Qualifications

• Required/Minimum Qualifications

  • 2+ years technical support, technical consulting experience, or information technology experience
    • OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field.

  Additional or Preferred Qualifications

  • Microsoft Technology Certifications.

Knowledge, Skills, Abilities

Responsibilities

Response and Resolution

• Reviews issues and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• Resolves or escalates multiple and varied customer issues. Documents technical work and research.
• Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Readiness

• Attends readiness trainings and non-technical trainings to ensure that they become proficient in support topics.

Product/Process Improvement

• Provides feedback to improve products to more senior engineers or technical advisors.
• Identifies potential defects and escalates to more senior engineers to resolve.
• Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.
• Follows processes provided by the business.
• Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.

The salary for this role is in the range of $80,000 to $90,000 AUD per year