L1 Priority Helpdesk Agent 1

2 weeks ago

Melbourne, Victoria, Australia Ingenico Full time

Date:

Aug 24, 2023- Company:

  • Location: Melbourne, AU, 03072
    About the job


Ingenico is a global leader in the fintech market, with more than three decades of experience and employs over 7,500 people.

Its footprint gives scale to projects and talents. Innovation is part of our DNA and our diverse community of experts keep anticipating the evolution of commerce worldwide.


We provide merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless and secure for consumers, whatever the sales channel or payment method.


The opportunity


We have an opportunity for a L3 Support Tech to join us on a permanent contract based at our Preston, Melbourne office.

This role summary of overall purpose.

Areas of Responsibility:

  • Problem management and root cause analysis
  • Change management to coordinate updates to the fleet
  • Collate trace and backup files, logging tickets with vendors for investigation as well as managing the implementation of resolutions
  • Creation, pilot and distribution of SQL and batch scripting to affect changes to individual systems and/or the entire network
  • Ownership and accountability of new or recurring issues within the POS environment, through to resolution
  • Documenting new and updating outdated processes for internal and external stakeholders
  • Perform, lead & review implementation activities from technical designs to meet or exceed project or service delivery requirements
  • Analyse, troubleshoot and maintain SOE in POS, BOS, Laptop, SAH and other retail related systems
  • Test new releases and updates in lab environments before client testing and approval
  • Deploy updates and new releases as required for support or by client
  • Maintain current LAB environments
  • Design and solution work as to achieve project timeline outcomes
  • Coaching in various resolution methodologies for relevant staff including lower tiers, field techs, client and other parties
  • Escalate issues to relevant teams as necessary, to deliver requirements and to expectations
  • Develop a strong understanding of the customer environment, and service delivery requirements
  • Provide a high level of competency and trust to customers in relation to the POS environments

To be successful in this role you will require:

Competencies:

  • Advanced working knowledge of POS systems and their relationship to databases
  • Group Policy understanding and maintenance
  • WSUS understanding and maintenance
  • Understanding of network protocols and functionality (at least CCNA preferred)

Skills:

  • Excellent communication and documentation skills, for user training and technical documents
  • Self motivated with the ability to meet tight deadlines without supervision
  • Ability to work well in a team environment

Experience:

  • Minimum of 3 years' experience in a level 2 or level 3 support role in a POS environment
  • Proven experience creating batch and/or SQL scripting to affect changes on SQL databases and Windows registry (PowerShell, VBScript, Batch, OSQL)
  • Experience with enterprise deployment and management tools (ie; ITCM or SCCM or similar)
  • Experience with facilitating complex and enterprise scale software deployments
  • Working Knowledge of Incident, Problem, Change and Configuration Management (ITIL) processes
  • Working experience supporting EFTPOS and payment technologies
  • Experience working with petrochemical distribution technologies and controllers

In Return We Offer:

  • Hybrid working
  • Corporate discounts & recognition
  • Flu vaccinations
  • Office fruit box
  • Social club
  • Birthday leave
  • Employee Assistance Program & mindfulness sessions
  • Comprehensive training and development
  • Salary continuance and life insurance
  • Paid primary caregiver parental leave
  • Learning & development opportunities
  • Career progression

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