Support Technician

3 weeks ago

Port Melbourne, Australia OPW Full time

**Company Overview**

Innovative Controls Systems (ICS) is part of OPW VWS, a leader in the Vehicle Wash Manufacturing industry. This position provides both call center support and onsite service for ICS and PSD Codax.

**Position Overview**
On-Site Service
The primary focus of a Tier 2 Technician is installation, training, and system setup of ICS equipment and software at customer sites. This position also conducts on-site trouble-shooting and service, as well as advanced customer training and discretionary counseling to maximize use of the ICS systems. In this capacity, the incumbent travels to customer sites throughout the US and other countries to ensure they are up and running as quickly and effectively as possible while minimizing the impact on business operation.

Call Center Customer Support
The main focus of the position is to provide first level technical support to users of Innovative Control Systems’ products and services. Troubleshooting and resolving problems via telephone, remote desktop tools and other supported resources utilizing the ITIL Standards of problem resolution. Adhere to ICS measures and protocols during the call flow process. Furthermore, this position will provide customer training and counseling on best practices to maximize the ICS systems.
Additional tasks include problem solving, presenting technical information, software maintenance, software testing, hardware maintenance, hardware testing, network testing and training staff.

**Essential Skills, education & experience**
- Electrical/Electronic/ IT degree
- Identifies problem and course of action within time limit set by call priority
- Notifies Floor Manager if COA hasn’t been achieved within allowable time limit
- Follows schedule set forth by management
- Ability to travel within Australia
- Manages on-site time efficiently
- Take support request escalations from Tier 1 and follow through to customer’s satisfaction
- Assist Tier 1 by providing information as needed to resolve customer’s issues quickly at first support level
- Troubleshooting Skills - Ability to identify root causes and problem resolution by identifying the problem, identifying the causes, identifying the solution
- Basic understanding of: Networking, Computers (hardware and software), MS Office, navigation of multiple databases and screens, electrically and mechanically inclined

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

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