Support Specialist

2 weeks ago

Warriewood, New South Wales, Australia Cleared ICT Full time $90,000 - $120,000 per year

Calling all technicians Cleared is always on the lookout for experienced technicians with a background in communications, electronics or networking and right now we have an exclusive job opportunity for a renowned Defence and Law Enforcement SME in the heart of the northern suburbs of Sydney whereby you will play an integral part of a highly technical team supporting testing, configuration, maintenance and deployment of critical communications, networking and RF systems for military, commercial and private use.
Must be an Australian Citizen with either a current or reinstatable security clearance, ability to travel nationally as required and a team attitude.

The Support Specialists are members of the Defence Law Enforcement and Security Group. This role is based in Sydney.

The position reports directly to the General Manager, Defence Law Enforcement and Security (DLES)

The main objectives of the role are to engage with existing and prospective DLES customers regarding the specification and support of products and systems to ensure their correct operation before, during and after supply. This includes pre-and post-sales design consultation, demonstrations, system configuration and assembly, system test and commission, training and after-sales support.

The specialist will ensure that customer issues and fault repairs are dealt with in a timely manner and that an ongoing dialogue with vendors is maintained as to the resolution of any issues. It is the responsibility of the DLES Support Specialist to ensure positive documented closure of all customer issues and agreed requirements, and to engage and deploy resources (internal and external) as required to achieve this outcome.

Key Results Areas and Responsibilities

DLES Group Support

  • To handle support calls from clients and expedite resolution of support issues
  • To pro-actively engage with prospective and existing customers to ensure that they understand and are employing equipment to best advantage and in as many applications and areas as possible.
  • To effect testing of, repairs to and servicing of customer equipment as required
  • To ensure that any repairs and/or spare parts issues are correctly invoiced
  • Accurately maintain all key communications with clients in relevant CRM tools, including:
    • Call Logs and issue Logs
    • Customer Equipment Details
    • Upgrade / Update system information
    • Returned Material Authorisations
  • Provide hands on support to the DLES Group as required:
    • Configure, test and pre-deliver systems
    • Install systems on client premises
    • Provide technical training
    • Provide technical support

Pre-Sales Support

  • Assist in detailing equipment configurations to meet clients needs
  • Liaise with internal and external systems designers to ensure correct integration of products with their designs
  • Assist in preparation of Tenders for equipment or service supply
  • Prepare systems for demonstration purposes and assist in implementing demonstrations and trade shows for the DLES Group

Key Selection Criteria

The position requires that the applicant be able to attend certain Defence Force and Police facilities unescorted, and to engage on design and scoping projects for these facilities. As such the position may require the maintenance of an NV1 or NV2 vetted security clearance.

Required Qualifications

  • Tertiary qualifications (minimum Cert III) in electronics, telecommunications or similar fields.
  • 2+ years of hands-on and proficient experience in product servicing, integration, product testing and customer support.
  • 3+ years of hands-on and proficient experience in wireless and radio communication systems and principles: radios (data/voice), mesh networking, antennas, RF amplifiers, and RF principles, including RF signal propagation, link-budgets, capacity planning, etc.
  • Basic software development skills and experience with C, Python, and Linux shell scripting is desirable.
  • Experience in creating, understanding, and modifying electrical, mechanical, cabling, and similar type drawings and schematics.
  • Competent experience with IP networking, WANs, VPNs, VLANs, routers, switches, video streaming, networking/routing protocols
  • Proficiency in instruments such as spectrum analyser, multimeters, signal generators, and other RF and data network test equipment and testing.
  • Strong verbal and written communication skills to effectively communicate with customers, and internally across the entire organisation.
  • Excellent organisational skills and attention to detail is required as well as proficiency with PC office applications and mobile devices.
  • Must possess an ability to work independently, take initiative, and effectively interact with cross-functional teams and customers.

Other Job Related Information

  • After hours or weekend work may be required to meet reporting or project deadlines
  • General office hours are 8.45am - 5.00pm (Monday to Friday)
  • Availability to attend interstate and international trade shows and other functions such as training courses and customer visits as and when required
  • Needs to fit into the team environment and company culture

If you think you match the above role, please apply in Word document format. PDF is also accepted.

Cleared Recruitment is leading the way for Defence recruitment services, bringing together some of Australia's best talent in ICT, Engineering and business and connecting those with specialised and future thinking Defence industry suppliers to ensure Australia is mission-ready at all times.

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