Technical Support Engineer

2 days ago

Sydney, New South Wales, Australia Ploy Full time

The
Support Engineer (ADHOC)
plays a crucial role in providing technical assistance to customers, resolving technical issues, and ensuring the smooth operation of our products and services on an as-needed basis. This position is ideal for individuals who prefer flexible working hours and can respond to urgent technical matters as they arise.

We are specifically seeking someone with
Level 2 networking experience
and a
strong background working with Meraki firewalls
.

Key Responsibilities:

  • Technical Support:
    Provide timely and effective technical support to customers and end-users on an ad-hoc basis, addressing queries, troubleshooting issues, and resolving problems to their satisfaction.
  • Issue Resolution:
    Diagnose and resolve technical issues via phone, email, chat, or remote assistance. Accurately document each interaction in the support ticketing system.
  • Escalation:
    Escalate complex technical issues to the appropriate teams or senior engineers when necessary, ensuring timely resolution and minimal disruption to the customer.
  • Customer Communication:
    Maintain clear, professional communication with customers, keeping them informed about the status of their support requests.
  • Product Knowledge:
    Stay up to date with company products and services, expanding technical knowledge to assist customers effectively.
  • Documentation:
    Create and maintain technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
  • Quality Assurance:
    Participate in quality assurance processes to identify recurring issues and suggest improvements for product reliability and usability.
  • Ad-Hoc Support:
    Be available for ad-hoc or on-call support during non-standard business hours, including weekends and holidays, as needed.
  • Customer Education:
    Help educate customers about product features, best practices, and self-service resources.
  • Feedback and Improvement:
    Gather customer feedback and communicate recurring issues to the development and product teams.

Qualifications:

  • Bachelor's degree in a relevant field or equivalent work experience.
  • Proven experience in technical support, customer service, or a related field.
  • Must have hands-on experience with Meraki firewalls.
  • Level 2 networking experience required.
  • Strong problem-solving skills and analytical thinking.
  • Excellent communication and interpersonal skills.
  • Proficiency in using support ticketing systems and remote support tools.
  • Familiarity with relevant software, hardware, and operating systems.
  • Ability to work independently and adapt to a flexible schedule.
  • Willingness to learn and stay updated on emerging technologies.

Preferred Qualifications:

  • Industry certifications such as CompTIA Network+, CCNA, or similar.
  • Previous experience in an ad-hoc or field support role.
  • Familiarity with the company's products or services.

Please note:
This is
ad-hoc work
with varying hours, days, and clients. All qualified Engineers and Technicians are encouraged to apply

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