We are currently looking for a Tier 1 Support Engineer for a permanent opportunity to join a commercial entity based in Brisbane CBD to ensure seamless operation of their SaaS product. In this role you will be responsible for providing first-level technical support for their Cloud systems (AWS) and SaaS products to be deployed in mining operations. This role involves base troubleshooting and technical issue resolution, then co-ordination and management of more complex situations that require escalation.

Resposibilities:

• Provide first-level technical support for Cloud systems/SaaS products
• Respond to and manage customer inquiries and issues.
• Diagnose and troubleshoot base hardware and software problems.
• Escalate complex issues to Tier 2 support or relevant departments.
• Monitor system performance and ensure optimal functionality.
• Document and track support requests and resolutions.
• Assist in the installation and configuration of relevant devices.
• Conduct routine maintenance and updates on relevant s systems.
• Collaborate with the engineering team to improve system reliability.

Required experience:

• Minimum of 1-2 years of experience in a technical support or customer service role, preferably in the technology or mining industry.
• Understanding of mining operations and the specific challenges faced in this industry.
• Proficiency in diagnosing and resolving hardware and software issues
• Experience using remote support tools and software to assist customers and troubleshoot issues.
• Excellent verbal and written communication skills to effectively interact with customers and team members.
• Strong analytical and problem-solving skills to identify and resolve technical issues efficiently.

Please apply now to have your profile reviewed or contact Mats Rorvik on [email protected] with an updated CV