Now Hiring: Are you a driven and motivated 1st Line IT Support Engineer?

Technical Support Engineer

Technical Support Engineer

RightCrowd build enterprise products for organizations all around the world who use our products to manage and automate their physical security, safety, and compliance processes. We are a fast-growing company and have a great bunch of people who love working together and we offer flexible working hours and great job security.

Our roots lie in technical innovation, developing world-class, enterprise-grade software around security, safety, and compliance processes. We started in the garage of the CEO and founder 17 years ago, and today we are a small but flourishing public company listed on the Australian Stock Exchange with 5 global offices and a team of 150 professionals. We set and achieve ambitious targets with revenue set to double over the next two years.

Many of our clients are household names, and our technology serves various sectors, including very large technology companies, at enormous scale.

While we have the stability of process required of a public company, we are nimble and agile and adopt with the times. We have a loyal staff base with many of the first joiners still with us today.

Function

As a Technical Support Engineer, you will be responsible in providing an enterprise level of application assistance and timely response to customer issues. You will have excellent analytical, problem solving skills, while taking ownership of support issues and driving towards resolution. You will be required to gather the necessary information for the reported issue and conduct further investigation, adhering to Service Level Agreements (SLAs). You will be required to conduct the initial analysis on incoming tickets and ensure all required details on the issue are provided to assist speedy resolution of tickets submitted to our support portal.

Profile

To be successful in this position, you will need to have the ability to carry out the following duties and responsibilities:

  • Be able to use your highly-tuned analytical skills to help triage application and technical issues
  • Possess advanced skill in troubleshooting enterprise applications
  • Assist in managing our support load, responding to customer or partner queries about issues that they might be encountering
  • Assist in proactive monitoring of application and server architectures to ensure system health
  • Help maintain our support knowledge base articles
  • Install our product suite internally and in our customer sites
  • Collaborate with colleagues across the globe

We are looking for you to:

  • Have a customer-centric approach of the highest order
  • Have well-developed analytical and triage skills
  • Have more than 4 years of proven experience in providing application and technical support for enterprise systems
  • Be articulate, thoughtful and temperate in your written and spoken communication
  • Have strong SQL querying capabilities, Windows Server knowledge and scripting experience
  • Have excellent written and verbal communication skills
  • Have experience recognizing scope limitations and raising potential scope issues, while supporting the best technical solution design and approach
  • Be passionate about staying up-to-date on the latest technologies
  • Be a fast learner and willing to learn independently
  • Be a team player, able to work with people, in-person or across the world

This role calls for a person passionate about solving problems, having a high technical competence, a positive attitude, great attention to detail and one who is highly motivated and keen to take personal responsibility for team goals. Your skills must be augmented with genuine enthusiasm and good estimation and time management skills, working on a number of support issues at the same time.

To apply for this job email your details to sameer.gore@rightcrowd.com.