[Hiring] Technical Support Engineer @Teamified

Role Description

The Support Technician is responsible for delivering high-quality remote support to our Clients Solutions, ensuring timely issue resolution, maintaining service excellence, and minimizing disruption to client operations. The role also involves performing proactive system tasks, including software upgrades and maintenance activities during assigned shifts.

Key Responsibilities

• Support
  • Act as the first point of contact for clients via phone, SMS, email, and chat
  • Troubleshoot POS-related issues in line with internal processes and guidelines
  • Maintain professional and clear communication while adhering to SLAs
  • Resolve Level 1 support issues and escalate complex cases to Level 2 or management
  • Log, prioritize, and manage tickets accurately in the system
  • Maximize first-call resolution to reduce repeat issues
• Escalation & Handover
  • Escalate critical issues and customer complaints promptly
  • Provide detailed shift handover notes to the incoming team
  • Document all incidents, resolutions, and pending issues clearly
  • Coordinate with Melbourne team and other internal teams for escalations
• Customer & Operational Support
  • Provide basic guidance and training to customers when required
  • Identify and assist with sales orders for hardware/software needs
  • Collaborate effectively with team members across different time zones
  • Participate in training and professional development initiatives
  • Uphold company values and deliver a high standard of customer service

Qualifications

• Strong Level 1 technical knowledge (software, hardware, networking)
• Ability to work independently with minimal supervision
• Excellent English communication skills (verbal and written)
• Strong analytical and problem-solving skills
• Ability to multitask across multiple systems efficiently
• High attention to detail and strong time management
• Calm and composed under pressure in critical situations
• Self-motivated and proactive mindset

Requirements

• Certificate or Diploma in Information Technology (preferred)
• Prior experience in helpdesk or technical support roles is advantageous

Benefits

• Flexibility in work hours and location, with a focus on managing energy rather than time.
• Access to online learning platforms and a budget for professional development
• A collaborative, no-silos environment, encouraging learning and growth across teams
• A dynamic social culture with team lunches, social events, and opportunities for creative input
• Health insurance
• Leave Benefits
• Provident Fund
• Gratuity