2nd Level Customer Support Technician

**Join Our Team as an 2nd Level Customer Support Technician
- Melbourne (Southeast Preferred)**
**Hybrid Schedule: 4 Days Onsite, 1 Day Remote**

***

Responsibilities include handling tickets escalated from Level 1, supporting desktop and mobile environments, managing user accounts, and maintaining system performance. A strong understanding of Windows, Office 365, Active Directory, and remote support tools is essential.

**ESSENTIAL DUTIES & RESPONSIBILITIES**
- Manage all assigned Level 2 customer support cases within Australia and New Zealand using Bibliotheca’s in-house case logging system.
- Diagnose and resolve complex hardware and software issues; communicate appropriately with internal and external customers throughout the life of each case.
- Collaborate with internal technical teams to assist in problem resolution.
- Escalate unresolved or critical incidents to Level 3 support when necessary, providing comprehensive handover documentation.
- Perform remote software updates, configurations, and network troubleshooting.
- Hold remote support sessions with customers.
- Coordinate internal and third-party engineering resources when onsite support is required.
- Regularly review and allocate engineering activities based on:

- Resource availability
- Location
- Service level achievement
- Technical capability
- Escalate situations that may impact SLAs to the relevant line manager.
- Analyse and review all assigned cases requiring onsite engineering support to ensure engineer visits are warranted following escalation from a Level 1 technician.
- Maintain detailed documentation of all technical issues, steps taken, and resolutions for each assigned case.
- Create knowledge articles for new, undocumented issues.
- Compile monthly case history reports to assist with key customer stakeholder meetings.
- Maintain commercial awareness and notify the commercial team of any services that could lead to a sales opportunity.
- Uphold the service standards outlined in Bibliotheca’s **Customer Service Charter**.
- Prioritise and execute tasks effectively in a high-pressure environment.
- Support incident management processes in line with customer Service Level Agreements (SLAs), including:

- Full life cycle incident management
- Progression of any process impacting timely resolution
- As part of a small but growing team in Australia, be prepared to assist with other tasks and duties as required.

**CORE BEHAVIOURS, ATTITUDES & ATTRIBUTES**
- Self-motivated and able to work independently or as part of a team
- Proactive and assertive; takes initiative without supervision
- High emotional intelligence:

- Recognises and manages their own and others’ emotions
- Uses emotional insight in problem-solving
- Understands emotional dynamics and adjusts responses accordingly
- Adaptable, friendly, and approachable
- Strong interpersonal and stakeholder engagement skills
- Able to clearly articulate technical issues to customers
- Positive team player: kind, caring, and considerate
- Reliable, enthusiastic, and passionate about their work
- Willing to go the extra mile to ensure quality outcomes

**EDUCATION AND/OR EXPERIENCE**

**Essential**
- Bachelor’s degree in IT, Electrical/Mechanical/Mechatronics/Automation Engineering
- Advanced knowledge of IT systems, including hardware, software, and networking
- Proficiency in troubleshooting tools and techniques
- Solid working knowledge of Microsoft Operating Systems and Office 365
- Excellent customer service and communication skills
- Ability to learn quickly and manage priorities
- Ability to work both independently and collaboratively
- Must hold a valid Victorian driver’s licence
- Must be an Australian citizen

**Desirable**
- Experience with RFID technology and electronic components
- Background or experience in library environments

**KEY WORKING RELATIONSHIPS**

Reporting to the Operations team, you will work closely with the Support Team, Delivery Manager, and Project Managers to ensure cases are resolved in a timely manner, meeting specific **Key Performance Indicators (KPIs)**.
You will also coordinate with third-party service technicians delivering onsite support to Bibliotheca clients across Australia.

The Bibliotheca Sales Team is responsible for business growth—and every team member contributes. You’ll liaise with Account Managers to share business opportunities identified during customer interactions.

**PHYSICAL DEMANDS / WORK ENVIRONMENT**

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.
- Lifting and/or carrying equipment weighing 5-20 kg or more
- Pushing and pulling of equipment when necessary

Pay: Up to $90,000.00 per year

**Benefits**:

- Dental insurance
- Health insurance
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Work Authorisation:

- Australia (requ