Contract Administrator/Technical Support Engineer

To provide a first line technical support to international customer related incidents and service requests endeavouring to resolve as many of these at the first point of contact as possible.

To provide quality and effective customer communications with regard to progress of incidents and service requests with enhanced communication responsibilities in relation to major incident scenarios.

To fix/resolve as many incidents and service requests at First Line as possible.

To escalate incidents and service requests to other TAM teams as efficiently and effectively as possible (and within agreed service targets) in cases where they cannot be fixed at first point of contact.

To provide first-line technical support for all IT-related issues including hardware software network problems primarily for Windows based PCs.

Key Responsibilities/Accountabilities

• Provide first line support for all incidents and service requests reported by the wider AUEM International client base when required.
• Record accurately prioritise and manage the lifecycle of incidents and service requests in the AUEM Service Management tool (NetSuite) through to resolution and within agreed service level targets.
• Ensure that the Service Desk incoming work resources are routinely monitored and that all submissions are efficiently and appropriately managed.
• Provide first line support for all AUEM International contracts.
• Monitor manage and escalate (where necessary) any event management monitoring alerts delivered to the team.
• Adhere to the defined process for classification escalation and management of incidents and Major Incidents.
• Effectively and efficiently escalate all incidents and service requests that cannot be completed at First Line to other appropriate resolver groups.
• Effectively manage customer expectations via regular and meaningful communications.
• Draft and distribute Daily Status and Shift Handover reports.
• Take responsibility for the initial draft of major incident reports.
• Act as a point of liaison between customers and other technical support teams.
• Provide a high-quality customer service that is pro-active and highly responsive adhering to pre-defined service targets.
• Show commitment towards AUEM culture and goals.
• Install configure and maintain Software applications on employee computers ensuring all systems are up to date and functioning optimally.
• Perform regular updates and patches for operating systems and applications to ensure security and performance.
• Troubleshoot and resolve networking issues including LAN/WAN connectivity Wi-FI and VPN access.
• Assist with user account management including creation modification and deletion of user accounts and permissions

Key Competencies

• Customer service orientation to build strong client relationships
• Problem-solving and analytical skills to identify and resolve technical issues
• Ability to work independently and as part of a team

Skills and Knowledge

Essential

• At least 2 years of previous customer service experience
• Excellent telephony and general communication skills
• Excellent organisational skills
• Able to work flexibly and participate in a 24/7 shift pattern days/nights (incl weekends)
• Ability to prioritise organise and problem solve.
• AWS experience
• Proven experience in an IT support role preferably within a technology company.
• Strong proficiency in installing configuring and updating software on PC workstations.
• In-depth knowledge of Windows operating systems (e.g. Windows 10 Windows 11) and common desktop applications (e.g. Microsoft Office Suite).

Desirable

• Previous monitoring technologies knowledge
• Knowledge of Change and Problem management
• AWS Practitioner
• Other formal IT related qualification
• Solid understanding of networking concepts including TCP/IP DNS DHCP and basic network troubleshooting.