Senior Customer Support Analyst

About the Role Senior Customer Support Analyst – Service Management Centre (SMC). You will ensure operational excellence of clients' essential communications networks in a 24x7 environment, leading Proactive Monitoring, Incident Management, Problem Management, Service Request Management, Change Management, Configuration Management, and System Performance Reporting. Responsibilities Proactive Monitoring – Live monitoring of critical client communication systems, using the Tait MS tool suite to identify and assess system events, and creating incident tickets for events that impact client operations. Incident Management – Troubleshoot and manage incidents to resolution, coordinate internal and external escalation partners to meet SLA timeframes, communicate clearly with clients on incident status and impact, and lead major incident reviews. Problem Management – Gather and interpret data from multiple sources to identify root causes, document findings in problem tickets, coordinate timely resolution, and maintain communication with clients and vendors. Service Request Management – Lead fulfilment of service requests within SMC or assign to support groups. Change Management – Raise and coordinate Change Management tickets, participate in change activities, and provide post‑implementation reporting. Scheduled Tasks & Knowledgebase – Lead and perform scheduled client tasks as per the SMC calendar, create, follow, and peer‑review SMC Knowledgebase content. Asset Management – Maintain accurate client access and configuration records in alignment with ISO27001, ensuring regular backups and repository updates. System Performance Reporting – Collect and analyse KPI/SLA data, prepare draft reports and recommendations for internal review before delivery. Qualifications Required: NZQA Level 6 Diploma or higher in Electronics, Computing, Software, Technical Support or Networking Technologies; Current ITIL Foundation Certification; 4+ years' technical experience in a network operations centre (NOC L1/L2); Experience resolving technical incidents and applying ITIL practices; Network and service management experience in RF environments (coverage, multicoupling, antennas, interference); Ability to interpret monitoring tools, event logs and disparate system information; Skills in IP networking, Unix/Linux, and advanced PC proficiency; Experience participating in Service Transition projects and cross‑functional work; Exposure to field trials, field support, or technical working groups; Experience capturing client‑based insights. Preferred: CCNA or other networking certifications; Experience in a critical communications environment. Benefits We support your learning and development, offer a supportive work/life balance, and provide ongoing managerial support to help you perform at your best. Tait Communications is committed to fostering a diverse, equitable and inclusive workplace where everyone feels valued, respected, and empowered to succeed. #J-18808-Ljbffr