Support Engineer

• Work closely with both the Technology and Business teams to co-create the best working environment
• Participate in projects that strategically align with company initiatives - focusing on driving self-service, automation and strategic solutions
• Deliver a delightful experience to customers of Athena Workplace Technology by owning support requests and incidents
• Experiment and design the best experience for staff using the latest Apple hardware with collaboration tools like Miro, Slack, Microsoft 365, Atlassian products and Zoom
• Identify support areas for improvement and improve Athena’s end-user experience
• Become a subject matter expert (SME) in the technologies that drive highly collaborative and agile workforces
• Share knowledge with the rest of the Athena Team by delivering engaging and valuable education sessions

Technical Support Engineer

• Provide first-line support to employees, troubleshooting hardware and software issues.
• Maintain network systems and implement IT solutions to enhance operational efficiency.
• Support 5 sites in Southeast Melbourne.
• Focus on simplification and root cause analysis and remediation in help desk support.
• Troubleshoot, diagnose, and resolve technical hardware and software issues.
• Assist with setup and support of network systems, including LAN/WAN, Wi-Fi, VPNs, and other networking equipment.
• Install, modify, and repair computer hardware and software.
• Support factory-based computers in line with safety and quality policies.

IT Support Analyst

• Provide exceptional end-to-end support for issues related to account upgrades, provisioning, and the Provisioning Asset Group (PAG)
• Apply advanced troubleshooting techniques and utilize AI-powered diagnostic tools to identify root causes and resolve escalated cases from incoming support channels
• Own customer issues via engineering interface to resolve technical bugs and influence the product development roadmap
• Utilize a broad technical toolkit including Salesforce, Jira, SQL, browser developer tools, and internal Docusign proprietary logging systems
• Use AI-driven text analysis and log-parsing tools to identify high-impact opportunities for product improvement and customer experience enhancement
• Promote Docusign products and services through consultative evaluation of customer needs and service requirements
• Partner with cross-functional teams, including Product, Engineering, and Account Management, to ensure alignment on customer success plans
• Meet and exceed Docusign Customer Support service level goals and KPIs
• Develop and deliver technical training and documentation to support enablement for both internal teams and customers

Provisioning Support Engineer

• Taking lead on customer escalations in all regions, providing regular updates to the customer base on timelines for resolution and resolution path.
• Liaising with Collibra developers, product managers, and other experts to resolve complex product issues regarding Collibra products and related third-party products.
• Providing structured enablement on technical topics and new features by conducting training sessions and contributing to the knowledge-base.
• Leveraging and promoting an understanding of advanced technologies, best practices and user requirements to create and recommend innovative solutions.
• Participating in the on-call rotations when needed to ensure severe issues get addressed as soon as possible.
• Managing/executing a diverse set of tasks as a technical leader of the Global Support organization.

Enterprise Customer Support Engineer

• support the delivery, administration, and operation of operational systems projects
• provide ongoing end-user support, including level two troubleshooting
• assist with ad-hoc reporting, data analysis, and end-user training
• design, implement, and commission innovative solutions to improve data availability, analysis, and reporting
• prepare clear and accurate project documentation to support successful delivery
• provide ongoing support for operational and data systems at Greenbushes (site)
• troubleshoot and resolve issues on-site when required
• coach and train end-users in data applications, dashboards, and reporting tools
• develop and implement user-friendly dashboards and reports that deliver actionable insights
• collaborate with site teams on new projects requiring data systems integration
• support commissioning, handover, and troubleshooting for IST projects and components within larger initiatives

Data Support Analyst

• Provide hands-on technical support and contribute to the successful rollout of new devices across the organisation.
• Support deployment of new devices to users
• Assist with rollout of Windows 11 hardware and EUC initiatives
• Deliver timely and high-quality technical support to user enquiries
• Troubleshoot and resolve issues in collaboration with support teams
• Conduct testing of system updates, fixes, and enhancements
• Maintain accurate records using systems such as ServiceNow and asset registers
• Provide both onsite and remote support to stakeholders.

Technical Support Officer – EUC

• Report to the Support Manager as a Technical Support Engineer.
• Be the trusted point of contact for WalkMe's portfolio of customers, from the point of sale through onboarding, project success, and renewals.
• Deliver prompt and effective solutions to customers, meeting Service Level Agreements (SLAs) and achieving high customer satisfaction.
• Actively contribute to the knowledge base and customer community to enhance the overall customer experience.

• Provide excellent 24/7/365 real-time monitoring and troubleshooting of our network and sensor performance.
• Log and update technical queries in an accurate and timely manner in line with procedures.
• Ensure timely resolution of customer queries within a defined time period while maintaining customer satisfaction.

Customer Support Technician, NOC

• Respond to client enquiries, troubleshoot technical issues, and deliver timely resolutions
• Manage incidents and service requests, escalating where required
• Follow Incident and Problem Management processes to ensure service quality
• Maintain accurate time entries and meet agreed Service Level Agreements (SLAs)
• Work collaboratively within the Support Team to ensure excellent client outcomes
• Provide occasional on‑site, face‑to‑face support to clients

IT Support Engineer – Level 1

• Remote and onsite user support and assistance
• Daily systems maintenance and performance checks
• Backup checks and remediation
• Desktop device installation, configuration and support
• Liaison with 3rd party vendors
• Travelling to client sites to provide technical assistance

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Technical Support Engineer

IT Support Analyst

Provisioning Support Engineer

Enterprise Customer Support Engineer

Data Support Analyst

Technical Support Officer – EUC

Technical Support Engineer

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IT Support Engineer – Level 1

IT Support Technician, Level 2 – Part Time