Technical Support Engineer L2
Technical Support Engineer L2
Posted on :
02-08-2025
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1 Vacancy
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Job Description
Be Part of Our Next Chapter
For over almost 60 years our solutions have enabled impactful connections between some of the worlds leading brands and their customers. And while weve already done a lot of work were proud of were just getting started!
Coates Group has the values of a family-owned business and the innovative spirit of a start-up both which fuel our purpose Creating Connections. Empowering Partnerships. Always Evolving. Through hard work dedication and creativity weve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious charismatic authentic and we value and leverage the diversity of our crew. We are imaginers kindness enthusiasts experts creators thinkers challengers collaborators and over-achievers. And together as a Crew we are revolutionizing the way the worlds leading brands leverage technology to drive the best customer experiences.
The Level 2 Technical Support Engineer (TSE) will work as a bridge between customers and Coates Groups internal team providing customers with technical solutions and ongoing technical support. The L2 TSE is the second line of support acting as a first point of escalation for L1 which can be from customers or internal L1 Customer Support specialists.
Role Responsibilities
- Handle and resolve support tickets from ticketing systems escalated by L1 points of contact
- Provide phone and email support or remote assistance to all clients
- Proactively stay up to date with all the latest technologies concerning Coates products and the underlying technologies
- Update and work-assigned cases in a timely manner adhering to the SLA
- Maintain strong customer rapport and excellent timely communication
- Liaise with external clients and internal stakeholders to provide solutions and ensure service level agreements are met
- Troubleshoot respond and resolve software/hardware issues within defined SLA.
- Address and resolve support tickets from our ticketing system.
- Provide basic network support
- Hardware configuration and installation of software.
- Interact with the Project Manager and Support Lead for tickets that require escalation.
- Perform basic L2 troubleshooting and liaising with the onsite technicians
- Setting and preparation for newly introduced stores.
- Verification and maintenance of small devices (basic assembly SSD and RAM replacement) OS/software installation manufacturer warranty application etc.
- Timely escalation of technical issues to L3 Support engineer
Role Requirements
- Comfortable working on a rotational shift pattern including night shifts.
- Basic knowledge in IT systems networking or hardware
- Basic knowledge in a Linux (especially Ubuntu) environment
- Good to have knowledge of scripting (e.g. Bash JavaScript basic PHP etc.)
- Understanding of server-client architecture
- Strong knowledge of Microsoft PowerPoint and Excel is an added advantage
- Degree in IT ( BCA/MCA/Engineering or equivalent qualification)
- Excellent Communication skills
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together we are creators allowing us to make our purpose a reality to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented ambitious creative people that value integrity individuality and inclusivity. (Ask us about our Equality Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our Thrive Program which includes a suite of flexible work options because were strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions) a Global Wellness paid day off to recharge as well as a Give Back Day to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. Were proud of where weve been and are energized by where were going. We encourage ideas and perspectives because we know the more we have the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what weve accomplished but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race color creed national or ethnic origin gender religion disability age political affiliation or belief disabled veteran veteran of the Vietnam Era or citizenship status (except in those special circumstances permitted or mandated by law).
Fraud Alert: Employment Scam Advisory
It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation such as.
We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.
Please be advised of the following:
- Wedo not contact employment candidates via email to solicit personal or financial information
- All applications for employment must be submitted through our official website directly through our LinkedIn profile:Coates Group
- All emails from us will come from our official domain which or via our Applicant - Tracking System (ATS) email address which is no-replyat
If you receive any suspicious communications purporting to be from Coates we urge you not to respond do not click any links and do not provide any personal safety and trust are of the utmost importance to us. Thank you for your vigilance.
Employment Type
Full-Time
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