Technical Support Engineer; Level 3

Job Description

As a Level 3 Technical Support Engineer at Coates Group, you will play a crucial role in handling and resolving escalated deployment and post-deployment support tickets from L2 technical support. Your responsibilities will include providing deep, analytical troubleshooting for complex tech issues within defined SLAs, collaborating with internal operations/content team for ticket resolution, reviewing and escalating bugs and defects, maintaining strong customer rapport, contributing to documentation for building Coates knowledge base, staying up to date with latest technologies concerning Coates products, testing and maintaining hardware devices, developing manuals and knowledge articles, participating in process improvement discussions, and performing network troubleshooting.**Key Responsibilities:**- Provide deep, analytical troubleshooting for complex tech issues, within defined SLA.- Collaborate with internal operations/content team for ticket resolution.- Review and escalate bugs and defects, collaborating with development teams for resolutions.- Maintain strong customer rapport and ensure timely communication.- Contribute to documentation to build Coates knowledge base.- Stay up to date with all the latest technologies concerning Coates products.- Test and maintain Hardware devices, perform basic assembly, SSD, and RAM replacement, OS/software installation, and manufacturer warranty application.- Develop manuals and knowledge articles for internal/external use.- Participate and contribute in process improvement discussions.- Perform network troubleshooting to ensure all hardware is up to date.**Qualifications Required:**- Minimum 2 years of working experience providing L2 support in the IT Industry.- Background in IT systems, networking, or hardware.- Experience in working on any of the ticketing tools.- Excellent understanding of SLAs.- Advanced Knowledge and experience working in a Linux (especially Ubuntu) environment.- Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.).- Experience with server, hardware, and software support in a networking environment.- Understanding of server-client architecture.- Strong knowledge of Microsoft PowerPoint and Excel is an added advantage.At Coates Group, we are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and have successfully completed the largest hardware deployment in Quick Service Restaurant history. We value diversity, innovation, and continual growth, and as part of our crew, you will be revolutionizing the way the worlds leading brands leverage technology to drive the best customer experiences. Join us in creating connections, empowering partnerships, and always evolving. As a Level 3 Technical Support Engineer at Coates Group, you will play a crucial role in handling and resolving escalated deployment and post-deployment support tickets from L2 technical support. Your responsibilities will include providing deep, analytical troubleshooting for complex tech issues within defined SLAs, collaborating with internal operations/content team for ticket resolution, reviewing and escalating bugs and defects, maintaining strong customer rapport, contributing to documentation for building Coates knowledge base, staying up to date with latest technologies concerning Coates products, testing and maintaining hardware devices, developing manuals and knowledge articles, participating in process improvement discussions, and performing network troubleshooting.**Key Responsibilities:**- Provide deep, analytical troubleshooting for complex tech issues, within defined SLA.- Collaborate with internal operations/content team for ticket resolution.- Review and escalate bugs and defects, collaborating with development teams for resolutions.- Maintain strong customer rapport and ensure timely communication.- Contribute to documentation to build Coates knowledge base.- Stay up to date with all the latest technologies concerning Coates products.- Test and maintain Hardware devices, perform basic assembly, SSD, and RAM replacement, OS/software installation, and manufacturer warranty application.- Develop manuals and knowledge articles for internal/external use.- Participate and contribute in process improvement discussions.- Perform network troubleshooting to ensure all hardware is up to date.**Qualifications Required:**- Minimum 2 years of working experience providing L2 support in the IT Industry.- Background in IT systems, networking, or hardware.- Experience in working on any of the ticketing tools.- Excellent understanding of SLAs.- Advanced Knowledge and experience working in a Linux (especially Ubuntu) environment.- Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.).- Experience with server, hardware, and software support in a networking environment.- Understanding of server-client architecture.- Strong knowledge of Microsof

Keyskills :
LinuxNetworkingHardwareTicketing toolsSLAsBashJavaScriptPHPServer supportSoftware supportMicrosoft PowerPoint