Helpdesk Level 2/3  

We are looking for an experienced Helpdesk Level 2/3 Engineer /Support who loves the combination of technical & customer-facing support helping to support customers of our helpdesk software product suite.

This role is a great opportunity for someone who is a proactive and innovative achiever, likes to wear multiple hats, learn new technologies, and wants to become a key part of our growing team!

This is a very varied customer-facing role, some of the things you could be doing include:

Communicating with customers (tickets, email, live chat, phone) to resolve technical issues and answer technical inquiries.

Help customers install software on their own machines (Linux and Windows) and suggest improvements to our installer systems.

Verify fixes and collaborate with the dev team on regressions and improvements. Take charge of ensuring the resolution of any issues.

Manage the testing of our VMs, installers, integrations, updates etc.

Help reproduce technical bugs/issues and ensure the resolution of these.

Help to improve the content of our Developer and System Administration manuals (our user guide documentation).

Propose improvements around the usability of the technical aspects of our platform and feed into the dev/product team.

Our ideal candidate is currently working in technical support for an Australian IT company, loves interacting with customers and problem-solving:

Strong written and verbal communication skills are desired - you will interact with customers in different stages from pre-sales to during a potential crisis. Empathy for our customers and determination to fight their corner is critical.

Experience in a technical support/customer service facing role

Comfort with IT and ability to learn how to support technical elements (e.g installing software on servers, APIs, integrations, installers, data migration etc.)

Ability and desire to multitask between the different support, QA and documentation aspects of this role and take on the different responsibilities of each space

A love of problems solving and troubleshooting issues

Knowledge of different operating systems, servers and experience managing self-hosted products

On top of being a really cool company and a great place to work, you’ll get the following benefits as part of the Filta Family:

Fixed 6:00am to 3:00pm Monday to Friday shift

HMO for yourself and one dependent from day one

20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularisation)

30 minutes early out Fridays (after regularisation, upon completing all your tasks for the week, and if you’re on time during the week)

• Strong written and verbal communication skills are desired - you will interact with customers in different stages from pre-sales to during a potential crisis. Empathy for our customers and determination to fight their corner is critical.
• Experience in a technical support/customer service facing role
• Comfort with IT and ability to learn how to support technical elements (e.g installing software on servers, APIs, integrations, installers, data migration etc.)
• Ability and desire to multitask between the different support, QA and documentation aspects of this role and take on the different responsibilities of each space
• A love of problems solving and troubleshooting issues