Support Engineer

TRANSFORMING THROUGH TECHNOLOGY

Our Purpose

We transform the way people operate and interact with public venues, places, and major events.

Our Role

Digitise Australian’s most known and recognised brands.

POSITION OVERVIEW

The Support Engineer will monitor and action all open operational incidents to ensure SLA’s are achieved while maintaining a customer centric mindset.

RESPONSIBILITIES

•Be a point of contact for incoming technical support requests via email and phone

• Have a real customer focused attitude by delivering a high-level of customer service, which is proactive, cooperative, and dependable by analysing user needs, issues and developing an ongoing rapport with clients

• Ensure adherence to continuous Workplace Health and Safety culture

• Understanding, maintaining, and monitoring IT requests via the company ITSM (Ivanti)

• Remote device support and configuration using a various methods and applications

• Potential involvement in project works

• Take ownership of assigned issues and the management of incidents/requests through to resolution

• Perform on an ad-hoc basis installations, configuration & maintenance PC hardware and software

• Assist with support of system hardware lifecycle management and software release

• Ensuring all required build and operational documentation is accurate and update as required

• Ensure internal documentation and asset management is current & up to date

• Attend remote sites for on-site support and consulting on an ad hoc basis

• Provide after-hours monitoring and alerting support to our premium service customers via a rotating roster

• Working hours are in a managed flexible roster as mutually agreed

KNOWLEDGE, SKILLS & EXPERIENCE

• Previous experience in IT help desk & retail / hospitality operations

• Analytical skills, with strong attention to detail

• Experience managing multiple tasks and delivering results in an agile environment

• Outcome and solutions focused

• Excellent communication skills and able to manage stakeholders at all levels

• Collaborative approach to problem solving

• A sound knowledge of Information and Communication Technology (ICT) and its use in business processes

• A comprehensive understanding of ITS and support service best practice methodology, such as ITIL and application to hardware & applications; monitoring and logging of supported services to ensure SLA compliance

• Window Embedded PC hardware fault diagnostic and resolution skills

• Understanding of networking technologies and principles (Switching, routing, firewalls, VPN’s etc)

• Understanding of relevant industry protocols (HTTP/HTTPS, TCP/UDP, RS232, etc)

• Understanding of audio visual and digital media devices, protocols and formats (LCD, LED, HDMI, VGA, DVI, h.264, etc)

This is a casual position with opportunities for growth within PMY's digital signage, display, creative content, and experiential company, TechMedia. The role will be based in the Caringbah office in Sydney. We strive to build a team that reflects the diversity of the communities we work in. We welcome and encourage applications from traditionally underrepresented groups in the technology industry, including women, older people, people with a disability and First Nations peoples.

PMY and TechMedia reserve the right to close this position early if a suitable candidate is found.

All applications will be treated as confidential.