IT & Tech Jobs

Job Title: Tier One Support Engineer

Company: Collaboro

Location: Sydney based with significant remote and flexible

Position Overview: Collaboro is seeking a Tier One Support Engineer to join our dynamic team. As a Tier One Support Engineer, you will be responsible for providing exceptional technical support to our clients, ensuring their issues are resolved promptly and effectively. You will serve as the first point of contact for all customer inquiries and technical concerns, utilizing your expertise to troubleshoot problems, escalate issues when necessary, and deliver superior customer service. This role requires a proactive and detail-oriented individual with excellent communication skills and a passion for technology.

Responsibilities:
• Serve as the initial point of contact for customer inquiries and technical support requests via email, phone, or ticketing system.
• Provide timely and effective troubleshooting assistance to resolve customer issues related to the Collaboro DAM platform.
• Diagnose and escalate technical issues to the development team as needed and manage the issue through resolution.
• Document all customer interactions, including troubleshooting steps and solutions, in the support ticketing system. Additionally update support documentation, including knowledge base articles and user guides.
• Collaborate closely with other support team members to share knowledge and best practices for problem resolution.
• Proactively identify and communicate recurring technical issues with the development team for resolution and process improvement.
• Continuously update and expand technical knowledge through training, self-study, and hands-on experience with the Collaboro platform.
• Operational data logistics and activities - supporting customer asset onboarding, tagging and HDD logistics – including hands on data-centre action (North Ryde and North Sydney).
• Manage the daily operations of the digital asset management platform, ensuring that all assets are correctly uploaded, tagged, and stored on the platform (and archived).
• Implement and manage IT services in line with ITIL framework, to ensure high-quality IT support and service delivery.
• Proactively monitor and manage network performance, ensuring system availability and reliability across both LAN and WAN.
• Perform network maintenance and system upgrades including patches, hot fixes and security configurations.
• Data Centre migration of hardware and ongoing management, overseeing server hardware, software, and associated infrastructure.
• Ensure identity, problem, and change management processes are executed effectively.
• Provide expert technical support directly to customers, including troubleshooting issues, guiding users through corrective steps, and ensuring a high level of customer satisfaction.
• Document IT procedures, configurations, standards, and customer interactions to ensure continuity and quality of service.
• Provide regular reporting to the CTO.
• We are looking for a process driven mindset with familiarity of scripting languages such as PowerShell and Bash to automate tasks and streamline operations, Knowledge of SQL and database management would be highly regarded.

Requirements:
• Proven experience in a technical support role, preferably in a SaaS or software company.
• Strong understanding of digital asset management concepts and technologies.
• Proficiency in troubleshooting software applications and technical issues, with excellent problem-solving skills.
• Experience with ticketing systems (JIRA) and CRM software (Hubspot).
• Excellent written and verbal communication skills, with the ability to effectively communicate technical concepts to non-technical users.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Experience with DAM systems or related technologies.
• Experience in managing day to day Data Centre hardware, networking and operations,
• Working knowledge of operating systems such as Linux and Windows,
• Proven scripting experience in Powershell and Bash,
• Experience in software patching and management,
• Knowledge of SQL and database management,
• Certifications or working experience in service management frameworks (e.g: ITIL).

Benefits:
• Very competitive salary depending on experience and background.
• Work from home/remotely and flexible hours, 100% remote if preferred.
• Relaxed full office environment in North Sydney, close to everything, for the times you want to have extreme connectivity and workmates around you.
• We believe vehemently in a sustainable work/life balance and flexibility - we’re all adults here and it’s about outcome so tell us what you need to make it work for you.
• Establish yourself in the leading edge of disruptive technology companies that are driving and responding to rapid industry change.

Equal Opportunity Employer: Collaboro is an equal opportunity employer and is committed to diversity in the workplace. We encourage individuals from all backgrounds to apply.

Permalink: Tier One Support Engineer

Join our team!
You'll work across different platforms providing onsite helpdesk, level 2 and level 3 technical support to NIDA staff and students, with IT Systems implementation and maintenance as required.

About You
Essential:
• Overall understanding of IT systems, hardware, and software.
• Technical Understanding
 Cloud Technologies – Azure Admin Portal & Office 365 Admin Portal
 Server operating systems (Linux Server, Windows Server) – Build and Manage
 Desktop operating systems (Windows 10, OSX) – Build and Manage SOE
 Active Directory, DNS, DHCP, RADIUS
 Network switching, Wi-Fi, routing, and firewalls.
 Experience with servers and storage arrays.
• Communication
 Demonstrated commitment to providing excellent customer service with experience to assistance to our stakeholders through our NIDA Helpdesk
 Proven ability to communicate technical information and impart technical knowledge to a non-technical audience e.g., students and clients.
• General
 High level of attention to detail in work and documentation approach
 Relevant IT educational Degree and/or certification
 Information Security principles and practices
• Has a working with Working with Children Check or ability to show a valid check prior to starting.
• Previous experience in a similar role.

Desirable:
• Mobile Device Management – Intune & JAMF (Administrator Level Experience)
• Experience in a not for profit and/or government or educational environment.
• Interest in the performing arts.

Please download the full position description for more information about this role from our website https://www.nida.edu.au/about-nida/careers

About the role
This is a full-time 2-year contract. The base annual salary range is $92,674+ 11% Superannuation, based on a 38-hour working week.

Please include the following in your application
1. A cover letter that demonstrates your understanding of and capacity to undertake the role, including your ability to meet the selection criteria.
2. Your C.V. including two referees who can comment on your professional experience.

Please note
You are required to have the right to live and work in Australia to apply for this role. This role is not suited to a working holiday visa holder.
A valid Working with Children Check for NSW is essential. Having one or being willing to get one and to support and implement NIDA's Child Safe Strategies is necessary to undertake this role.

Closing Date
5:00pm, Friday 19th of April 2024. Only applicants who are shortlisted for interview will be contacted.

How to apply
To apply and for further information about this role, including a full position description, please visit NIDA’s website: https://www.nida.edu.au/about-nida/careers

Further information
For a confidential discussion about this role, please contact [email protected]


As part of NIDA's commitment to equity and inclusion, we strongly encourage applications from people who identify with historically excluded communities such as First Nations, culturally and linguistically diverse, LGBTQI+ and people with disability. All applications will be considered without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

The National Institute of Dramatic Art (NIDA) is Australia’s premier training ground for future leaders and practitioners in the dramatic arts. Located at Kensington in Sydney, it is a Centre of excellence in education and training. NIDA is unique in the world for its practice-based and industry-relevant training in the range that it offers which includes Acting, Design, Costume, Properties and Objects, Technical Theatre and Stage Management, Scenic Construction, Writing for Performance, Directing and Cultural Leadership.

Permalink: Systems Engineer

* Reporting to the Head of Production and Development
* Key role working to achieve outcomes for the South Australian game development industry
* Game development industry experience essential
* Part Time role 0.6 FTE
* Salary $88k (pro rata) + superannuation

Established in 1972, the South Australian Film Corporation (SAFC) is South Australia’s leading screen authority and investment body, supporting the development, growth and promotion of the state’s screen production sector.

As the most experienced screen agency in Australia the SAFC focuses on supporting, positioning and championing South Australian screen businesses to achieve creative excellence and prosperity, contributing to a robust South Australian economy and creative vibrancy through production of a diverse slate of screen projects – from films and TV series to video games and more.

Reporting to the Head of Production and Development, the Game Development Executive works within the SAFC’s Production and Development team to facilitate the growth of the South Australian game development sector.

We are seeking someone with extensive industry experience in game development to provide strategic advice for the further development of South Australia’s game industry, and to create new opportunities and initiatives for the game development sector.

Based chiefly at the Adelaide Studios Precinct at Glenside, the Game Development Executive will project manage the SA Video Game Development Rebate program within a grants management framework, and will be the first point of contact for South Australian game developers, studios, and businesses within the video game ecosystem when engaging with the SAFC for support.

The ideal candidate will have a substantial knowledge of the local, national, and international game development sectors, and strong connections within the South Australian game development community in particular. You will have high attention to detail, excellent communication and stakeholder management skills, and the ability to think strategically and identify opportunities to advance SAFC strategic objectives.

APPLICATIONS CLOSE 14 MARCH

For more information and to apply go to https://www.safilm.com.au/work-for-safc/

Permalink: Executive, Game Development