AddressIf you do not have solid experience in radio technology - Analog radio, digital radio - DMR and, or P25, TETRA - Then please do NOT apply for this role.
We are currently seeking team members with solid radio experience.
Thank you
Omnitronics is a world leader in providing advanced communications (Radio Dispatch) technology to support vital industries like resources, ports, emergency services, and more.
We are seeking a Senior Technical Support person. The ideal candidate will be working full-time as part of a small but highly effective team, reporting to the Services and Support Manager.
Your key focus and responsibility will be attending to incoming queries, requests, and issues, ensuring clients get a quick response, and system integrators get all the required information they require to provide effective support. You will provide fast level 1 to level 2 first and second line support on Omnitronics software and hardware. This will also include the processing of hardware return requests, internal IT related request/support, and administrative project tasks.
The Responsibilities:
- Provides first- and second-line support on Omnitronics solutions (software or hardware products), guaranteeing fast level 1 to level 2 support.
- Follow ticket movements, assisting and/or reminding ticket assignees to providing updates to clients, as well as setting expectations with customers for timeframes and priorities.
- Manage the escalation of support tickets to system integrators and support engineers.
- Participate in the rostered Global 24/7/365 Support Standby schedule to ensure support availability.
- Assisting in the processing of hardware return requests (RMAs) and internal IT related request and or support.
- Maintain team member and customer data.
- Provide administrative support to the project team and ensure project related activities are up to date.
- Provide weekly, monthly, and quarterly reports, giving insights into the support ecosystem.
- Monitor the performance of services against service level agreements (SLAs), recommending performance improvements.
- Track satisfaction levels of provided support received from clients.
- Review Jira Helpdesk operations (i.e. processes and workflows) on an ongoing basis, looking for improvement areas.
- Assist in company security compliance, as stipulated in client S&M agreements.
- Add value, to the organisation, by providing a professional, competent, consistent, efficient, and friendly engagement with clients, to ensure happy, lifetime clients.
- There might be times when additional duties and/or responsibilities are required. (For example; installation services - remote and, or on-site).
About You:
- Demonstrated Experience with helpdesk/service desk ticketing systems.
- Experience in radio (Analog, DMR or P25 or TETRA) essential.
- Excellent problem solving and well-developed theoretical and analytical skills, including the ability to provide innovative solutions to resolve problems and issues.
- The ability to manage, prioritise, and track multiple responsibilities.
- Windows OS and Microsoft 365 proficient.
- Effective communication and interpersonal skills.
- Ability to work in a team environment.
- Dedicated team player with ability to multi-task.
- Well organised with high attention to detail.
- Willing to travel if required, though this would be minimal initially
The Perks:
- Helpful & friendly culture
- Flexible working arrangements
- Central Perth location at Omnitronics Global HQ
- 2 Wellbeing (Mental health) days per year
- Monthly Omni BBQ
- Regular, fun team events, plus opportunities to participate in charity events
- Scope for travel - domestic and international
- Opportunities for growth
This is a great opportunity to challenge yourself in a very varied role with one of Australia's dynamic technology companies operating in the global marketplace.
If you are looking for an employer who truly cares, then look no further: More than 50% of Omnitronics team members have been with the organisation for 10 or more years.
Only shortlisted candidates will be contacted.
No job agencies please.
