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Technical Support Specialist

2 months ago

Brisbane, Queensland, Australia Stryker Australia Pty Ltd Full time

About the Role

We're seeking a skilled Technical Support Specialist to join our team at Stryker Australia Pty Ltd in Brisbane, Australia. As a key member of our support team, you will play a critical role in ensuring the effective deployment of our Vocera Solutions and providing exceptional customer service.

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 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.

Culture & Benefits

  • Ongoing training and opportunities for career progression.
  • Paid Parental leave schemes.
  • Volunteer Day.
  • Engagement Day.
  • Being part of one of the world's largest and most recognizable brands.
  • Excellent team culture – we have fun whilst we work.
  • A Leader who will support & guide you throughout your career.
  • Access to employee benefits including health care, financial wellbeing & insurance.
  • Access to our career and self-development program from day one.