Senior Support Engineer

4 days ago

Adelaide, South Australia Unilink Full time $60,000 - $100,000 per year

About Unilink

Unilink Software is a fast-growing, international company and the leading provider of innovative, award-winning software solutions for the criminal justice sector. Our mission is to empower governments and businesses around the world to effectively secure their operating environments, intuitively manage their data, become more efficient, and foster a culture of rehabilitation.

Our purpose is to create technologies that people can rely on so that justice systems work well. We foster a culture of continuous improvement, innovation and excellence. We care about our staff, our customers, the environment and everything we do - principles encompassed in our social purpose statement.

We work with fantastic customers - government and private sector organisations in the UK, Europe and Australia - who use our software solutions to reduce the administrative burden on staff, improve the information flow and security as well as to implement digital solutions to assist in rehabilitation of people in their care.

We are growing quickly, expect that growth to accelerate and are looking for enthusiastic, passionate and driven individuals to join our team. Our offices are located in London, Southampton and Newcastle but our staff are located throughout the UK, in Europe and Australia. We offer flexible working, a good benefits package and competitive salary.

Senior Support Engineer

Provide remote, telephone and onsite support services around Unilink's entire product suites, to external (and occasional internal) customers - in accordance to company and ISO9001 and ISO27001 procedures and standards.

Responsibilities & Duties

  • Answer, log, diagnose and resolve customer support queries
  • Installation and configuration of client/server and peripheral hardware platforms
  • Bespoke application installation, configuration & support
  • System administration (including backup)
  • Hardware and software (OS & Application) upgrades
  • Site surveys and customer audits
  • Customer demonstrations
  • On-site user training for customers
  • Provide out of hours support on rota
  • Support the development of Quality & Security procedures, processes and WI's
  • Maintain Local Infrastructure and Services
  • Adhere to relevant quality and information standards and procedures
  • Learn and be aware of new and changing related technology
  • Communicate effectively with other employees
  • Promote the company, its products and services
  • Provide support to Business Development for technically reviewing proposals and contributing to bids/tenders where applicable
  • Mentor and support other team members and provide internal training
  • Control stock and spares

Qualifications & Experience

  • Microsoft Client and Server operating systems
  • Microsoft Desktop products
  • Networking, structure cabling and routing
  • Backup and recovery
  • Security protection and patching
  • Unilink's bespoke development suite
  • SQL Database/DBMS
  • A responsible attitude
  • Ability to prioritise work and plan
  • Good Communication and 'can do' attitude
  • Remaining calm under pressure
  • Decision-making abilities
  • Time management
  • Accurate record keeping
  • Information Security mentality
  • Mentoring and skills transfer

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