At a Glance
- Tasks: Provide advanced technical support and resolve complex customer issues.
- Company: Join Engagis, a leading Australian tech company known for innovation.
- Benefits: Enjoy career growth, continuous learning, and a supportive team culture.
- Other info: Be part of a dynamic environment with opportunities for personal and professional development.
- Why this job: Make a real impact in digital engagement while developing your technical skills.
- Qualifications: Diploma or higher with 2+ years in technical support; NetSuite experience is essential.
The predicted salary is between 79826 - 97565 $ per year.
As a Level 2 Technical Support Analyst, you will ensure to provide excellent customer service, assist escalations, client engagement, product and solutions analysis, and aim to meet service level agreements and fast resolution of cases. You will be responsible for providing advanced technical support and operational oversight for ICT systems and integrated digital solutions.
The role acts as an escalation point for complex issues, performs root-cause analysis, supports system reliability, and contributes to continuous improvement across support operations.
Benefits
- Benefit from career growth opportunities within a growing Australian tech company.
- Be part of a collaborative and supportive team culture.
- Enjoy opportunities for continuous learning and technical skill development.
Tasks & Responsibilities
The Level 2 Technical Support Analyst shall be responsible for, but not limited to, the following:
- Provide Level 2 technical support by assisting with incidents escalated from Level 1 and ensuring timely resolution in line with service expectations.
- Manage support cases through NetSuite, ensuring all communication, troubleshooting steps, and updates are accurately recorded.
- Monitor the support queue, prioritising cases based on urgency and customer impact.
- Coordinate onsite or remote support activities, including scheduling field technicians when required.
- Liaise with customers to clarify issues, provide updates, and ensure a positive support experience.
- Diagnose and resolve customer issues across software, hardware, network, and content layers, including applications, media players, displays, peripherals, and connectivity.
- Perform root cause analysis and structured investigations to identify underlying causes of recurring incidents and assist in recommending corrective actions.
- Conduct software and hardware testing, validating fixes, enhancements, and system stability to confirm reported issues and validate resolutions.
- Provide feedback to internal teams on recurring issues, customer pain points, and opportunities for service improvement.
- Support the preparation and staging of equipment for customer deployments, ensuring devices are labelled, documented, and ready for installation.
- Perform proactive system monitoring and diagnostics to identify potential issues and prevent service disruptions.
- Implement preventative maintenance actions to improve system reliability and reduce repeat incidents.
- Liaise with vendors and third-party suppliers to elevate issues, coordinate resolutions, and validate outcomes.
- Monitor and support SLA performance, ensuring incidents and requests are managed within agreed service targets.
- Coordinate with warehouse and deployment teams regarding support spares, stock availability, and staging requirements.
- Provide onsite and remote technical support when required, including approval and coordination of field technician visits.
- Review and validate technical quotes and change requests, ensuring accuracy and alignment with customer requirements.
- Prepare and maintain support documentation, including troubleshooting guides, incident reports, test results, staging records, and knowledge base articles.
- Assist with preparing periodic operational and performance reports to support service monitoring and improvement initiatives.
- Contribute to process improvement initiatives, including reviewing workflows, compliance, and tagging accuracy.
- Assist with training and proficiency checks for Level 1 support staff to improve support capability and quality.
Qualification & Experience
Diploma or higher in Technical Support customer contact centre environment experience. Minimum 2 years of work experience in a similar role. Experienced with NetSuite CRM system - IS A MUST. Familiar and competent with quality management and systems. Experienced with supporting and staging media players, digital signage, and AV equipment. Experience in giving constructive input to colleagues regarding the quality and outcomes of their work.
About Company
Engagis delivers personalised digital experiences to customers anytime, anywhere. From interactive digital signage, catalogues, and self-service solutions to innovative digital marketing activations, get in touch to explore our solutions and delight your customers. Engagis has built an exceptional reputation in the digital engagement and AV industry for delivering truly amazing transformation projects with leading brands while maintaining an incredibly high standard of quality & accountability. We're able to do this because we truly care for our most valuable asset - our people. We are a significant player in physical digital retail customer engagement, and you'll want to have us in your resume. Both for our reputation and your own career growth and development.
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