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.
What you'll be doing:
- 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.
Your skills, experience and beyond:
- Technical expertise
- 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. Leadership and service excellence
- 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.
Why join Objective?
- Hybrid working to support work-life balance - 3 days in the office.
- Ongoing learning and professional development opportunities.
- Access to extensive technical training resources.
- A collaborative and innovative workplace culture.
- Employee Assistance Program (EAP).
- Regular social events and team celebrations.
- The opportunity to work on meaningful software used by organisations that make a real impact.
At Objective, you'll join a supportive, collaborative team where your expertise is valued and your growth is encouraged. We offer:
Skills Required
- Advanced Windows administration
- Strong troubleshooting skills
- Networking knowledge (TCP/IP, DNS, DHCP, VPNs)
- PowerShell scripting
- SQL and relational database troubleshooting
- Security fundamentals knowledge
- Advanced cloud and virtualization technologies
What We Do
We’re formed by a team of creators, passionate about code, agile methodology and focused on sharing knowledge to generate value for our customers through digital solutions. Discovering innovative paths in complex and strategic projects, we guarantee the quality of delivery in scale through continuous tests automation, which creates the necessary confidence for creating long-standing relationships among employees, customers and partners. For over 20 years, we have contributed to the success of the largest telecommunications companies in Brazil with digital solutions for billing and subscribers management. And through our experience and knowledge, we expanded our offerings with a portfolio of digital solutions, consultancies and software development teams for the most varied market segments, such as manufacturing, finance, education, retail, health and utilities. The United States unit was founded in 2017, in Chicago, allowing us to deliver the same quality, expertise and specific IT solutions to American companies. The company belongs to the Objective Group, which includes E-TRUST, specialized in information security and Identity Management, CodeIT, which develops systems for insurance and social security and ELEFLOW with BI solutions and Big Data Analytics. If you like challenges, learn constantly and value personal connections, join us! Other interesting information about us you should know: - One of the best companies to work in Paraná, Brazil, according to GPTW - We offer one of the best remuneration in Brazilian IT market, according to Glassdoor - Offices in Brazil (São Paulo, Maringá, Curitiba) and Chicago - We’re a benchmark of agile development, with a case published on ‘The Scrumban [R]Evolution: Getting the Most Out of Agile, Scrum, and Lean Kanban’ book, from Ajay Reddy
