Technical Support Specialist

3 days ago

Brisbane, Queensland, Australia beBeeSupport Full time $90,000 - $150,000
Job Summary

We are seeking a skilled Technical Support Specialist to join our organization. As a Senior Technical Support Specialist, you will be responsible for owning, troubleshooting and solving complex customer technical issues, collaborating across teams, and developing your problem-solving and collaboration skills.

Main Responsibilities:

  • Troubleshooting: Investigate and resolve complex customer technical issues, collaborating within and across teams, and leveraging troubleshooting tools and practices.
  • Knowledge Sharing: Develop and lead knowledge sharing programs, share technical expertise through coaching and mentoring of others, and build communities with peer delivery roles.
  • Technical Development: Deepen your technical proficiency to enable resolution of complex customer issues through training and readiness.
  • Process Improvement: Engage with engineering teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving product improvements.

Requirements:

  • 5+ years of experience in technical support, technical consulting or information technology OR Bachelor's Degree in Computer Science, Information Technology (IT) or related field AND 3+ years of experience in Windows System Administration, Configuration and troubleshooting, Hybrid technologies with deep experience in or working knowledge of most or all of these areas:
  • Registry/File Storage/Event Logs and Auditing/File Association
  • PowerShell/CMD line driven utilities
  • Understand/Troubleshoot core OS architecture like CPU/Disk/Memory/Page File
  • Virtualization and Hyper-V technologies
  • Store for Business APPX installation
  • Windows File Explorer/Desktop Search
  • Troubleshooting Application Performance
  • Troubleshooting System Reliability issues (crash, hangs, bugcheck, unexpected reboot)
  • Troubleshooting System Management components like WinRM, WMI, Task Scheduler, Task Manager, Powershell
  • Utilizing tools like Sysinternals, Fiddler, NetMon, NetStat, Tracert, SDDC
  • Troubleshooting experience with tools - procmon, netmon, perfmon

Desirable Skills:

  • Strong Communication Skills: Ability to clearly articulate technical concepts to both technical and non-technical audiences.
  • Negotiation Skills: Capable of negotiating with stakeholders to achieve the best outcomes.
  • Problem-Solving Abilities: Demonstrated ability to analyze complex issues and develop effective solutions.
  • Customer Focus: Commitment to providing exceptional customer service and building strong customer relationships.
  • Team Collaboration: Ability to work effectively in a team environment, sharing knowledge and supporting colleagues.
  • Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
  • Leadership: Ability to lead by example, mentor junior team members and drive continuous improvement initiatives.

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