Technical Support Engineer / HelpDesk Support
MWA Systems is an Australian company based in Sydney.
We are seeking a friendly, proactive and customer focused Help Desk Support Engineer to join our company. You will be working within an Australian Defence establishment based in Laverton Victoria as an employee of MWA Systems.
You will be the initial point of contact for our client and application users, supporting our bespoke Defence applications.
Responsibilities
- Providing first-level contact and support for users.
- Taking ownership of technical issues and working with our Sydney team and client support staff to resolve issues.
- Providing proactive maintenance and support with the view of reducing support issues and improving client processes.
- Providing technical support to the client's helpdesk.
- Documenting troubleshooting and problem resolution processes.
- Assisting with training customers as required.
- Assisting with user account setup, password resets, and access rights management.
- Assisting with User Acceptance Testing.
- Daily monitoring and management of application log issues.
- Assisting with the management of issues and driving them to a successful and acceptable solution.
- Maintaining an accurate records of issues, solutions, and follow-up actions in the ticketing system.
- Reporting to the client and MWA on a regular basis as to the status of current and existing support tasks, issues, etc.
Qualifications
- Desirable technical skills and working knowledge :
- Windows Server 2016 and 2022.
- Microsoft SQL Server 2016, 2019 and 2022.
- Internet Information Server (IIS).
- Windows 10 or later.
- Windows network and security issue diagnosis.
- Data review, analysis and manipulation, including the ability to use SQL tools.
- Review of large data sets saved in fixed length, CSV and XML formats.
- Minimum of 1-2 years of technical support or helpdesk experience is required.
Personal attributes
- Ability to work independently and as a part of a team.
- Ability to form good working relationships.
- Ability to provide great customer support.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Excellent command of spoken and written English.
- Ability to diplomatically push through roadblocks to achieve goals.
Travel
The job will require occasional travel to MWA's Sydney office for training and management meetings. There will also be occasional trips to client sites around Australia for support activities.
Citizenship and Background Check Requirements
- Applicants must be an Australian citizen.
- Employment is dependent upon:
- Successful completion of background checks to assess and verify identification, residential history, employment history, qualifications and credentials, police record and other relevant information.
- Successfully applying for and attaining Australian Government security clearance at the level required for this role. Failure to attain, maintain, or later loss of security clearance will result in the termination of employment.
Application questions
- Which of the following statements best describes your right to work in Australia?
- How many years' experience do you have as a Technical Support Engineer?
- How would you rate your English language skills?
- Do you have a current Police Check (National Police Certificate) for employment?
- Do you hold Australian Security Clearance?
- How many years' experience do you have using SQL queries?
- Have you completed a qualification in computer science?
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📌 Technical Support Engineer / HelpDesk Support
🏢 MWA Systems
📍 Melbourne