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Technical Operations Support

2 weeks ago

Sydney, New South Wales, Australia Beonic Full time $70,000 - $120,000 per year

Technical Operations Support, APAC

Reporting to VP, Technical Operations APAC

Beonic helps marketing, operations, IT, and research teams measure, predict, and influence customer behaviour across the physical and digital world. Our platform, Beonic IO, unifies digital and physical data into a single system of record. As a public company (ASX:BEO), we are committed to using technology responsibly to enhance relationships between people and the places they visit.

About the Role

We are seeking a Technical Ops Support resource based in Sydney to drive operational excellence and contribute to Beonic's Service Desk Automation journey. As we scale the business, we aim to rely more on AI-driven tools to proactively resolve issues and provide customised customer responses based on site-specific configurations.

This role is critical in supporting devices deployed in customer environments, including people counting sensors, network switches, routers, and WiFi access points, and ensuring their seamless integration into the Beonic analytics and AI platform. A strong focus will be placed on documentation, platform monitoring, automation, and the enablement of customer self-service.

You will play a key part in troubleshooting issues across Beonic's custom platform and infrastructure, implementing smart alerting systems, and supporting the team in maintaining ISO 9001, 14001, and 45001 compliance.

Key Responsibilities

  • Provide Level 1/2 technical support via phone, email, and remote access tools.
  • Configure service desk tools for automated ticketing, routing, resolution logic, and performance dashboards.
  • Analyse support trends to identify recurring issues and collaborate with engineering for long-term fixes.
  • Implement and maintain monitoring and alerting systems, including automated ticket resolution triggers.
  • Perform regular updates and maintenance of customer-deployed devices and infrastructure.
  • Stage, commission, and configure IOT devices and WiFi access points for new and existing deployments.
  • Perform basic switch/router configuration and VLAN setup to establish connectivity at customer sites.
  • Coordinate third-party technicians to complete onsite installations on Beonic's behalf.
  • Track inventory, manage stock levels, and coordinate procurement for hardware rollouts.
  • Troubleshoot Linux systems, network switches, SSH connectivity, and WiFi issues.
  • Review and maintain technical documentation, SOPs, and triage processes.
  • Translate technical procedures into user-friendly internal/external knowledge base articles and FAQs.
  • Structure documentation for reuse in LLM (AI) models and self-resolution workflows.
  • Support platform uptime monitoring, infrastructure reporting, and visibility improvements.
  • Contribute to tactical project plans, documentation for ISO audits, and cross-functional collaboration.
  • Maintain clear, professional communication with stakeholders and internal teams.

Basic Qualifications & Experience

  • 2+ years' experience in a service desk or technical support role with strong customer-facing skills.
  • Working knowledge of IT support practices, networking, and service desk operations.
  • Proficiency with networking concepts: TCP/IP, VLANs, DNS, DHCP, routing, and switching.
  • Experience with Unix/Linux systems, SSH command-line configuration, and basic troubleshooting.
  • Hands-on experience staging, installing, or supporting network or IoT devices.
  • Familiarity with WiFi network setup and administration.
  • Strong written and verbal communication skills; ability to simplify technical language.
  • Experience configuring alerting/monitoring tools and service automation workflows.
  • Ability to work autonomously as well as within a high-performing technical team.
  • Solid understanding of ITIL Incident Management and service improvement practices.
  • Strong organisational skills, integrity, and attention to detail.

Benefits:

  • Great working space in Surry Hills
  • Hybrid working  
  • 1 day off on your B'day
  • Novated Lease Opportunity
  • Growth and Development