Location: South Australia only - Hybrid / Full-Time Industry: Software, Hardware & Technology Support - Justice Sector
Hands-on support for the technology that keeps critical services running.
Unilink is seeking a practical, customer-focused Support Engineer eager to learn more about AI to support our justice-sector customers. This day-to-day role focuses on physical hardware, kiosk management, CMS support tickets, networks, and practical issue resolution increasingly utilising AI tools.
You will provide remote and on-site support, including within correctional facilities. The work includes identifying AI opportunities while troubleshooting kiosks and peripherals, resolving CMS and application tickets, supporting customer ICT teams, and helping create, maintain, and uplift physical networks used by Unilink solutions.
The role remains connected to the software and data behind the scenes, including configuration, controlled SQL investigation, data checks, and deployment validation when required.
Key Responsibilities
* Manage software product support tickets from triage through resolution, with clear customer updates and SLA awareness.
* Provide day-to-day technical and how-to support for customers using Unilink systems in operational environments.
* Support and troubleshoot physical kiosks, peripherals, site hardware, cabling, and device connectivity issues.
* Support and uplift physical networks used by Unilink solutions, including switching, routing, patching, IP addressing, VLANs, DNS/DHCP, and connectivity checks.
* Work with customer ICT teams and third-party providers to resolve network and infrastructure issues safely in secure environments.
* Configure Unilink software application settings and perform SQL-based investigation and controlled data checks to support issue resolution.
* Identify and suggest new ways to use AI and automation to improve efficiency, reduce manual effort, and enhance day-to-day support processes.
* Test, validate, document, and support deployments, updates, configuration changes, knowledge articles, kiosk documentation, and network notes.
* Participate in the on-call roster and collaborate with UK-based teams outside standard hours when required.
About You
* Experience in technical customer support, field support, infrastructure support, service desk, or a similar hands-on support role.
* Comfortable troubleshooting physical hardware, kiosks, peripherals, networks, and enterprise software issues.
* Experienced in managing software application support tickets and communicating clearly with customers through to resolution.
* Strong network fundamentals including switching, routing, IP addressing, VLANs, DNS/DHCP, cabling, and connectivity troubleshooting.
* Working knowledge of SQL, data investigation, configuration, and enterprise systems is desirable.
* Current driver licence and willingness to travel locally, nationally, and internationally as required.
Why Join Unilink
At Unilink, technology meets purpose. We create AI enabled solutions that make justice systems work better - supporting security, efficiency, and rehabilitation.
* Flexible hybrid working arrangements
* Competitive salary + annual bonus scheme
* 5 weeks annual leave + public holidays
* Grow your career through access to LinkedIn Learning, self-directed development, and external training opportunities
* Learn about AI and how it is transforming the Justice sector
* Supportive, collaborative team culture
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