Resident Support Analyst

This is a fully remote position, open to applicants in Sri Lanka.

📋 Description

• Deliver first-level technical assistance for resident Wi-Fi and network access challenges.

• Manage incoming service desk and phone inquiries.

• Assist residents in troubleshooting device settings, browser behavior, authentication, and connectivity issues.

• Gather diagnostic data for resolution or escalation purposes.

• Independently resolve in-scope issues and prepare summaries for escalation.

• Address authentication and access concerns during onboarding, transfers, move-ins, move-outs, and rebookings.

• Actively monitor and oversee the service desk queue.

• Follow up on outstanding requests and close resolved tickets with precise documentation.

• Categorize and tag tickets for reporting and trend analysis.

• Oversee network dashboards and alerting tools across the property portfolio.

• Identify infrastructure issues by correlating support requests with network or system alerts.

• Detect access point outages, switch malfunctions, uplink degradation, and other environmental challenges.

• Escalate suspected infrastructure-level incidents when necessary.

• Serve as the communication link between residents and the technical escalation team.

• Provide summaries of symptoms, diagnostics, actions taken, and probable causes.

• Follow up on escalated concerns and provide updates to residents.

• Maintain records of tickets and escalations.

• Prepare handover documentation.

• Contribute to internal knowledge resources.

• Identify recurring problems and opportunities for enhancing support processes.

⛳️ Requirements

• Proven experience in technical support, helpdesk, or service desk settings, particularly involving networking or connectivity issues.

• Strong verbal and written communication skills in English.

• Ability to clearly and patiently explain technical concepts to non-technical users.

• Basic knowledge of Wi-Fi and networking principles.

• Structured approach to troubleshooting and identifying infrastructure-related issues.

• Experience with ticketing or service management software.

• Capability to proactively manage support queues.

• Ability to work autonomously and make sound troubleshooting and escalation decisions.

• Dependable, self-motivated, and disciplined in documentation and follow-up.

• Familiarity with Ruckus, Meraki, or Ubiquiti Wi-Fi platforms is desirable.

• Awareness of RMM tools or network monitoring dashboards such as NinjaOne is desirable.

• Background in supporting residents, students, customers, or users in accommodation, hospitality, or large residential environments is desirable.

• Basic understanding of RADIUS authentication, VLAN segmentation, or enterprise Wi-Fi architecture is desirable.

• Empathetic, analytical, calm, autonomous, proactive, reliable, and comfortable exercising judgment.

🏝️ Benefits

• Receive compensation in Australian Dollars.

• Medical insurance from the first day for you + spouse (or parents if unmarried).

• Comprehensive OPD coverage for everything from doctor visits to your medical needs.

• Home office setup allowance.

• Internet allowance.

• Gym and wellness allowance.

• Regular team events and engagement activities.

• Diji Assist mental health and counseling support.

• Reimbursement for industry certifications.

• Open-door culture.

• Flexible work environment – home or office.

• Rewards and recognition.

• Christmas and financial year-end celebrations.