Remote Support Technician

MineWare, a Komatsu company, develops world-leading monitoring and automation systems for ground engagement equipment globally. We are seeking a Remote Support Technician to join our global head office in Milton.

Reporting to the Global Support Manager, this role is tasked with:

  • Providing 1st and 2nd level support call handling for MineWare products to ITIL or similar framework standard.
  • Hardware troubleshooting
  • Network troubleshooting
  • Coordination with remote and field support teams.
  • Monitoring Mineware products and internal IT systems
  • Negotiating time frames for support resolution with clients.
  • Managing support tickets and ensuring accurate and timely information recorded in internal systems
  • Performing QA and providing feedback on Support delivery processes.
  • Learning and understanding technical architecture and components of Mineware products
  • Working directly with project delivery teams globally

The successful candidate will be:

Flexible to work a rotational roster that will include day, night and weekend shifts.

A strong communicator with proven client liaison skills, you will have extensive experience in:

  • Windows Operating Systems and Networking including:
    • User security and rights management
    • Windows7 and Windows 2008+ server technologies
  • Application setup and maintenance
  • Remote support delivery tools
  • Understanding Firewall, NAT and Routing rules
  • Basic network diagnostics
  • Basic Microsoft SQL Server and Transact-SQL
  • Support Ticketing (Connectwise desirable)

Experience in support delivery to international locations, or Spanish language skills would be an advantage.

Do you have a passion for technology, hardware diagnosis, and troubleshooting, basic project management experience, and enjoy taking ownership of ensuring world class solution delivery?

Your personal attributes include:

  • Leadership skills
  • Team Player
  • Self-motivation
  • Attention to detail and taking ownership of tasks to completion.
  • Strong time management skills with ability to balance work priorities
  • Calm disciplined approach to conflict situations
  • Only Australian residents and people allowed to work in Australia should apply.

Apply now

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