Support Analyst - Sitecore

About Oakton 

Oakton is one of Australia’s leading Digital Consulting, Business and Technology Services companies, with over 1,000 employees and offices Australia wide and in Hyderabad India. 

We are a full service digital advisory incorporating consulting services, data analytics, and business applications. We have the ability to provide holistic, end-to-end technology solutions as a wholly owned subsidiary of Dimension Data. 

Dimension Data operates in 58 countries and is part of the NTT Group, the world’s 3rd largest telecommunications company.


About the Role

This position will see you take on the below operational and client management responsibilities. 

Operational Responsibilities

  • Manage, record and document all changes to supported installations, including system security, system patching and upgrades.
  • Support, administration and development of solutions, including SharePoint Online.
  • Identify and implement effective resolutions to application problems.
  • Manage and Document application configuration and architecture.
  • Provide technical support offsite and onsite at client’s premises.
  • Resolve client problems and queries in an effective and timely manner.

 Client Management Responsibilities

  • Ensure a high level of customer satisfaction is achieved across all deliverables within the service offerings and method assigned.
  • Professionally interact with the customer, being aware and involved with the business decisions taken with the customer.
  • As required, liaise with architects, application developers and business/customer representatives.
  • Experience of on-call support processes and requirements.

Technical experience required:

  • Experience in SiteCore support and developing solutions.
  • Experience in SharePoint support, administration and developing solutions, including SharePoint Online.
  • experience with .NET (, c#, WCF, visual studio, TFS) around design, implementation and problem solving.
  • knowledge of HTML (HTML5 highly desirable), CSS (CSS3 highly desirable), web markup and JavaScript. Experience in UI/UX.
  • Strong SQL and T-SQL knowledge and experience.
  • PowerShell scripting experience and/or understanding of client-side scripting and JavaScript frameworks, including jQuery
  • Basic SSRS, SSAS and SSIS experience.
  • Understanding of Git commands and Branching strategy, Azure Search, and SiteCore Solr Search.
  • Basic understanding of server-side CSS pre-processing platforms, such as LESS and SASS
  • Good web server administration (IIS) skills.

Other Experience Required:

  • Strong problem analysis and problem solving skills.
  • Understanding of ITIL processes – incident and problem management.
  • Basic networking knowledge.
  • Excellent client-facing skills.
  • Good oral and written communication skills.
  • Excellent time and resource management skills.
  • Ability to work to defined SLA’s and escalation procedures.
  • Ability to conduct RCA and RCF processes.
  • Experience of on-call support processes and requirements.
  • Experience working with onshore and offshore teams


Company Culture 

At Oakton, we believe that how you think about the problem is more important than the problem itself. 

Our employees are driven to think in new ways and contribute to innovative solutions for our clients. 

We see things others don't.


In return for your skills and your commitment to our values, you will be rewarded with:

  • Industry leading benefits including Income Protection & Crisis Insurance
  • Competitive salary structure - a base of 70,000 to 97,000 dependent on experience, plus superannuation
  • Unparalleled IT industry positioning
  • A talented and focused team.