TRANSFORMING THROUGH TECHNOLOGY
Our Purpose
We transform the way people operate and interact with public venues, places, and major events.
Our Role
We digitise Australian’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. Your role requires a proactive approach with a strong technical foundation and excellent communication skills.
RESPONSIBILITIES
* Technical Support: Respond to automated alerts and customer queries related to IoT devices via phone, email or in-person by providing accurate and timely solutions for common hardware, firmware, connectivity, and software issues ensuring SLA compliance.
* Customer Centric Approach: Prioritise delivering an exceptional customer experience by actively listening to customer concerns, empathising with their challenges, and ensuring their satisfaction throughout the support process.
* Troubleshooting: Perform initial diagnostic procedures to identify the root cause of device malfunctions, network connectivity problems, and configuration errors.
* Documentation: Maintain detailed records of customer interactions, issues reported, troubleshooting steps taken, and solutions provided in the ticketing system.
* Asset Management: Maintain accurate and up to date records of assets including device inventory, serial numbers, warranty status, and deployment locations, to ensure efficient tracking and management.
* Customer Guidance: Guide customers through step-by-step instructions for device setup, configuration, and usage to ensure optimal functionality.
* Escalation: Perform initial assessment and triage of tickets and escalate unresolved or complex technical issues to Level 2/3 support teams, providing detailed information to ensure seamless handoff.
* Device Monitoring: Use monitoring tools to identify potential issues proactively and take preventive actions.
* Continuous improvement: Drive continuous efficiencies and improvements in products and services throughout the business by providing valuable feedback and suggestions.
Health and Safety
You are responsible for actively contributing to a safe and healthy work environment. In accordance with Section 1.2 of the Health and Safety Manual, your key responsibilities include:
* Take reasonable care for your own health and safety and such that your acts or omissions do not adversely affect the health and safety of other persons.
* Comply, so far as the worker is reasonably able, with any reasonable instruction that is given by the business to allow the business to comply with the 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 notified to workers.
* Take part in consultation about matters that may directly affect their health, safety and welfare as required.
General:
* 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/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 related field (preferred but not mandatory).
* Previous experience in a technical support, customer service, or helpdesk role (experience with IoT devices is a plus).
* Skills & Competencies:
* Strong knowledge of Microsoft Windows operating systems, Office 365 applications, and common desktop software applications.
* Excellent communication skills, both verbal and written, 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. I.e. HaloPSA, Service Now, 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, Vistar
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.