ICT Support Engineer

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

Technical Support: Offer immediate and effective technical support for clients,

Issue Resolution: Identify, diagnose, and resolve technical problems, ensuring minimal downtime and disruption for clients.

Client Satisfaction: Work to maintain high levels of client satisfaction, fostering long-term relationships.

Proactive Communication: Keep clients informed about the latest products, updates, and best practices to optimize their use of Saga, Mimir and Fonn Group products.

Feedback Collection: Actively gather and analyze client feedback to drive continuous improvement in our product and service offerings.

Knowledge Sharing: Contribute to the creation and maintenance of support documentation, and share knowledge with clients through educational content.

Collaboration with Product Teams: Work closely with the product development teams to communicate client needs and feedback, influencing future product enhancements.

Customer Training: Conduct training sessions for clients on product features and best practices, ensuring effective adoption and usage.

Retention and Loyalty: Implement strategies to enhance customer loyalty and prevent churn.

Presales activities: Participation in technical discussions and demonstrations of the product for potential customers.

Ownership of the APAC support tickets and feature requests: Creating dashboards and overviews of the current state of the outstanding customer topics.

Core Competencies:

Problem-Solving Skills: Ability to quickly diagnose and resolve complex technical issues.

Customer-Centric Mindset: Passion for delivering exceptional customer service and support.

Technical Proficiency: Strong technical background in on premise and cloud computing (AWS, Azure, GCP), and networking principles.

Effective Communication: Excellent written and verbal communication skills, with the ability to explain complex technical concepts in a clear and concise manner.

Adaptability: Flexible and adaptable to meet the evolving needs of customers and the organisation.

Team Collaboration: Ability to work collaboratively with cross-functional teams, sharing insights and feedback to improve products and services.

Requirements:

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 as well as an understanding of traditional broadcast workflows and tools.

Deep understanding of cloud technologies, software systems, networking and their relationship to broadcast television and production environments.

Strong troubleshooting skills, with a methodical approach to problem-solving.

Experience with customer support tools and systems.

Ability to work flexibly in a dynamic, fast-paced environment.

Extensive backend experience with newsroom or media asset management platforms (Saga strongly preferred).