Technical Services Professional

2 weeks ago

Brisbane, Queensland, Australia beBeeSpecialist Full time $80,000 - $150,000
Technical Support Role

We are seeking a skilled Technical Support Specialist to join our team. As a key member of the Products department, you will provide high-quality technical support to internal and external stakeholders, including incident, problem, and service request management in alignment with agreed Service Level Agreements (SLAs).


Key Responsibilities:
  • Provide responsive and effective technical support via telephone, email, and remote access tools in accordance with customer SLAs.
  • Conduct software maintenance, updates, and upgrades for our client base.
  • Proactively foster and maintain positive relationships with clients through professional and customer-focused communication.
  • Monitor application and infrastructure alerts to identify and address potential incidents before they impact service.
  • Apply ITIL-aligned incident management practices to resolve customer issues in a timely and efficient manner.
  • Support the implementation of change management and coordinate with clients during planned maintenance activities.
  • Analyse recurring issues and recommend preventative measures to reduce incident volume.
  • Collaborate with internal teams—including developers, QA, infrastructure, UX, and business analysts—to investigate and resolve complex technical issues.
  • Troubleshoot infrastructure and application faults, identify bugs, and perform data analysis tasks as required.
  • Document support activities, decisions, and resolutions within service management tools such as ServiceNow.
  • Operate within the company’s CI environment and associated tools.
  • Attend client sites as required, representing the company in a professional and consultative manner.
  • Manage competing priorities to ensure timely resolution of all support tickets and tasks.
  • Demonstrate autonomy, initiative, and accountability in the delivery of support services.
  • Contribute to a positive and inclusive team culture, showing respect for diverse backgrounds, cultures, and perspectives.
  • Actively support the company’s commitment to quality, innovation, and continuous improvement.

Requirements:
  • Minimum three (3) years of demonstrated experience in a technical support or application support role.
  • Proficient in SQL, including advanced querying, optimisation, and database management.
  • Strong working knowledge of Microsoft Azure services and troubleshooting methodologies.
  • Experience with ticketing systems such as Jira Service Management or ServiceNow.
  • Ability to diagnose and resolve issues in Windows environments, web applications, and APIs.
  • Understanding of cloud-based application and database technologies.
  • Experience supporting bespoke or custom-developed software systems is highly regarded.
  • Familiarity with software development processes or code is advantageous.
  • Excellent analytical and problem-solving skills with a proactive approach to service delivery.
  • Strong communication skills with the ability to translate technical information for non-technical users.
  • Proven ability to manage multiple tasks and prioritise effectively under pressure.
  • Demonstrated ability to work independently as well as collaboratively within a team.
  • High levels of professionalism, integrity, and customer focus.

What You’ll Get:
  • Appropriate onboarding and training on current technology solutions.
  • Work closely with knowledgeable SMEs within a values-driven team.
  • Collaboration and support.
  • Autonomy and ownership.
  • Generous employee benefits, including professional development budget and birthday off.
  • Career acceleration opportunities.

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