Tech Support Engineer

Responsibities:

• General:
• Provide technical support to our Partners through the company’s TAC and project board. This includes interaction with partners across phone, email, and the company’s ticketing system.
• Collaborate with the Engineering team on Incident/Request resolution for our Partners and their end users when required.
• Represent the TAC and the wider team from an exemplary customer service capacity.
• Provide assistance with pre-sales planning, call flow design, configuration, implementation, and support for our Partners in the deployment of UCaaS hardware and configuration of the UC platform to their customers.
• Foster an attitude of continual service improvement across all areas of service delivery.
• Technical:
• Attain a high level of understanding of SASBOSS and other products from a support and delivery perspective.
• Provide and exemplary level of technical support for UC platform products and services.
• Support our Projects Board by liaising with Partners to design call flows, call centres, queues, telephone, and UC client configuration.
• TAC Participation:
• Become highly proficient in our TAC ticketing system, including ticket handling, escalation and resolution of incidents and requests.
• Maintain or exceed agreed Partner SLA’s
• Work closely with the Operations Manager to identify and advise of recurring, major and critical incidents.
• Be responsible for partner communication including keeping them informed of ticket status, managing escalation requests, and updating tickets with accurate and timely comments.
• Contribute to the PRC (Partner Resource Centre) online knowledge base with helpful and clearly documented articles.
• Actively educate partners to be empowered and deliver from their own capability and skills sets.
• Promote an exceptional customer service experience in every facet of what the TAC does.
• NPS:
• Work with the company's partner success managers to provide feedback on the partner experience
• Process and Procedure Ownership:
• Understanding and Compliance: If you are responsible for owning processes or procedures, you must ensure a thorough understanding of the relevant documentation and ensure compliance within your area of responsibility.
• Documentation: Maintain up-to-date and accurate documentation for all processes and procedures to align with ISO standards and reflect practices.
• Training: Ensure appropriate stakeholders are trained on these processes and procedures. Facilitate and provide training sessions as needed.
• Monitoring and Improvement: Regularly review and monitor processes to ensure they comply with ISO standards. Identify areas for improvement and implement necessary changes.
• Stakeholder Engagement: Engage with stakeholders to ensure they understand and adhere to the processes and procedures. Address any concerns or non-conformities promptly.
• Audit Support: Support internal and external audit activities by providing necessary documentation, evidence, and participating in audit discussions.
• Collaboration with Compliance: Work and consult with the Chief Compliance Officer to ensure all processes and procedures meet ISO standards and regulatory requirements. Collaborate on compliance initiatives and address any compliance-related issues together.

To be successful in this role, you will have:

• Experience
• Bachelor’s degree in technology or a related field.
• Minimum 2–4 years of experience, preferably in the Australian telecommunications industry.
• Skills
• Strong understanding of Unified Communications systems, including VoIP, video conferencing, SIP, and collaboration tools.
• Demonstrated experience in supporting and administering Microsoft Teams, including Teams voice, meetings, and integration with Microsoft 365.
• Microsoft 365 Certified: Teams Administrator Associate certification (or working towards) is highly preferred.
• Proficiency in troubleshooting UC platforms and related hardware/software.
• Knowledge of networking principles and protocols (TCP/IP, DHCP, DNS, etc.).
• Experience working with UC vendor technologies such as Cisco, Zoom, Avaya, and especially Microsoft Teams.
• Ability to work under pressure, prioritize tasks, and meet SLAs.
• Excellent written and verbal communication skills for effective user and team interaction.
• Additional certifications in Unified Communications (e.g., CCNA Collaboration, ITIL) are a plus.
• Attributes:
• Passionate
• Open minded
• Highly collaborative
• Able to work autonomously and within a team