Daelibs is an award-winning IoT company with over 20 years of experience delivering cutting-edge spatial solutions. We pride ourselves on providing industry-leading technology supported by outstanding customer service.
Our core business provides mobile SaaS solutions to a range of private organisations and government clients, with our technology operating across the Asia-Pacific region.
About the Role
We are seeking a motivated and customer-focused Support Technician to join our friendly and capable team. In this role, you'll deliver high-quality maintenance and support services to our customers via phone, email, backed with a ticketing system.
Key Responsibilities
* Deliver support services in line with agreed service levels
* Validate and document incoming customer requests for effective investigation and resolution
* Log support requests and associated documentation in the ticketing system
* Provide internal and external updates on support request progress
* Install, configure, and maintain Standard Operating Environments (SOE)
* Troubleshoot and resolve both hardware and software issues
* Test new product releases and assist with QA processes
* Escalate unresolved issues as required
* Maintain up-to-date support documentation and process standards
* Contribute to continuous improvement initiatives for support workflows
About You
To be successful in this role, you will demonstrate:
* Strong written and verbal communication skills
* Exposure to IT technical support or related activities
* Solid troubleshooting and problem-solving abilities
* High attention to detail
* Effective time management and prioritisation skills
* Strong interpersonal skills and the ability to work with a diverse range of customers
* Adaptability and a proactive approach to change
* A high level of self-motivation and personal accountability
Desirable Qualifications and Experience
* Background in IT or a relevant qualification
* Ability and willingness to travel occasionally
If you're ready to take the next step in your career, click "Apply for this job" via SEEK and upload your cover letter and resume.
Applications are only open to direct candidates. We will not be engaging recruitment agencies for this position, and any unsolicited resumes from agencies will not be considered.
Application Questions
Your application will include the following questions:
* Do you have customer service experience?
* Which of the following statements best describes your right to work in Australia?
* How many years\' experience do you have as a Helpdesk Technician?
* Do you have technical support experience?
* What\'s your expected annual base salary?
* How much notice are you required to give your current employer?
* Have you completed a qualification in ICT?
* Do you have experience in a sales role?
Daelibs
Burleigh Heads, Gold Coast QLD
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