Technology Services Analyst

<p><strong>Job Title: Technology Services Analyst</strong></p><p><strong>Location: Melbourne, Australia</strong></p><p><strong>Salary: $100,000 - $140,000 (+ SuperAnnuation)</strong></p><p><strong>Open date: 6th August 2024</strong></p><p><strong>Closing date for applications: 6th September 2024</strong></p><p>Kaluza wants to power a world where net-zero is within everyone’s reach, by building the platform that will accelerate a sustainable, affordable and resilient energy transition. It’s a huge challenge, but often the toughest problems are the most rewarding to solve.</p><p>Since launching in 2019, Kaluza’s technology has been empowering some of the biggest energy suppliers to better serve millions of customers.</p><p>From revolutionising billing to smart electric vehicle charging, our real-time cloud platforms transform supplier operations, reducing cost to serve and boosting engagement. And most importantly, they enable suppliers' customers to drive decarbonisation with smart, low carbon technologies.</p><p>Kaluza is currently in an exciting growth phase, undergoing the next phase of our international expansion in Melbourne to further reinforce our capabilities as a globally distributed energy platform.</p><p> This means that you would be one of the earliest Kaluza employees on the ground in Australia, working directly with our clients in the region. </p><p>We're in the early days of building our team and so in-office presence to us is important - working really closely with our clients to forge a strong working relationship. Our Tech Services Analyst will be an office-based role supporting our teams directly and responding to issues, queries and incidents on-site.</p><p><strong>Where in the world of Kaluza will I be working? </strong></p><p>You'll be joining the Kaluza Technology community. We’re a large team of both data-led and product focused Software and Production Engineers, pushing the boundaries of technology and working at an extraordinary scale. As a collective we strive for engineering greatness and by ensuring best practices across the board of the community. The Team is called Tech Services, and we will be supporting all our colleagues from the day that they join Kaluza, to the day that they leave</p><p><strong>What will I be doing?</strong></p><p>You will be providing first class customer service and support to Kaluza’s Internal Customers. You will be supporting a wide range of requests from the Kaluza community. </p><p>You will be working with colleagues in the UK, with responsibility for our presence in Australia. You will be expected to deal with all technical requests that come in, and will have an escalation point should you need it. You will be expected to continually learn and evolve into the role and will be expected to escalate less requests as your skill set expands. </p><p>You will be part of building and maintaining processes for our team as well as continuous improvements. You will be expected to create, update and own our technical documentation. This will need to be kept up to date so that we can onboard new staff efficiently and effectively. You will be expected to manage and maintain office tech equipment as well as ensure that the productivity tooling runs seamlessly in the offices. You will need to ensure work is completed efficiently and able to hand over for our staff in other timezones</p><p><strong>Is this the job for me?</strong></p><p>You’ll have demonstrable customer service experience, technical support experience and will have held a previous client facing/desk side role position. </p><p>A fast learner with the ability to follow processes and procedures, you will be able to prioritise and manage several open cases at the same time. Responsibilities include:</p><p><em>IT Support (remote and on-site) </em></p><ul><li>Problem investigation </li><li>Problem diagnosis </li><li>Solution implementation </li><li>Documentation of actions and findings </li><li>Communication with customer throughout process </li><li>Escalation of problem where appropriate </li><li>A key part of our Starters, Movers, Secondee’s &amp; Leavers process</li><li>Able to work independently, and collaborate with colleagues in different timezones</li><li>Proactive support – on-going maintenance and monitoring of systems in accordance with appropriate plans. </li></ul><p><em>Installation</em> </p><ul><li>Preparation of equipment and services in line with work specification and appropriate deadlines </li><li>Implementation of hardware and services through onsite or remote</li></ul><p><em>Work Documentation</em> </p><ul><li>On going documentation and updating of records regarding supported networks. </li></ul><p><em>Essential to your success</em> </p><ul><li>Excellent communication skills </li><li>A passion for IT and technology </li><li>Good problems solving skills </li><li>A basic knowledge of Mac hardware with experience of diagnosing problems </li><li>Experience with Google Workspace and associated application Advantageous to your success in providing 1st and 2nd Line IT Support </li><li>Experience with both ChromeOS and Mac Operating Systems </li><li>Google Workspace administrative experience </li><li>Basic Understanding of TCP/IP networking</li></ul><p>Kaluza is currently in an exciting growth phase, undergoing the next phase of our international expansion.. This will further reinforce our capabilities as a globally distributed energy platform.</p><p><strong>Kaluza Values</strong></p><p>Here at Kaluza we have five core values that guide us as a business: </p><p><strong>We’re on a mission, We build together, We’re inclusive, We get it done, We communicate with purpose.</strong></p><p>Our values are not words on a wall — they are at the heart of our culture. They are how we make decisions and how we treat each other. They are concrete and clear, and reflect what we as people, and as a business, really care about.</p><p>Kaluza’s vision is to power a world where net-zero is within everyone’s reach. Would you be interested in joining us to help achieve this?</p><p><strong>From us you’ll get</strong></p><p>We're just getting set up in Australia for the first time, so we'll build out our full benefits offering in the coming months. Currently, from day one, you will get:</p><ul><li>Progressive leave policies - including leave dedicated to the moments that matter to you the most</li><li>Annual discretionary bonus</li><li>Dedicated personal learning and home office budgets</li><li>Flexible working — we trust you to work in a way that suits your lifestyle</li><li>26 days holiday</li><li>Kaluza Share Scheme </li></ul><p>We'll then build out our benefits and progressive policies soon to ensure your Total Reward package is highly competitive, and that you're well looked after.</p><p><strong>We want the best people</strong></p><p>We’re keen to meet people from all walks of life — our view is that the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.</p><p>We understand some people may not apply for jobs unless they tick every box. But if you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure, we'd still love to hear from you.</p><p>Find out more about working in <a href="http://kaluza.com">Kaluza</a> on our <a href="https://careers.kaluza.com/">careers page</a> and <a href="https://www.linkedin.com/company/kaluza/">LinkedIn</a>. </p><p> </p><p> </p>