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Form of workThe company
At Sensor Dynamics we supply Licence Plate Recognition (LPR) systems and car park/ground solutions to large & medium businesses based here in Australia and internationally. Being conveniently located in Melbourne's Eastern Suburbs,(Mitcham) means we are close to home. We are a fast-growing company with a passion for excellence and lead the Australian market in this rapidly expanding technology.
An opportunity has arisen for a Technical Support Analyst to provide comprehensive Technical Support to our customers. You will be working with cutting edge technologies in an environment where your troubleshooting skills need to extend from end user hardware support, networking and database related issues and proprietary applications.
The role
The Technical Support Analyst provides customer support on the hardware, software equipment we supply to our clients.
The day to day tasks involved in the role include, but are not limited to:
- Answering phone calls and emails from customers and integrated partners
- Triage cases ensuring that all the relevant information is captured and summarised in an effective manner
- Independently manage support cases based on priority and impact to the customer based on agreed SLA’s
- Troubleshoot hardware and application issues (recreate issues, assess application logs, utilise monitoring tools, investigate data/database) with assistance and guidance where required from Software Developers and Technical Engineers
- Participate in daily/weekly/monthly tasks to support the maintenance of the customer's system & hardware
- Contribute towards the development of a Support Knowledge Base for known issues
- Manage and co-ordinate 3rd party contractors as required to provide onsite support
- After hours on call support - rotating roster
Preferred Skills
The ideal candidate will have a minimum of 2 years’ experience in a similar role with demonstrable expertise in the following:
- Demonstrate extensive customer service experience dealing directly with end users
- A strong passion for customer service excellence
- Well-developed conceptual and problem-solving abilities ensuring attention to detail to resolve customer issues
- Basic knowledge of Routing/IP Networking
- Knowledge of Windows system environments
- A logical approach to technical problem solving and fault finding
- Excellent time management and organisational skills with the ability to prioritise competing demands effectively
- A proven ability to verbalise technical solutions to a non-technical audience
- Experience liaising directly with internal and external clients (e.g. customers, vendors and contractors) with confidence, courtesy and respect
- Excellent Communication skills (i.e. Strong written and verbal English skills)
- Fault finding on remote hardware installations
- Well-developed influencing and negotiation skills across all types of audiences
What we offer….
- Friendly, supportive team environment
- Sensor has recently transitioned all full time staff to a 4 day working week, we believe and support work life balance.
- Encouragement and support to develop and grow with internal and external training and development opportunities
- Regular social events and company gatherings
- Great office environment with
- end of trip facilities if you want to ride or run to work
- games room with pool table, table tennis, computer games and more
- great lunch room and kitchen facilities
- outdoor tables and chairs in private garden
- close to a variety of shops, Eastern Freeway and public transport
Please note this is not an IT role, it is a role based in the helpdesk team. If you are looking for a role within an IT department please reconsider your application. This is a PART TIME ROLE working approximately 20hrs a week.
To apply, please include a cover letter that addresses the skills and personal characteristics described above, in addition to a current CV. Applications should be lodged using the APPLY NOW button.
