Technical Support Engineer, Australia (REQ-916)

HID Global
Australia Asia PacificAustralia

Are you looking for a new challenge within Engineer? Maybe this job as Technical Support Engineer in Australia is for you! 


As a Technical Support Engineer in Technical Support department your primary objectives of the role are to troubleshoot and reproduce technical customer issues. This position will support the HID Global - SAFE Business Segment. You are responsible for troubleshooting technical problems reported by HID Global customers. Communication skills, both technical and social, are highly important in this role. Complex customer environments must be meticulously reproduced and problems vetted before logging bugs with our Quality and Engineering teams. Other stakeholders such as Sales or Professional Services may also be involved in some issues and it is the support engineer who owns the Case to keep everyone on the same page. All the while, it is of the utmost importance that the customer must be kept up to date in a timely fashion as to the progress of their issue which requires time management skills as well.


What you will be doing

  • Efficient, effective communication both with customers and within internal departments
  • Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems, reproducing issues in a local environment, and testing proposed fixes from engineering
  • Common sense and organizational skills to address challenging and complex questions in an adaptive, high-tech environment
  • Multi-tasking and time-management to prioritize and switch between varied tasks
  • Technical writing skills to create and maintain Knowledge Base articles
  • The ability to work both independently and collaboratively
  • Motivation, curiosity, ambition, and the ability to hit the ground running


What we are looking for

  • 8+ years of experience in a Technical Support Role
  • Operating system experience (Windows), including familiarity with enterprise software environments and client-server architecture.
  • MS SQL Database experience
  • Directory experience (preferred)
  • Programming and-or scripting experience (preferred)
  • Web Authoring environment experience (preferred)
  • University degree in Engineering or Computer Science (preferred) 
  • Candidates for this position are required to have experience in: 
    • Establishing and maintaining client - server environments, including troubleshooting configuration and networking issues
    • Database operations to include reading and writing basic to intermediate database SQL queries and troubleshooting connection issues
    • Web authoring environments, including troubleshooting at the Tomcat and IIS level.​​​​​​
  • Customer service soft skills such as customer empathy, diplomacy, and problem ownership
  • Ability to effectively communicate technical concepts to a variety of audiences with different levels of technical expertise
  • Comprehend and triage issues encountered by customers or internal field personnel during deployments or initial testing


"Let’s open the doors to the future – together!

Working for ASSA ABLOY means that you will be part of a dynamic environment, developing innovative solutions to improve our customers' lives. As the global leader in door opening solutions we are using the latest technologies to open doors to events, hospitals, education, homes, hotels, airports and businesses. Joining ASSA ABLOY means being part of a fast-moving company with many opportunities.


Would you like to join us in opening doors of the future?"