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.
We are looking for 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.
- 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.
