Envato is hiring a

Technical Support Analyst

Full-Time
We value inclusivity and diversity at Envato. Research shows candidates from neurodiverse and underrepresented backgrounds often only apply for roles if they meet all the criteria. We like to make our hiring decisions based on experience and passion, so if you’re keen to apply and need reasonable adjustments please let us know. We also encourage you to let us know the pronouns you use at any point during the recruitment process.

About Envato
 
We exist to empower creatives to thrive independently and as a community. We work to be the must-have, most used, intelligent and essential creative companion where we empower creatives to create freely and confidently, and accelerate their everyday creative process however and wherever they work.  

We proudly support the lives of creative pros all over the world, from web developers and graphic designers, to marketers, videographers, photographers and more. We’ve built a community where anyone can get their creative projects done, and where creators bring their ideas to life and in the process, earn a living doing what they love. Our mission is to be the singular destination for creative assets. It doesn’t get much better than that! 

We are a global and rapidly scaling business. Blending purpose and profit, we're a passionate B Corp, committed to making a positive impact on the communities we engage in. You can read more about our purpose, mission and values on our website.

We’re leaders in flexibility and have embraced ways of working to encourage this for a long time. Where we can, let’s make work, work for you! Our roles can be based ANYWHERE in Australia or New Zealand, and while we all mostly work from home we’re proud of how we keep our global team connected.

About the Team
The Tech Services department is part of the Technology division supporting Envato employees located across Australia, New Zealand, Mexico, Israel and the United States. The purpose of the Tech Services area is to provide sustainable and secure high quality technology experiences that enables staff to succeed. Productive and secure day one and always.

About the Role
Reporting to the Tech Services Manager, the Technical Support Analyst (II) is an analyst role that will be responsible for executing a broad range of daily technical and operational activities in support of the internal IT program supporting Envato’s staff. Staff located in Mexico have a dotted line report to the Facilities & Operations Manager in Mexico.

This includes technical support services, lifecycle management of hardware, saas application license management, knowledge management, office network and workspace support, and supporting process improvement initiatives and Tech Services project initiatives. Please note this role MUST be based in Melbourne and is required to be in the office.

Responsibilities

  • Conduct employee onboard / off-board staff processes, including equipment and systems setup and management
  • Triage and resolve internal queries and requests via our IT service desk ticketing tool within service level agreements
  • Support of enterprise SaaS applications (eg Google, Dropbox, Microsoft and other cloud based apps) including: managing user accounts, resetting passwords, modifying user permissions, auditing of accounts, licenses and applications, security set up.
  • Procurement / setup / disposal of IT equipment, laptops and loaner laptops
  • Provide hardware support, including troubleshooting issues with desktops, laptops, printers / scanners, and other IT peripherals
  • Assist with maintaining security of device fleet through MDM tools
  • Create and maintain knowledge across applicable knowledge sources
  • Support Office Network setup and maintenance

Skills and Experience

  • Must be based in Melbourne
  • Great customer service skills, with a customer centric mindset
  • Excellent communication skills, both written and verbal
  • Strong technical skills with both PC and Mac platforms
  • Great technical all-rounder, troubleshooter, generalistHave a great understanding of both hardware and software computer fundamentalsLevel 1 or 2 technical support experience (2+ years)
  • Experience with cloud based solutions e.g. Google Apps, Dropbox, etc.
  • A real people person who can relate with people on any level when talking IT
  • Proactive, organised and able to communicate with customers and colleagues effectively 

Some of the great things we offer

We are a remote business with full flexibility for you to manage work and life as you need - outcomes are what’s important to us.
We provide MacBook Pros or HP’s for you to do your best work, as well as all your initial and ongoing tech setup to suit your individual needs.
It’s important you love your home office so we will provide a contribution towards your set up and a monthly allowance to support work from home costs. 
Want to expand your family? We will support you! We offer 20 weeks paid primary carer leave (with super paid on top for the first 12 months); and 6 weeks paid secondary carers leave. 
Connection is so important in a remote business. That’s why we provide you with an annual allowance to meet up with colleagues and share some food and a laugh. 
We want to reward your hard work with our  performance-based bonus program worth up to 12.5% annually.
Continuous improvement is encouraged and we provide an annual budget for you to put towards your learning. 
We know our product is awesome so we will provide you with a free Envato Elements subscription for your side gigs and/or personal use.
Your wellbeing is paramount and we provide access to a holistic assistance program that provides support in many areas of life and health.
 
Our culture

We are B Corp certified & believe in succeeding sustainably as one global team. 
We are leaders in flexible working and really walk the talk - our work from anywhere benefit allows you to work and travel for up to 3 months in another country. We have also removed standard hours from contracts  to empower our people to work in a way that makes sense to them.
We support working parents through a range of initiatives, including being a proud partner with Grace Papers.
As part of our values and vision, Envato contributes 2% of profits to charities in each of the three main countries we operate in.

By submitting your application you are agreeing to our Privacy Policy. If you would like to understand how we handle personal information before submitting your application, please read through our Privacy Policy.

Envato is proud to be a 2024 Circle Back Initiative Employer and we commit to respond to every applicant.

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