Technical Support Professional

2 weeks ago

Adelaide, South Australia beBeeFieldSupport Full time $75,000 - $85,000

Job Title:

Service Solutions Expert

">Job Description:

The Field Support Engineer is a field-based position responsible for delivering technical customer support to resolve technical issues, including troubleshooting and repairs, installations and training as required.

Key Responsibilities:
  • Maintain an in-depth understanding of Glory products and systems.
  • Understand entitlements and out-of-scope items related to service contracts and coverage levels.
  • Understand the practices and techniques to prevent Electro Static Discharge damage to components when working on them.
  • Perform equipment pre-staging
  • Install and commission equipment
  • Perform remedial repair activities on customer sites
  • Perform Preventative Maintenance as required
  • Install approved software updates
  • Recognize situations requiring a service call or fault to be escalated and follow proper Escalation Procedures
  • Provide timely and effective support to close service calls within the SLA and to the satisfaction of the customer
  • Effective 'debrief' and reporting of service calls as requested by your manager
  • Complete administrative paperwork timely and accurately
  • Perform assignments as required by Helpdesk or your manager
Health & Safety:
  • Adhere to Health & Safety policies and procedures at all times
  • Ensure prompt and accurate reporting of workplace incidents and injuries
  • Manage hazards according to the hazard management process
Required Skills and Qualifications:
  • Recognized technical qualification
  • Current driver's license
  • Minimum 5 years' experience in a technical support role handling complex technical issues
Essential Skills:
  • Excellent written and verbal communication skills
  • Ability to work independently and set priorities to meet customer and organizational expectations
  • Proven problem-solving and analytical skills
  • Excellent organizational skills
  • Strong customer service orientation
  • Ability to handle high-pressure situations
  • Self-motivated with the ability to meet deadlines
  • Commercial awareness
  • Flexibility in work hours, including availability after hours and for weekend support to meet customer service requirements

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