Resident Support Analyst

About the Role

As a Resident Support Analyst, you will be the primary technology support contact for residents experiencing Wi-Fi and network access issues across a large national student accommodation portfolio.

You will combine strong technical troubleshooting skills with a highly empathetic customer approach, helping residents resolve connectivity and authentication issues while identifying patterns that may indicate broader infrastructure problems. Working autonomously, you will manage the support queue, handle phone and ticket-based enquiries, monitor network dashboards, document investigations, and escalate complex issues to the appropriate technical teams.

This is an opportunity to play a direct role in delivering a reliable resident experience while developing your skills across enterprise Wi-Fi, networking, monitoring, and service management.

About the Client

You will be working with a rapidly growing property technology and managed services organisation supporting a large national portfolio across student accommodation, retirement living, and build-to-rent communities.

The organisation manages critical technology services including network infrastructure, Wi-Fi, CCTV, server infrastructure, access control, AV, and resident-facing technology. Its services support more than 100 properties and 35,000 residents and occupants across Australia.

Ideal Profile

Essential Experience

• Demonstrated experience in technical support, helpdesk, or service desk environments, ideally involving networking or connectivity issues.
• Strong spoken and written English, with the ability to explain technical concepts clearly and patiently to non-technical users.
• Basic understanding of Wi-Fi and networking concepts, including structured troubleshooting and identifying potential infrastructure-related issues.
• Experience using ticketing or service management platforms, with the ability to proactively manage queues rather than simply respond to assigned tickets.
• Comfortable working independently and making sound decisions around troubleshooting and escalation.
• Reliable, self-motivated, and disciplined when it comes to documentation and follow-up.

Desirable Experience

• Exposure to Wi-Fi platforms such as Ruckus, Meraki, or Ubiquiti.
• Familiarity with RMM tools or network monitoring dashboards such as NinjaOne.
• Experience supporting residents, students, customers, or users within accommodation, hospitality, or large residential environments.
• Basic understanding of RADIUS authentication, VLAN segmentation, or enterprise Wi-Fi architecture.

Personal Attributes

• Empathetic and genuinely resident-focused.
• Analytical, with the ability to identify patterns across multiple support requests.
• Calm, clear, and composed when handling high-impact issues.
• Highly autonomous and proactive in managing queues, follow-ups, and documentation.
• Able to communicate technical information simply with residents and precisely with engineers.
• Reliable and consistent, with strong ownership of outcomes.
• Comfortable exercising judgment around when to continue troubleshooting and when to escalate.

Responsibilities

Resident-Facing Support — Wi-Fi & Network Access

• Provide first-line technical support for resident Wi-Fi and network access issues.
• Handle inbound requests through the service desk and phone channels with professionalism and empathy.
• Guide residents through structured troubleshooting covering device settings, browser behaviour, authentication, and connectivity testing.
• Collect relevant diagnostic information to support effective resolution or escalation.
• Resolve issues within scope independently and prepare comprehensive escalation summaries for more complex incidents.
• Support authentication and access issues associated with resident onboarding, transfers, move-ins, move-outs, and rebookings.

Service Desk & Queue Management

• Proactively monitor and manage the service desk queue.
• Pick up open tickets, follow up on outstanding requests, and close resolved tickets with accurate documentation.
• Ensure new requests receive an appropriate response within established service expectations.
• Categorise and tag tickets accurately to support reporting and trend analysis.
• Escalate unresolved issues with complete diagnostic information so the next technical team can continue without repeating the investigation.

Network Monitoring & Pattern Recognition

• Monitor available network dashboards and alerting tools across the property portfolio.
• Identify potential infrastructure issues by correlating increases in support requests with network or system alerts.
• Recognise patterns such as access point outages, switch faults, uplink degradation, or other environmental issues.
• Proactively escalate suspected infrastructure-level incidents with concise and actionable technical information.

Technical Escalation

• Act as the communication link between residents and the technical escalation team.
• Exercise sound judgment when determining whether an issue requires immediate escalation or further troubleshooting.
• Provide clear summaries of symptoms, diagnostics, actions taken, and likely causes.
• Follow up on escalated issues and ensure residents receive appropriate updates.
• Maintain complete records of escalation outcomes within the service desk platform.

Documentation & Knowledge Management

• Maintain accurate ticket records, including troubleshooting steps, diagnostic findings, resolutions, and escalation details.
• Prepare clear handover information covering outstanding tickets, escalations, infrastructure concerns, and other relevant matters.
• Contribute to internal knowledge resources by documenting new issue types, troubleshooting approaches, and effective resolutions.
• Support continuous improvement by identifying recurring issues and opportunities to improve support processes.

How we take care of our team

💰 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 to build your ideal workspace
🌐 Internet allowance to keep you connected
💪 Gym & wellness allowance to stay fit and balanced
🎉 Work hard, play hard – regular team events & engagement activities
🧠 Diji Assist – Mental health & counseling support when you need it
📚 We invest in you – reimbursement for industry certifications
🗣️ Open-door culture – your ideas and feedback always matter
🌍 Flexible work – home or office, wherever you do your best work
🏆 Rewards & recognition that actually recognize you
🥳 Great christmas & financial year-end parties to unwind with your loved