Technical Support Specialist

3 days ago


Brisbane, Queensland, Australia Stryker Group Full time

About the Role

We're seeking a highly skilled Technical Support Specialist to join our team at Stryker Group in Brisbane, Australia. As a key member of our support team, you will be responsible for ensuring the effective deployment of our Vocera Solutions and providing exceptional customer service via various channels.

Key Responsibilities

  • Document and manage customer-reported issues, delivering outstanding customer service and managing customer expectations.
  • Monitor and respond to customer inquiries, coordinate customer communication, and ensure timely status updates and issue resolution.
  • Conduct thorough root cause analysis of assigned products and deliver detailed reports.
  • Author knowledge-based articles for internal and external use.
  • Provide formal and informal training to customers and partners.

Requirements

  • Bachelor's degree in Computer Science or a related field, or 6+ years of additional experience.
  • 4+ years of experience in customer technical support in a hosted application environment.
  • RHCSA Certification (or higher) required.
  • Strong knowledge of administering Virtualization Hypervisors such as Nitro, VMWare, and Microsoft Hyper-V.
  • AWS certification as an Architect, Administrator, or higher preferred in Operations, DevOps, Networking, Applications, or Solutions.
  • Monitor AWS environments for performance and security issues and implement proactive measures to address them.
  • Solid understanding of SSL/TLS certifications and Public Key Infrastructure (PKI) knowledge.
  • Strong understanding of authentication protocols such as LDAP and relational database systems, including MySQL, MSSQL, and Postgres.

What We Offer

  • Ongoing training and opportunities for career progression.
  • Paid parental leave schemes.
  • Volunteer Day.
  • Engagement Day.
  • Being part of a global organization with a strong brand.
  • A collaborative team culture – we have fun while we work.
  • A leader who will support and guide you throughout your career.
  • Access to employee benefits, including healthcare, financial wellbeing, and insurance.
  • Access to our career and self-development program from day one.


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