Resident Support Analyst

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Dijital Team

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

💼 Consulting

☁️ SaaS

B2B • Consulting • SaaS

Dijital Team is a smarter offshoring solution for IT teams. We enable you to build a high performing IT team that will decrease your costs and increase your efficiency - accelerating the growth of your business. We take care of the team so you can take care of the rest.

📋 Description

• Provide first-line technical support for resident Wi-Fi and network access issues • Handle inbound service desk and phone requests • Guide residents through troubleshooting for device settings, browser behaviour, authentication, and connectivity • Collect diagnostic information for resolution or escalation • Resolve in-scope issues independently and prepare escalation summaries • Support authentication and access issues for onboarding, transfers, move-ins, move-outs, and rebookings • Proactively monitor and manage the service desk queue • Follow up on open requests and close resolved tickets with accurate documentation • Categorise and tag tickets for reporting and trend analysis • Monitor network dashboards and alerting tools across the property portfolio • Identify infrastructure issues by correlating support requests with network or system alerts • Recognise access point outages, switch faults, uplink degradation, and other environmental issues • Escalate suspected infrastructure-level incidents • Act as the communication link between residents and the technical escalation team • Provide summaries of symptoms, diagnostics, actions taken, and likely causes • Follow up on escalated issues and provide resident updates • Maintain ticket and escalation records • Prepare handover information • Contribute to internal knowledge resources • Identify recurring issues and opportunities to improve support processes

🎯 Requirements

• Demonstrated experience in technical support, helpdesk, or service desk environments, ideally involving networking or connectivity issues • Strong spoken and written English • Ability to explain technical concepts clearly and patiently to non-technical users • Basic understanding of Wi-Fi and networking concepts • Structured troubleshooting and identification of infrastructure-related issues • Experience using ticketing or service management platforms • Ability to proactively manage support queues • Ability to work independently and make sound troubleshooting and escalation decisions • Reliable, self-motivated, and disciplined with documentation and follow-up • Exposure to Ruckus, Meraki, or Ubiquiti Wi-Fi platforms (desirable) • Familiarity with RMM tools or network monitoring dashboards such as NinjaOne (desirable) • Experience supporting residents, students, customers, or users in accommodation, hospitality, or large residential environments (desirable) • Basic understanding of RADIUS authentication, VLAN segmentation, or enterprise Wi-Fi architecture (desirable) • Empathetic, analytical, calm, autonomous, proactive, reliable, and comfortable exercising judgment

🏖️ Benefits

• Get paid in Australian Dollars • Medical insurance from day one for you + spouse (or parents if unmarried) • Generous OPD coverage from doctor visits to all your medical needs • Home office setup allowance • Internet allowance • Gym & wellness allowance • Regular team events & engagement activities • Diji Assist mental health & counseling support • Reimbursement for industry certifications • Open-door culture • Flexible work – home or office • Rewards & recognition • Christmas and financial year-end parties