Service Delivery & Operations Engineer

  • 299 Toorak Rd, South Yarra VIC 3141, Australia
  • Full-time

Company Description

Damstra Technology is an Australian-based provider of integrated workforce management solutions to multiple industry segments across the globe. We develop, sell and implement integrated hardware and software-as-a-service (Saas) solutions in industries where safety and compliance are of utmost importance. We are dedicated to providing unique solutions to exceed our customers’ expectations as protecting lives is the ethos that runs true in everything that we do.  

With a presence across Australia, New Zealand, Southeast Asia and US, we have grown exponentially over the last couple of years after listing on the ASX three years ago. We are entering a new phase with great energy and excitement and see this as a year of continued evolution and transformation.

Welcome to join us as we are going through a period of significant and exciting change which presents huge opportunities ahead!

Job Description

Based in Damstra Melbourne office and report to the Service Delivery team Lead, this is a customer centric position where you will oversee configuration, testing, troubleshooting and incident management of technical queries, system errors in relation to Damstra’ s hardware and software that are supplied to our customers and clients.

You will support, both physically and remotely, our customers and clients to diagnose and troubleshoot network devices issues in both Damstra and client network infrastructures.

Other responsibilities include but not limited to,

  • Document technical procedures and guides.
  • Liaising with internal and external parties for support on incidents, following process to ensure that incidents are actioned in a timely manner, clients remain updated, and progress is tracked.
  • Level 1 and Level 2 troubleshooting, diagnosis and resolution of incidents that are reported to the service desk. In cases where incidents cannot be resolved in a timely manner, escalate incidents to the appropriate team for actioning.
  • Participating in 24/7 on-call roster on a rotating basis. When necessary, travel to client sites, interstate and internationally as required.

Qualifications

To be successful in this role, you will have good communication skills with the ability to work autonomously and handle multiple high priority tasks simultaneously. You can prioritise and organise tasks in a fast-paced environment where priorities often change and need to be reassessed.

You have a service-oriented approach, able to establish and maintain good relationship with our customers and clients. Pre-existing IT helpdesk service experience or field technical support experience with demonstrated knowledge of ITIL, Networking, IT Hardware, Mobile Device Management and Microsoft SCCM Technologies will be highly desirable.

People see you being supportive and caring with high-level skills in incident analysis and problem solving.

Additional Information

What we offer:

We are a diverse, inclusive, collaborative and transparent organization and live and breathe our core values. Damstra Technology is an organisation that is proud of its great people. We believe in the opportunity to recognise and develop great talent and offer many diverse opportunities for career advancement.

This is a great opportunity to join a friendly and supportive team, and we offer career development and continuous learning as well as competitive salary to the right candidate.

Sounds like a right fit? Please follow the prompt to apply online and we’d like to hear from you.

Damstra Technology is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.

Damstra Technology is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, or any other status or characteristic protected by applicable law.

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