Technical Support Analyst

Be part of something that supports schools around the world - right from your home in Australia.

At iSAMS, we provide cloud-based school management software used by leading international schools across Asia, South-East Asia, Australia and beyond. From Bangkok to Brisbane, our customers rely on us to help run everything from attendance and timetables to parent portals and reporting.

We’re growing fast, and we’re looking for a tech-savvy, people-focused Technical Services Analyst to join our global support team. You’ll play a key role in keeping our systems running smoothly for schools across your region and ensuring our customers feel fully supported every step of the way.

This is a remote, full-time role, ideal for someone based in the East Coast of Australia (AEST).

You’ll work a rotating shift pattern from 08:00–16:00 and 10:00–18:00 (Monday to Friday), alternating weekly.

💼 What Will You Be Doing?

You’ll work closely with a team of expert analysts to:

• Deliver second-line technical support for iSAMS customers, triaging and resolving tickets within agreed SLAs using Zendesk
• Troubleshoot issues using remote tools, SQL queries and web debugging techniques
• Support first-line colleagues by guiding, escalating, or training as needed
• Monitor support volumes and highlight trends or recurring issues
• Keep customer and ticket information up-to-date and accurate
• Maintain and improve internal documentation, guides and support content
• Help train new colleagues on the iSAMS platform
• Stay current with system updates so you can provide the best support possible
• Contribute to team projects that enhance service quality and efficiency

👀 What Are We Looking For?

We’re looking for someone who enjoys problem-solving and supporting others, with:

• Previous experience in a 2nd-line Technical Support, Helpdesk, or Service Desk environment
• Strong knowledge of incident management and resolution processes
• Experience with SQL (MS SQL Management Studio) and ideally ASP.NET (C#)
• Good understanding of IT systems, networking, and web applications
• Confidence handling technical and “how-to” queries in a friendly, professional way
• Clear, confident written and verbal communication
• A collaborative, proactive mindset and great attention to detail
• A willingness to learn and adapt in a fast-paced environment

🌟 Why Join IRIS?

💻 Work remotely from anywhere on Australia’s East Coast

🌍 Support world-class schools across Asia, SE Asia and Australia

🚀 Grow your technical skills in a company that values learning and development

🤝 Join a collaborative, global team where your ideas are welcomed

🧘 Enjoy a flexible, people-first working culture backed by a global tech group

📌 Application Process

1️⃣ Apply online – Submit your CV and a quick application

2️⃣ Online assessment – A fair and engaging way to showcase your strengths

3️⃣ Initial interview – A virtual chat with our Talent Team

4️⃣ Final interview – Meet members of the iSAMS team and learn more about the role

Make your next role one that supports education on a global scale.

Apply today and join a team that’s proud to power schools worldwide.