Broadcast IT Support Engineer - Cloud & Client Focus

Work Initiatives; Sydney; On-site; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Job summary

Work Initiatives in Sydney, Australia, seeks an experienced Technical Support professional to provide immediate and effective technical support for clients, diagnose and resolve issues, and maintain high client satisfaction across Saga, Mimir and Fonn Group products.

You will own APAC support tickets and feature requests, create dashboards, collaborate with product teams, conduct client training, and participate in presales discussions to showcase product capabilities.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (preferred but not required).
• Experience in a customer facing role, preferably supporting cloud-based applications and broadcast workflows/tools.
• Deep understanding of cloud technologies, software systems, networking and their relation to broadcast environments.
• Strong troubleshooting skills with a methodical approach.

Responsibilities

• Provide immediate and effective technical support for clients.
• Identify, diagnose, and resolve technical problems with minimal downtime.
• Maintain high levels of client satisfaction and foster long-term relationships.
• Proactively communicate product updates and best practices to clients.
• Gather feedback to drive continuous product/service improvement.
• Collaborate with product teams to communicate client needs and feedback.
• Conduct training sessions on product features and best practices.
• Own APAC support tickets and feature requests; create dashboards and overviews.

Skills

Problem-Solving Skills

Customer-Centric Mindset

Technical Proficiency

Effective Communication

Adaptability

Team Collaboration

Education

Bachelor's degree in Computer Science/Information Technology or related field

Tools

Saga

Mimir

Fonn Group

Job description

Work Initiatives in Sydney, Australia, seeks an experienced Technical Support professional to provide immediate and effective technical support for clients, diagnose and resolve issues, and maintain high client satisfaction across Saga, Mimir and Fonn Group products.

You will own APAC support tickets and feature requests, create dashboards, collaborate with product teams, conduct client training, and participate in presales discussions to showcase product capabilities.