Hardware Support Officer

2 weeks ago

Seaford, Victoria, Australia Kynection Full time

This is a fantastic opportunity for Electrical/Electronics Engineering Graduates or People currently working in the Automotive sector and are looking for a career change such as towards retirement.


Hardware Support Officer Reports to
The Hardware Support Officer will report to the Support Manager.

Job overview
Hardware Support Officers play a key role in the day-to-day operation of the Kynection Service Department.

This role is responsible for the handling of customer enquiries, the testing and provision of hardware, the management of stock and inventory, the coordination of service and installation calls and the delivery of training and support to customers, Installers and SaaS Support Officers as needed.


This role requires:

  • A good knowledge of full range of Kynection's hardware products including GPS enabled devices, Mobile devices and cameras
  • A technical, logical thought process
  • An ability to stick to strict deadlines
  • An ability to prioritise and delegate
  • A keen eye for detail
  • An ability to work effectively as part of a team

Responsibilities and duties

  • Provisioning and configuring hardware
  • Review hardware/software versions and undertake testing before release
  • Providing remote customer support via phone and customer portal
  • Providing remote support to infield technicians with hardware fitting and testing
  • Allocating, packing and arranging shipment of hardware
  • Arranging and coordinating installation and service calls
  • Adding, removing, deactivating and making other changes to system users
  • Troubleshooting hardware issues
  • Monitoring and managing hardware stock levels via monthly stocktakes
  • Escalating any issues related to systems, hardware and networks
  • Testing new technology
  • Producing written and video documentation as required, including reports and user instructions
  • Providing training to customers and junior staff as needed
  • Undertaking other duties as required

HSEQ
All employees of Kynection have Health, Safety Environment and Quality responsibilities, these include:

  • Undertaking all works in a safe manner and following all safety policies and procedures
  • Reporting any incidents, accidents and near misses in a timely manner
  • Actively seeking ways to reduce the use of paper, plastic and electricity and using the correct bins
  • Undertaking QA testing of completed works before releasing outputs to customers etc.

Qualifications

  • Computer science or
  • Computing or
  • Engineering or
  • Similar

Key Performance Indicators
This role will be measured by: Created Vs resolved helpdesk tickets, customer star ratings and SLA time.

Job Types:
Full-time, Part-time, Permanent

Pay:
From $55,000.00 per year

Schedule:

  • 8 hour shift

Supplemental pay types:

  • Christmas bonus

Application Question(s):

  • Do you have a passion for technology?

Experience:

  • Customer service: 2 years (required)

Work Location:
In person

Expected Start Date: 15/06/2024

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