Global Services Technical Lead

3 days ago


Brisbane, Queensland, Australia Wenco International Mining Systems Full time

We are seeking a skilled Global Services Technical Lead to join our team at Wenco International Mining Systems in Brisbane, Australia.

About the Role:

The Global Services Technical Lead will be responsible for providing technical support to customers and partners globally, ensuring the correct implementation and usage of Wenco safety solutions. The successful candidate will work closely with our Level 1 support resources and partners to provide advanced support, analyse data, roll out hotfixes, and develop proposals to improve Wenco Safety solutions.

Key Responsibilities:

  • Provide technical support to level one support resources and partners globally.
  • Technical support and troubleshooting for hardware, software, and interface issues.
  • Manage the Mobile Device Management (MDM) system and service provider.
  • Analyse and report on case data from CRM systems.
  • Identify, develop, and implement best practices regarding setup, configuration, and use of safety solutions.
  • Develop technical documentation, communications, and training material.

Requirements:

  • +3 years of technical support experience.
  • Experience in using CRM support tools (JIRA / Zendesk / Confluence) for technical products.
  • Experience in managing tickets/cases and analysing case data.
  • Experience using Mobile Device Management systems.
  • Ability to draw up technical documentation.
  • Technical trouble-shooting experience (hardware and software).
  • Technical account management experience.
  • Analytically-minded with attention to detail.
  • Customer-centric belief and attitude.

Benefits:

  • $85,000 - $110,000 per annum salary range.
  • Up to 10% domestic and international travel.
  • A stable and exciting work environment.

Education:

  • Degree or technical equivalent in Computer Science, Software Engineering, IT, or Engineering field.


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