Technical Support Engineer

About our Client

Our client has been developing point of sale (POS) software and payment solutions since 2006 and is an Australian market leader in delivery of end-to-end software, hardware, payment and integration solutions for the Hospitality industry. Their services include all hospitality venue types including high-end restaurants, wineries, bars, pubs, hotels and bottle shops. Our client remains a fast and nimble business that moves quickly to provide innovative solutions, including their own payments platform designed to enhance the customer experience at every touchpoint. They now provide a one-stop-shop POS and Payments solution allowing us to eradicate outdated monthly fees.

About Teamified

Teamified is a talent partner helping companies build exceptional remote teams across IT, software, product, and digital innovation. We collaborate with leading enterprises and fast-scaling tech businesses worldwide to help them access world class talent and accelerate growth. With operations across the globe our mission is to make building high performing global teams simple, fast, and cost-effective. Teamified has hundreds of clients with more than 200 engineers, testers, product managers, designers, and technology experts delivering impactful solutions every day

About the Role

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

1. 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

1. 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

1. 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
Attributes & Qualifications
Required Skills & Attributes
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

Qualifications

• 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

If you possess the required skills and are eager to contribute to our team's success, we encourage you to apply for this exciting opportunity. Apply now!

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