Junior SaaS Support Engineer

Maintenance Experts; Brisbane; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

Modern Brisbane office

Ongoing training

Team socials

Job summary

Maintenance Experts in Brisbane's Fortitude Valley is seeking a customer-focused technical support specialist to help clients using MEX software via phone, email, and Microsoft Teams. You will diagnose software issues, run SQL queries, and work with our Product and Development teams to resolve problems.

The role requires a Diploma or Bachelor's in CS/IT and at least 1 year in SaaS or application support. Hybrid work after probation, ongoing training, and a collaborative team culture are offered.

Qualifications

• Diploma or Bachelor's degree in Computer Science, Information Technology or a related discipline.
• Minimum 1 year of experience in a SaaS support, application support, helpdesk, implementation or technical support role.
• Experience working with SQL Server and writing basic SQL queries.
• Exposure to scripting technologies such as PowerShell, SQL scripts or batch scripting.
• Strong customer service and communication skills.
• Understanding of Windows operating systems and general networking concepts.
• Strong analytical and problem-solving skills.
• Ability to communicate technical concepts clearly to non-technical users.

Responsibilities

• Provide first-line support to customers via phone, email and Microsoft Teams
• Troubleshoot software, configuration and user issues
• Investigate customer enquiries using SQL queries and application logs
• Perform scripting and technical troubleshooting tasks
• Record, manage and update support requests through Zendesk
• Escalate complex issues to senior support staff or Development teams where required
• Assist with testing fixes and validating resolutions
• Work closely with cross-functional teams to ensure timely and effective solutions for our clients
• Maintain accurate and detailed support documentation, customer records, and knowledge base resources, ensuring all information remains current and up to date

Skills

Customer service

Communication

Analytical skills

Problem solving

Team collaboration

Documentation

Scripting concepts

Education

Diploma or Bachelor’s degree in CS/IT

Tools

SQL Server

PowerShell

Zendesk

Microsoft Teams

Windows OS

Job description

Maintenance Experts in Brisbane's Fortitude Valley is seeking a customer-focused technical support specialist to help clients using MEX software via phone, email, and Microsoft Teams. You will diagnose software issues, run SQL queries, and work with our Product and Development teams to resolve problems.

The role requires a Diploma or Bachelor's in CS/IT and at least 1 year in SaaS or application support. Hybrid work after probation, ongoing training, and a collaborative team culture are offered.