Senior Software Support Analyst

At Objective, we're passionate about building software that makes a difference. Our solutions help government and regulated industries work smarter, stay compliant, and deliver better outcomes for their communities. We're looking for a Senior Software Support Analyst to join our Customer Support team based in Perth. This is a hands-on technical role for someone who thrives on solving complex problems, leading critical incidents, and influencing service excellence across the business. If you're the person others turn to when systems are down, customers need answers, and technical challenges seem impossible to solve, we'd love to hear from you.

Responsibilities

Leading the resolution of major incidents and critical customer issues; Acting as Incident Owner and coordinating cross-functional response teams; Driving prioritisation, escalation, communication and stakeholder management; Leading Major Incident Reviews and identifying opportunities for service improvement; Mentoring and coaching analysts while championing support best practices; Analysing service trends, identifying risks, and proactively improving performance; Collaborating with Engineering to investigate complex technical issues; Building knowledge assets, documentation and operational excellence initiatives; Ensuring customers remain informed, supported and confident throughout incident lifecycles

Requirements

Australian citizenship; Advanced Windows administration including Active Directory, event logs and file systems; Strong troubleshooting across server and workstation environments; Networking knowledge including TCP/IP, DNS, DHCP, VPNs, firewalls and performance diagnostics; PowerShell scripting and automation; SQL and relational database troubleshooting; Web applications, SaaS platforms and web server technologies; Security fundamentals including SSL, patching and infrastructure hardening; Log analysis, error tracing and root cause investigation; Cloud and virtualization technologies; Experience leading high-impact incidents in complex technical environments; Strong ITIL knowledge across Incident, Major Incident and Problem Management; The ability to influence and lead through expertise rather than authority; Exceptional stakeholder management and communication skills; Sound judgement under pressure; A passion for mentoring others and improving team capability; A customer-first mindset with a focus on service outcomes

Benefits

Hybrid working to support work-life balance - 3 days in the office; Ongoing learning and professional development opportunities; Access to extensive technical training resources; Collaborative and innovative workplace culture; Employee Assistance Program (EAP); Regular social events and team celebrations; Opportunity to work on meaningful software used by organisations that make a real impact