Technical Support Officer

11 hours ago

Perth, Western Australia Systems Limited - APAC Full time $60,000 - $90,000 per year

The IT/Equipment Support Service Technician will provide Level 1 technical support and maintenance for KIOSKs, ACUS, and Automated Baggage Drop (ABD) machines. The role involves resolving technical issues, conducting regular inspections, maintaining equipment performance, and delivering high-quality customer service.

Responsibilities

  • Perform initial Level 1 troubleshooting and resolution for issues related to KIOSK , ACUS and Automated Baggage Drop (ABDs) machines.
  • Perform regular physical inspections throughout the shift to identify, log, and proactively resolve any issues with equipment or applications.
  • Handle common issues such as paper jams, paper replacements, and minor mechanical errors on KIOSKs, ACUS and ABDs.
  • Serve as the first point of contact for customers and end users, ensuring effective incident triage and escalation to Level 2 support when required.
  • Ensure all incidents and service requests are logged accurately in the ticketing Tool.
  • Adhere to defined Service Level Agreements (SLAs), ensuring timely and quality resolution of all issues.
  • Maintain accurate records of spares and consumables inventory, including usage, replenishment, and tracking.
  • Ensure all safety guards are correctly installed and functioning as intended.
  • Perform both corrective and preventive maintenance to ensure optimal equipment performance and minimize downtime.
  • Provide customer service, combining technical support with communication and soft skills to ensure high levels of passenger satisfaction.
  • Develop and maintain positive relationships with customers by delivering prompt, reliable, and courteous support.
  • Act as a brand ambassador, representing the company's values and commitment to service excellence.

Requirements

  • Bachelor's degree in IT, Electronics, Computer Engineering, Mechatronics, or a closely related technical field.
  • Experience in Level 1 technical troubleshooting for IT or electromechanical equipment.
  • Ability to diagnose and resolve basic hardware, software, and mechanical issues.
  • Strong skills in record-keeping and incident logging.
  • Understanding of preventive and corrective maintenance practices.
  • Ability to work in an customer oriented public service environment and perform routine inspections.
  • Good communication and customer service skills.
  • Ability to escalate issues appropriately and follow SLAs.
  • Experience using ticketing tools is preferred.
  • Reliable, professional, and committed to service excellence.

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