107 Engineer Support jobs in Australia

**Career Area:**
Product Support
**Job Description:**
**Your Work Shapes the World at Caterpillar Inc.**
When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.
**Your Work Shapes the World at Caterpillar Inc.**
Join Caterpillar's Mining Technology division and help shape the future for stronger communities through safer, smarter and more sustainable mining. As part of a global and diverse team, you will become a crucial contributor to the success of the Caterpillar Technology Division by building meaningful relationships and providing our customers technical support for our industry leading mining technology systems.
**About Us**
We're a global company developing innovative software for the mining sector. Our culture, supported by our core values, maintains a friendly, collaborative team that depends on each other and allows for a balanced work-life, so we may thrive in the workplace. Based in Brisbane & Perth, this exciting position offers exposure to the mining sector within a friendly and dynamic team. We provide comprehensive training and opportunities to grow your skill set and knowledge around all aspects of mining and the MineStar software suite, with several paths for career growth through a structured development program to help you achieve the future you envision for yourself.
**About You**
You are a technical application support analyst with a talent for identifying and analysing real-world problems. You think outside the box and enjoy working on a variety of challenges. As a self-starter, you take pride in seeing a solution through to completion. You value the quality of your work and enjoy collaborating with the wider team and customers to create the best solutions possible.
You will learn a unique skill set that spans the standard IT world with Caterpillar's Mining Technology solutions and our technology partners. Your unique experience and skillset will enhance our global support community and improving our processes while expanding your global awareness. You take satisfaction in seeing a solution achieve its goal for our customers, with opportunities to enjoy occasional trips to site although not mandatory.
Learn more about the products you will have the opportunity to work with at Cat® MineStar Solutions.
**Job Duties include:**
+ Provide quality customer service for the MineStar software.
+ Analyse data and logs, build test systems and recreate issues to test solutions.
+ Troubleshoot the MineStar ecosystem to identify issues and provide temporary and permanent solutions to restore software functionality.
+ Restore site services, resolve issues, and escalate to advanced support when needed.
+ Provide rotational hotline coverage for MineStar Products.
+ Build meaningful relationships with customers and dealers in your region.
**Basic Qualifications:**
+ Critical thinking skills
+ Complex problem-solving mindset
+ Proven ability to learn technical knowledge with a process-orientated analytical approach
+ Technical and/or Mining experience:
+ Diploma/Certificate or extensive IT technical experience and/or;
+ On-site mining or Mining Dealer experience
**Top Candidates may also have:**
+ Customer Support experience
+ Experience in Virtualization, Basic TCP/IP Networking, Database fundamentals
+ Mining experience working with Caterpillar machines
**Additional Information:**
+ The location for this position is Brisbane, QLD
+ This position may require up to 10% travel and support work at open pit and underground mine sites (optional)
+ The global support team is responsible for 24/7/365 coverage, which will require a weekend day, on-call on rotation around every 6 weeks
+ Working environment - 5 days (M-F) in the CBD office, 8am-4pm
**Compensation & Benefits:**
Competitive salary based on degree and professional industry working experience. The Total Rewards package includes:
+ Competitive remuneration package
+ Attractive Bonus and Share options
+ Career development with global prospects
+ A strong commitment to safety and your wellbeing
+ An inclusive workplace culture focused on quality, customer service and the environment
+ A commitment to diversity and inclusion, equal opportunity, and equal outcome
+ SMART spending APP
+ The opportunity to do truly meaningful work in a supportive, constructive culture that encourages you to make the most of your talents.
**Additional Information:**
Caterpillar of Australia is not currently hiring individuals for this position who now or in future require sponsorship for employment-based non-immigrant and immigrant visas. However, as a global company, Caterpillar offers many job opportunities outside of Australia which can be found through our employment website .
_Your road to success begins with a Caterpillar career. By joining the Caterpillar team, you'll discover that working for a global leader creates endless opportunities for you._
**Posting Dates:**
August 21, 2025 - September 11, 2025
Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply
Not ready to apply? Join our Talent Community ( .

Avanade is growing, and we seek passionate and driven technology professionals to join our Managed Services team delivering continuous value to our client's businesses.
We are seeking an M365 Application Package Support Engineer.
As an experienced Modern Endpoint M365 Application Package Support Engineer within our Workplace practice, you will bring support experience to the technical delivery of enterprise scale solutions into public, hybrid, and secure cloud environments. You will be responsible for working closely with customers to provide a high touch managed services partnership model and ensure a great customer experience.
Core to the role
Your experience in delivering M365 support services and application packaging is foundational to this role. We also need you to have experience across a variety of technologies that may include:
- Microsoft Endpoint Manager (Intune & Config Manager) inclusive of Co-Management, Windows Autopilot
- Application Packaging & Publishing
- Windows 365
- Windows 10/11, iOS, Android, macOS Endpoints
- Microsoft 365 (Exchange, Teams, SharePoint & OneDrive)
- Microsoft Defender (Endpoint, Identity & Office 365)
- Active Directory & Entra ID and Device Group Policy management
Pivotal to the role is your ability to effectively communicate to technical and non-technical stakeholders, both verbally and in written form. Your passion for supporting clients and shaping the ongoing continual improvement of our clients' solutions is what is required for this role
About you
You are an experienced support engineer with a track record of application package engineering and client focus. You have good communication and interpersonal skills that will enable you to develop relationships with internal and external stakeholders and contribute effectively to our Managed Services organisation.
You will also possess analytical and problem-solving skills enabling you to be creative and innovative in the support of our clients. You will also seek to continually improve our clients' environments though evergreen practices and platform evolution.
You will be an Australian Citizen with existing security clearance (Preferably NV-1).
Some of the best things about working at Avanade 
Opportunity to work for Microsoft's Global Alliance Partner of the Year, with exceptional development and training (minimum 80 hours per year for training and paid certifications)  
Real-time access to technical and skilled resources globally  
Dedicated career advisor to encourage your growth 
Engaged and helpful coworkers genuinely interested in you  
Find out more about some of our benefits Employee Benefits at Avanade | Avanade
As you bring your skills and abilities to Avanade, you'll get distinctive experiences, limitless learning, and ambitious growth in return. As we continue to build our diverse and inclusive culture, we become even more innovative and creative, helping us better serve our clients and communities. You'll join a community of smart, supportive collaborators to lift, mentor, and guide you, and to lean on your expertise. You get a company purpose-built for business-critical, leading-edge technology solutions, committed to improving the way humans work, interact, and live. It's all here, so take a closer look!
We work hard to provide an inclusive, diverse culture with a deep sense of belonging for all our employees. Visit our Inclusion & Diversity page. 
Create a future for our people that focuses on 
- Expanding your thinking   - Experimenting courageously   - Learning and pivoting 
Inspire greatness in our people by 
- Empowering every voice   - Encouraging boldness   - Celebrating progress  
Accelerate the impact of our people by 
- Amazing the client   - Prioritizing what matters    - Acting as one
Learn more
Interested in knowing what's going on inside Avanade? Check out our blogs:
- Avanade Insights - exchange ideas that drive tomorrow's innovation
- Inside Avanade - explore what life is like working at Avanade
We work hard to provide an inclusive, diverse culture with a deep sense of belonging for all our employees. Avanade believes that all persons are entitled to equal employment opportunities, and we do not discriminate against our employees, applicants, or job seekers because of their race, color, gender, religion, national origin, disability, veteran status, age, marital status, sexual orientation, genetic information, gender identity, or any other protect group status as defined by law.

The Application Support Specialist's primary function is to analyze, evaluate, modify, test and implement site-wide information systems as well as support the Operating System. They will respond to user and systems problems and prepare application system specifications. In addition, identify, plan, implement and coordinate system upgrades, enhancements or maintenance. Reports directly to the Deputy or Functional Area Manager.
**_Applicants must be Australian Citizen who can obtain the appropriate level of security clearance._**
**ESSENTIAL RESPONSIBILITIES**
- Provide first and second level end-user support on a wide range of systems, including business applications, internet/intranet and web-based applications.
- Maintain and configure virtual servers and hardware, Cisco Call managers, VoIP phones and user accounts.
- Maintains accurate inventory of all IT equipment including networks configurations and drawings.
- Resolve user hardware and software problems with printers, laptops and desktop PCs.
- Sets up computers with software, security patches, email accounts, security and network connection settings.
- Provide technical support for Microsoft Windows 2012/Win7 and Linux operating systems.
- Correct system network problems and coordinate corrective action with third party vendors where applicable.
- Support remote access issues with FTP, RDP or VPN. Document Information Technology procedures and generates manuals for custom applications
- Contacts and follows up with Information Technology vendors and consultants
- Provides low-level support for minor internal application requirements, e.g. Microsoft Access, PHP, JSP, SQL.
- Research and negotiate pricing to make Information Technology purchases with multiple vendors
- Ensure, promote, and maintain health and safety practices/compliances at site and within the workplace.
- Any other reasonable duties as requested
**QUALIFICATIONS**
- Year 12 completion
- Comp TIA Security + Certification
- Formal qualifications in Computer Science or Information Technology
- Equivalent demonstrated experience (Field: Relevant or related discipline)
- MCSE/MCSA, Redhat Linux Certification
- Network + Certification
- ITIL Foundations Certificate
- VMWare Certification
- Equivalent demonstrated experience
**TICKETS AND LICENCES**
**Minimum Essential**
- Drivers License
- CPR
- White Card
- Confined Space
- Working at Heights
- Forklift License
- Elevated Work Platform
- First Aid
**EXPERIENCE AND SKILLS**
- 3 years' experience
- Strong communication skills and the ability to engage with varied stakeholders
- Experience with MS Officer operating system, VMWare, and Linux Operating Systems
- Understanding of TCP/IP and networks
- Knowledge of HTML, xHTML, CSS, MySQL, PHP, JSP, Oracle helpful
- End-user support skills
**WORK ENVIRONMENT, PHYSICAL DEMANDS, AND MENTAL DEMANDS**
- Typical office environment with no unusual hazards, occasional lifting to 10kgs, kneeling, standing and walking, routinely sitting and constant use of speech/hearing abilities for communication, constant mental alertness, and must be able to work under deadlines.
- The employee is frequently required to walk, sit, use hands to handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee is occasionally required to stand.
**SECURITY CLEARANCE REQUIREMENT**
It is a condition of employment that employees obtain and retain the appropriate level of security clearance and medical clearance applicable to each role. The employee will require a Top-Secret Positive Vetting (TSPV) Department of Defence Security Clearance (Australian) .
**STATEMENT OF WORK REQUIREMENTS**
All personnel assigned shall be:
- At least 18 years of age.
- Able to fluently read, write and speak English
**EHS REQUIREMENT**
All Amentum personnel are responsible for understanding and complying with all site environmental, health and safety requirements. While Amentum is responsible for providing a safe workplace and is responsible for ensuring compliance with requirements of the EHS Handbook, each person is responsible for:
- Completing work tasks in a safe manner
- Reporting any unsafe acts or conditions to their supervisor and/or PMO/EHS Manager
- Continuous adherence to the environmental, health and safety procedures outlined in the EHS Handbook during the performance of their work
- Red-Carding a Job - Employee right and responsibility to "STOP WORK" if a job is unsafe or possess a danger to the environment
**QUALITY REQUIREMENT**
Quality is the foundation for the management of our business and the keystone to our goal of customer satisfaction. It is our policy to consistently provide services that meet customer expectations. Accordingly, each employee must conform to the Amentum Quality Program and carry out job activities in compliance with the Quality System documents and customer contracts. Each employee must read and understand their Quality Management and Customer Satisfaction responsibilities.
**PROCEDURE COMPLIANCE**
Each employee must read, understand and implement the general and specific operational, safety, quality and environmental requirements of all plans, procedures and policies pertaining to their job.
Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed, marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal laws and supplemental language at Labor Laws Posters ( .

**Company Overview**
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
**Position Summary**
As Application Support Specialist you will deliver comprehensive high-quality support on UKG's SMB (Small/Medium Business) software and hardware products. You will deliver high quality support utilising outstanding customer service skills and techniques that promote customer satisfaction and retention, providing end user support for the Workforce Ready Time and Labor, Human Resources and Payroll modules.
**Responsibilities include:**
+ Help Desk support of assigned cases including outbound call backs, e-mails and internal support tickets
+ Strong ability to research problems independently and identify root cause of issues using problem determination skills
+ Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem-solving abilities
+ Timely, accurate, and complete responses to inquiries
+ Consistently and effectively communicating with management to make sure issues are escalated and resolved
+ Ability to work both independently and as a part of a team
**Qualifications and Experience:**
+ The right person for this position will have domain knowledge in one or all of the following areas: Payroll, Time and Labour/Employee Scheduling, HR or Benefits.
+ 1-5 years of experience using Time & Attendance, Payroll and/or Human Resource applications or related experience
+ Strong troubleshooting skills
+ Exceptional organisational, time-management and planning skills with a strong attention to detail needed
+ Excellent written, oral communication, listening and telephone skills
+ Strong computer skills with a proficiency of Web and Microsoft Office Suite
+ Previous help desk experience is desired
+ Degree qualification in related field preferred
**Where we're going**
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email
NOTICE ON HIRING SCAMS
UKG will never ask you for a copy of your driver's license, social security card, or passport during a job interview. For new hires, we do not ask for payment for equipment purchase, cost for training, or to receive onboarding documents. UKG does not make job offers outside of our formal hiring process. To help protect yourself against potential hiring scams, learn more about our formal hiring process, outlined here ( .
ABOUT OUR JOB DESCRIPTIONS
All job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.

**A Little About Us**
EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB's data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit looking for a stellar Principal Support Engineer to join our Support Services team in APJ. As a Principal Support Engineer you will be a part of our Support Services team that is 100% Remote working on a global team. You will be responsible for maintaining and managing Postgres databases, partnering closely with our clients by providing guidance, support and execution following best practices.
**Candidates please note:** This role can be located 100% remotely, in Australia.
**What your impact will be:**
+ Technical leadership and input toward Customer Support's impact on our customer needs through their journey post-sale, including integration, testing, tuning, administration, design, development, and planning of their estate of the EDB analytical solutions
+ Prioritize and manage several open issues at one time and be the Subject Matter Expert
+ Lead, design, enable and coach the Support Services Analytics SME pod
+ Properly escalate unresolved issues to appropriate internal teams (e.g. software development)
+ Representation within EDB and the analytics communities of what a customer experience should be
+ Test and develop troubleshooting strategies and mechanisms for EDB products geared and developed towards containers running on public /private cloud environments
+ Troubleshoot, diagnose and solve Postgres-based database solution issues and provide prompt and accurate feedback to customers
**What you will bring:**
+ 10+ yrs of total experience including recent 7+ years of experience in Data Warehouse solution with an emphasis on **Greenplum**
+ In **depth knowledge of Greenplum's** parallel processing and integration with big data frameworks such as Hadoop
+ Strong understanding of data warehousing concepts and analytical query design
+ Strong understanding of Kubernetes architecture (nodes, pods, services, deployments, etc.), knowledge of Kubernetes API objects and their relationships, proficiency in writing and managing YAML files for Kubernetes resources, use of Helm charts for managing Kubernetes applications
+ Use of Monitoring tools like Prometheus, Grafana, and ELK stack, knowledge of logging solutions and troubleshooting techniques, experience with Persistent Volumes and Persistent Volume Claims and Knowledge of dynamic provisioning and storage classes
+ 2+ years of scripting experience with Python, Bash, PowerShell and YAML
+ 2+ years of programming experience with C, C++, , Java, or .Net
+ Strong experience in cloud service environments in AWS, Azure and GCP
+ Intermediate to advanced knowledge of Red Hat Openshift for database solutions.
+ Experience mentoring junior and mid-level technical support engineers
+ Ability to work cross-functionally with Development, Product Management and Sales Teams
+ Ability to lead critical incident calls and driving resolution under pressure
+ Ability to create detailed technical documentation for customers and internal teams
+ Ability to create runbooks, playbooks and best practice documentation
+ Facilitation of knowledge transfer sessions and training for technical support
+ Strong troubleshooting skills and mindset
+ Good interpersonal and communication skills(both verbal & written)
+ Good time-management skills and ownership
**What will give you an edge:**
+ Redhat Linux certification (RHCE) is preferred with strength in RHOS
+ PostgreSQL Certified Professional
+ Certifications related to Greenplum
+ OpenShift Administrator certification preferred
+ Working knowledge of deployment/development on AI/ML applications and GenAI skills would be an added advantage
EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2025! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.
We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We'd love to hear from you and we want you to apply!
EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company's integrity.
EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.
#LI-Remote #BI-Remote

Global Vision Recruitment on behalf of Tecworkz Australia Pty Ltd
br>Position: ICT Support Engineer
Salary: $80,000 per annum plus 12% superannuation
Location: 7 Fairlawn Place Bayswater VIC 3153
Hours: 38
Mode: Full-time
Experience required: Minimum 1 years of relevant experience

We are currently seeking a highly capable and detail-oriented ICT Support Engineer to oversee systems integrity, conduct quality audits, and provide expert technical support across our IT infrastructure. This role is critical in ensuring that our systems operate efficiently, securely, and in compliance with established standards.

Key Responsibilities:
• Schedule and conduct quality audit inspections, and analyse and review systems, data, and technical documentation to assess compliance. < r>• dentify system variations and high-risk areas, ensuring adherence to established standards and operational procedures. < r>• R commend and implement corrective action plans to resolve non-compliance issues and improve processes. < r>• L aise with management and users to communicate quality standards, educate teams on procedures, and promote awareness of quality control practices. < r>• T oubleshoot, diagnose, test, and resolve technical system issues across hardware, software, network, and security layers. < r>• D liver technical training and guidance on software applications and operational protocols to internal users and stakeholders. < r>• P ovide hands-on support with installation, maintenance, upgrades, configuration, and troubleshooting of desktops, printers, email systems, internet, and databases. < r>• C nduct functionality testing and diagnostics of systems and code, ensuring performance aligns with established quality and testing protocols. < r>• R view and assess organisational IT architecture, recommending strategic hardware and software upgrades to meet evolving business needs. < r>• D velop and maintain technical documentation including manuals, guides, specifications, and inventory systems for support and training purposes. < r>
Qualification:
• T rtiary qualification in Information Technology, Computer Science, or related discipline. < r>
Other Skills and Requirements:
• M nimum 1 year of relevant experience in IT support, systems engineering, or a related ICT field. < r>• S rong knowledge of system diagnostics, desktop and network troubleshooting, and software lifecycle management. < r>• F miliarity with audit and compliance procedures in an ICT environment. < r>• E cellent communication and problem-solving skills. < r>• A ility to explain technical issues to non-technical users effectively. < r>
Join us in maintaining excellence through technology and quality.

This is a Software Technical Support Engineer role with Schneider Electric based in Macquarie Park, NSW, AU
== Schneider Electric ==

Role Seniority - mid level

More about the Software Technical Support Engineer role at Schneider Electric

Job Description

• Join our dynamic Software Support team as a Software Technical Support Engineer for our Pacific Zone ANZ

• 1-2 years of experience in Application Support function is highly regarded

• Hybrid role (3 days in office) located at our SMART office, Macquarie Park, plus benefits

 About us:

Schneider Electric is a global specialist in energy management and automation. We are dedicated to supplying our customers with safe, reliable, and sustainable energy solutions. We invent technologies that will transform the places where we live, work and play. Our technologies ensure that Life Is On everywhere, for everyone at every moment. Our Mission is to be the trusted partner in Sustainability and Efficiency.

About the opportunity:

 Our team is responsible for supporting customers in the “Industrial Automation” business in our Pacific Zone of Australia and New Zealand. We have an opportunity for an individual to join our team as a Software Technical Support Engineer.

Reporting into the Customer Success division, Pacific (Zone) and based in Macquarie Park NSW, the role is tasked with ensuring continued smooth operations for our customers, troubleshoot and diagnose faults in a wide range of areas across SCADA verticals and products that we support including GeoSCADA, AVEVA System Platform and AVEVA Plant SCADA.

The role also collaborates closely with other teams including pre-sales, sales, quotes and procurement within the organisation, focusing on the customer’s end to end experience with Schneider Electric.

Key responsibilities:

• Owning, investigating and resolving complex software issues, proposing work-a-rounds for customers

• Accurate and timely documentation of activities and findings in case management system

• Contribution to digital self-help materials promoting faster problem resolution for our customers while building a robust internal knowledge sharing platform for our team

• Collaboration with colleagues in other support centres and departments

• Focus on customer experience, contributing a successful interaction. Managing customer experience by regular and empathetic communication with customers while keeping the focus on technical resolutions

• Learning every day and actively contributing to the team and our customers

About you:

To see success in this role, you will be able to demonstrate 2-4 years of experience in Application Support within an ASX top 100 business (supporting mainstream software applications and an array of customers), including proficiency working with and understanding software architecture, software unit testing and other aspects of the SDLC.

Your personal drivers, professional confidence, and desire to work for a value-based organization with leading edge solutions will be supported by a tertiary qualification in Engineering or Computer Science and complemented by a working understating of software and automation hardware communications and setup.

Key skills and experience:

• Previous experience with AVEVA System Platform and Plant SCADA or GEO SCADA will be advantageous

• Ability to demonstrate understanding of windows operating system, networking concepts and security

• Knowledge of general windows operating system tools and commands that help with diagnosing and troubleshooting software

• Working knowledge and understanding or experience with integrating hardware and software 

• Quick thinking, self-motivated and inspired action is a must to maintain customer satisfaction while resolving issues satisfactorily

Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Schneider Electric team will be there to support your growth.

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
As a Senior Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalations for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex ServiceNow platform and Product issues. You will be the voice of the customer in the ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements. As part of this team, you will be expected to learn our product suite as it continues to grow, so you can best understand and support how our customers make use of our platform.
**Responsibilities**
+ Customer Advocate providing support to users/administrators of our platform.
+ Contributing to the growth of best practices for the delivery of support services.
+ Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
+ Assess, troubleshoot, resolve and provide root cause analysis for ServiceNow Product issues.
+ Manage customers' expectations and experience in a way that results in high customer satisfaction.
+ Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
+ Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
+ Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
+ Maintain impeccable case hygiene and the Ability to multitask and efficiently manage case backlog.
+ Handle incoming phone calls for existing and new customer issues.
+ Able to support multiple different applications and products of the ServiceNow platform.
**Skills and Experience**
Must have 5+ years of related experience within either application technical support or software development environment.
+ Demonstrated creative problem-solving approach and strong analytical skills
+ Must be proficient in analysing log files and standard debugging concepts.
+ Familiarity with tools & practices of the trade, such as incident management, knowledge base, defect & escalation management.
+ Previous experience working with any platform that supports applications like Incident, Problem and Change Management, Project Management, SLA, and On Call.
+ Experience in troubleshooting SaaS/web applications
+ Experience in troubleshooting JavaScript Code.
+ Excellent communication skills (verbal and written)
+ Experience in any other scripting language, for example. - Python, Perl, Unix Shell, Windows Shell
**Desired Skills**
+ ServiceNow Admin or Development experience is highly desirable.
+ Previous experience in ITSM Implementation
+ Experience providing SaaS / PaaS support.
+ A fundamental understanding of the ITIL framework
**Education**
Bachelor's degree in computer science (or related technical degree) or 5+ years of related experience within technical support or software coding environment.
**Work Personas**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here ( . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
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**Introduction**
As a Technical Support Engineer, you will participate in a remote technical support for the Instana product.
You will be part of an international team and organisation that is distributed around the globe.
You will act as a global team member contributing to a seamless 24x7 "follow-the-sun" organisation.
You will get to work with customers from everywhere in the world, you will experience different behaviours and attitudes with your customers and your peers, and you will learn to deal with cultural differences.
We process and analyze millions of spans, traces, metrics, and events per second to provide actionable APM intelligence to our rapidly expanding customer base. Joining a multi-functional worldwide team, you will play a significant role in expanding Instana's excellent customer support.
You will find this to be an excellent opportunity to work with the latest technologies and to grow your skills. You will be challenged to never stop learning. We want you to grow for our customers, for our company and for your own career.
**Your role and responsibilities**
* Provide technical assistance to customers, create knowledge base articles, and explore new technologies regularly.
* Troubleshoot different issues that arise with customers' environments.
* Collaborate with all support teams to enhance your expertise and acquire new skills.
* Solving technical issues for customers using the ticketing system and occasionally in a meeting.
* Learn new technologies that will help with the support and personal career growth.
* Write knowledge base articles.
* Ability to manage multiple tasks (cases).
**Required technical and professional expertise**
* Linux console (reading logs, navigating through directories, copy/paste folders/files, etc.).
* Docker, or any other containerization technology.
* Base API knowledge.
* Strong analytical thinking and problem-solving skills.
* Fluency in Mandarin Chinese (written and verbal).
**Preferred technical and professional experience**
* OOP languages (Java, Python, C#, or similar).
* Kubernetes.
* Cloud technologies (GCP, AWS, Azure).
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.