdesk ticketing systems and remote support tools.
• Understanding of computer hardware, operating systems (Windows, macOS), and common software applications Microsoft 365 EcoSystem.

Preferred:  

• Cloud Platforms: Knowledge of AWS Services an advantage.  

• SQL and Data Analysis: Proficiency in SQL, excel, Power BI and other data analysis tools.  

• Industry Experience: 1-2 years previous experience in a similar role within a tech or SaaS company.  
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Customer service orientation with a focus on user satisfaction.
• Basic knowledge of networking concepts (e.g., IP, DNS, DHCP) and common IT infrastructure.

Educational Background:  

• High School Diploma or equivalent; Associate’s Degree in Information Technology or related field is a plus.

Our Promise To You  

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.   

What we value is at the CORE of how we succeed: 

• Collaboration: Working together to achieve our best 

• Outcomes: Drive Success in every engagement  

• Respect: A collective feeling of inclusion and belonging 

• Excellence: Continuously raising the bar 

• Private healthcare cover 

• 23 days annual leave 

• 3 company days 

• Annual bonus opportunity 

• Work From Home set-up allowance 

• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management 

• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more 

• Buddy system for all new starters 

• Collaborative working environment 

• Extensive training programs, classroom and online, through ‘Fenergo University’ 

• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies 

• Defined training and role tracking to allow you see and assess your own career development and progress. 

• Active sports and social club 

Our mission and where you fit in

At Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.

Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down.

There's never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let's see if we could be a match!

What might your days look like

As a Payroll Support Consultant, you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary. 

As a Payroll Support Consultant you'll be responsible for;

• You will provide support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways, such as award interpretation and platform configuration
• Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner.
• Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
• Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements.
• Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
• Take on client and team payroll escalations for our customers
• Assist with requirements gathering to run post mortems and run internal support team workshops
• Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
• Working with customers across multiple channels (email, chat, phone, screen share) to understand their organisational workflow and how the platform can support them to maximise their people processes.
• Managing Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible
• Leveraging ZenDesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs)
• Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights.

What will you bring:

• Relevant Australian Payroll industry experience (e.g KeyPay)
• Exposure to working in fluid, high change and high velocity environments. 
• Prior exposure to customer experience within a SaaS (Software as a Service) environment (nice to have)
• An attitude that always puts your customer's needs first
• Problem solving skills with a sound and thorough approach to troubleshooting.
• Ability to manage competing priorities, working autonomously; requesting assistance where needed.
• Strong and polished verbal and written communication skills.
• A tertiary degree in Human Resources and/or relevant qualification (nice to have).

Experience is important, but for us the biggest measure of success is people who can live and breathe our values. Show us what you can bring to the table, and we'll empower you to let your talents shine.

The EH Way

The EH Way is how we describe our culture at Employment Hero and how we all operate. It is our DNA. You can read all about it on our careers page: https://employmenthero.com/careers/ 

In short, you’ll love working with us if:

• Revolutionising employment gets your heart racing.
• You thrive on the flexibility (and responsibility) of a remote-first business.
• Our values align, and shape how you show up every day.
• You love the dynamic pace of a startup, are driven by innovation, and enjoy working with other smart people.

Plus, you’ll get to enjoy a number of great perks, including: 

• A generous budget for your home office.
• Cutting-edge tools and technology.
• Reward and recognition programs - because great work should be recognised and rewarded.
• Cashback offers and discounts on popular brands through our Swag app.

Are we a match? 

Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

Working as a Desktop Support Engineer you will be responsible for the provision of all aspects of End User Services to Datacom’s customers. Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break/ fix support, remote support, software deployment and relocation services.

This role will be based on-site in Albury. Please note to be eligible for this role you must be an Australian Citizen and able to obtain an AGSVA Baseline clearance. 

What you’ll do

At the moment, as Desktop Support Engineer you will be focused on:

• Providing excellent technical support in a high-paced environment where customer satisfaction is paramount.
• Assisting new users with their IT hardware collection and setup.
• Ensuring new equipment, such as Laptops and Mobile phones, are up to date and deployment ready prior to release to customers
• Recording all customer contacts in the appropriate ITSM tool
• Keeping commitments to customers with regard to progress updates
• Using tools and processes to deliver services to customers in accordance with SLAs
• Proactively manage and maintain customer infrastructure as directed
• Initiate and drive service and process improvement

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

Required experience:

• Exceptional customer experience with regard to end user services
• The ability to prioritise work to ensure achievement of all service level agreements
• Sound knowledge of Laptops, Desktop PC's, printers, media and audio-visual equipment, BYOD and mobility

Nice to have:

• You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management.

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.