Our Purpose
We transform the way people operate and interact with public venues, places, and major events.
Our Role
We digitise Australia's most known and recognised brands.
Position Overview
As a Support Engineer you will be responsible for providing first-line technical support for customers and IoT (Internet of Things) devices, ensuring the smooth operation of our products or services. Your role involves diagnosing and resolving basic technical issues, providing excellent customer service, and escalating complex cases to higher-level support teams. A proactive approach with a strong technical foundation and excellent communication skills is required.
Responsibilities
Respond to automated alerts and customer queries related to IoT devices via phone, email or in-person, providing accurate and timely solutions for common hardware, firmware, connectivity and software issues while ensuring SLA compliance.
Prioritise delivering an exceptional customer experience by listening actively, empathising with customer concerns, and ensuring satisfaction throughout the support process.
Perform initial diagnostic procedures to identify the root cause of device malfunctions, network connectivity problems and configuration errors.
Maintain detailed records of customer interactions, issues reported, troubleshooting steps taken and solutions provided in the ticketing system.
Manage accurate, up-to-date records of assets including device inventory, serial numbers, warranty status and deployment locations.
Guide customers through step-by-step instructions for device setup, configuration and usage to ensure optimal functionality.
Assess and triage tickets and, when necessary, elevate unresolved or complex technical issues to Level 2/3 support teams, providing detailed information to ensure seamless handoff.
Use monitoring tools to identify potential issues proactively and take preventive actions.
Drive continuous efficiencies and improvements in products and services by providing valuable feedback and suggestions.
Health & Safety Responsibilities
Take reasonable care for your own health and safety so that your acts or omissions do not adversely affect the health and safety of others.
Comply with reasonable instructions given by the business to allow compliance with health and safety legislation.
Co-operate with any reasonable policy or procedure of the business relating to health or safety at the workplace that has been communicated to workers.
Participate in consultation about matters that may directly affect their health, safety and welfare as required.
General Responsibilities
Promote a collaborative and supportive team culture to enhance business operations.
Demonstrate values and attitudes that promote healthy and safe behaviours.
Take ownership of assigned issues and manage incidents or requests through to resolution.
Ensure strict adherence to all policies and procedures for both self and the group.
Knowledge, Skills & Experience
Education & Experience:
High school diploma or equivalent required; Bachelor's degree in Information Technology, Computer Science or a related field preferred but not mandatory.
Previous experience in a technical support, customer service or helpdesk role (experience with IoT devices is a plus).
Strong knowledge of Microsoft Windows operating systems, Office 365 applications and common desktop software.
Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Familiarity with networking concepts such as IP addressing, Wi-Fi configuration and troubleshooting connectivity issues.
Strong problem-solving and troubleshooting abilities, with a methodical approach to issue resolution.
Customer service-oriented attitude, with a commitment to providing exceptional support to end-users.
Ability to work independently and collaboratively in a fast-paced environment, with a strong sense of urgency and attention to detail.
Ability to work with and guide in-field technicians to assist with project delivery.
Preferred Skills
Proficiency in using helpdesk ticketing systems and remote support tools such as HaloPSA, ServiceNow and RMM platforms.
Basic knowledge of scripting or programming languages (e.g., Python or JavaScript).
Experience with device firmware updates and basic hardware diagnostics.
Understanding of audio-visual and digital media devices, protocols and formats.
Experience with digital signage content management systems such as Broadsign, Scala, Hivestack and Vistar.
Equal Opportunity Employer
We strive to build a team that reflects the diversity of the communities we work in. We welcome and encourage applications from traditionally underrepresented groups in the technology industry, including women, older people, people with a disability and First Nations peoples.
All positions at Techmedia will be required to undergo a National Police Check.
Seniority level
Associate
Employment type
Temporary
Job function
Information Technology
Industries
Technology, Information and Media
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