2nd Line Service Desk Support Analyst

Overview

Energy One is a leading provider of software solutions and services for the global energy trading industry. With a presence in Australia, the UK, France, and Belgium, we help businesses optimize their energy trading strategies through technology-driven solutions and expert market insights.

Job Description

Energy One is seeking a customer-focused Support Analyst to join our dynamic Client Services & Support Team. This role is central to delivering high-quality support across our suite of Energy One application software products, with a strong emphasis on cloud-hosted services in Microsoft Azure and AWS.

You will be responsible for managing incidents, supporting application functionality, coordinating releases, and delivering exceptional customer service. Your insights and interactions with clients will help shape the future of our products, ensuring they remain competitive and aligned with evolving customer needs.

Job Requirements

• Experience supporting and troubleshooting complex web applications and web server-based software, ideally in a cloud-hosted environment.
• Working knowledge of Microsoft SQL Server, including query writing and use of SQL Server Management Studio (SSMS).
• Familiarity with Internet Information Services (IIS) and Windows Server environments (2012 and above).
• Basic understanding of networking and infrastructure concepts (e.g., DNS, firewalls, load balancing).
• Proficiency with Windows OS and Microsoft Office, especially Excel for data analysis and reporting.
• Incident management and root cause analysis (RCA) capabilities, with a focus on resolving issues efficiently and communicating clearly with stakeholders.
• Ability to manage time effectively, prioritise tasks, and deliver under pressure in a fast-paced support environment.
• Demonstrates a passion for technology, with a proactive mindset, natural curiosity, and a drive to solve problems and support customer success.
• Bachelor’s degree in IT, Business, or a related field; certifications such as ITIL, ISO 27001, PMP, or CSM are advantageous.
• Exposure to Microsoft Azure, AWS, or other cloud platforms.
• Understanding of Software as a Service (SaaS) and Platform as a Service (PaaS) models.
• Experience with tools such as Jira Service Desk, Power BI, and familiarity with ISO 27001 frameworks for security and compliance.

Job Responsibilities

• Deliver high-quality application support for Energy One’s cloud-hosted software products (Azure & AWS), ensuring timely resolution of incidents and service requests in line with SLA commitments.
• Act as a customer advocate, building strong relationships and ensuring clients achieve maximum value from our solutions through effective use, configuration, and adoption.
• Manage the full incident lifecycle, from triage and troubleshooting to resolution and root cause analysis, maintaining clear and proactive communication throughout.
• Support release management activities, including deployment coordination, validation of new features, and ensuring customers are informed and prepared for changes.
• Collaborate with customers to understand their business needs, identify opportunities for optimisation, and guide them in leveraging advanced product capabilities.
• Promote customer success by identifying opportunities for product enhancements, customisation, and upselling of professional services.
• Maintain accurate documentation, including support procedures, known issues, and customer-specific configurations, to ensure consistency and knowledge sharing.
• Contribute to continuous improvement initiatives by sharing customer feedback and insights with internal teams to drive product and service enhancements.
• Participate in a 24x7x365 support rota, including on-call responsibilities, to ensure uninterrupted service and rapid response to critical issues.

Job Benefits

• A structured training program to develop your skills in business development and the energy sector
• Career growth opportunities within a fast-growing international company
• Competitive salary and benefits package
• Hybrid working
• Exposure to global energy markets and innovative trading solutions

Energy One promotes diversity, inclusion and equal opportunity.