Tier One Support Engineer

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.