Talius is an ASX listed cutting-edge technology company that specializes in delivering innovative solutions in the Health and Aged care sector. As we continue to grow, we are looking for a dynamic and versatile professional to join our team. Our roles require adaptable individuals, capable of managing multiple responsibilities, and eager to contribute to various facets of our operations. We value candidates with diverse skill sets, including PHP, database management, scripting, and cybersecurity, as these competencies enhance performance across all positions. At Talius, we offer a collaborative environment where team members are not siloed to their roles and thrive in a high-growth, multidisciplinary setting. As we navigate this phase of our growth, these roles are critical to driving innovation, efficiency, and sustained growth.Role Overview: This role focuses on providing support for the application and optimization of hardware systems for our client technological deployments. Candidates with additional skills in database management and coding/scripting are highly valued and may command a higher salary within the range. The Level 1 Support Technician is the first point of contact for customers seeking technical assistance. This role involves providing timely and effective resolutions to technical issues, ensuring a high level of customer satisfaction, and escalating more complex problems to higher-level support. The Level 1 Support Technician represents Talius’s commitment to exceptional service and technical excellence in line with our Vision and TEC (Trust, Excellence and Commitment) principles.While no two days look the same, some of the key responsibilities include:Support the deployed application software and hardware deployment for Aged Care and Healthcare emergency sector.Key Responsibilities:Support hardware systems for IoT devices, including servers, workstations, and peripherals.Answer and log incoming calls, emails, and tickets from customers promptly and professionally.Provide clear, concise, and courteous communication to assist customers in resolving technical issues.Identify and troubleshoot common problems related to Talius’s systems, software, and hardware.Diagnose and resolve Level 1 technical issues, such as system access, password resets, and basic configuration inquiries.Use established procedures and knowledge bases to guide customers to solutions.Document all troubleshooting steps and solutions for each case in the ticketing system.Escalate unresolved issues to Level 2 support or specialized technical teams, ensuring comprehensive case details are included.Follow up on escalated cases to ensure timely resolution and customer satisfaction.Assist customers in understanding the functionality and features of Talius’s products.Offer guidance on best practices to optimize the use of Talius systems.Setup and baseline firmware and device configuration for individual client environments.Release management for Firmware and applications.Ensure hardware compatibility and integration with existing systems.Perform regular maintenance and updates where required.Troubleshoot hardware and configuration issues and coordinate repairs or replacements.Document hardware configurations and maintain artefact records.Key Performance Indicators (KPIs):First Call Resolution Rate: Percentage of issues resolved on the first interaction.Average Response Time: Time taken to respond to customer inquiries.Customer Satisfaction Score (CSAT): Measured through customer feedback and surveys.Escalation Rate: Percentage of tickets escalated to higher-level support.Qualifications and Skills:Essential Qualifications:High school diploma or equivalent. A relevant certification in IT (e.g., CompTIA A+, ITIL Foundation) is a plus.Proficient in using ticketing systems and customer support tools.Exposure to ITSM principles.Familiarity with basic networking, hardware interfacing, operating systems, and troubleshooting concepts.Excellent verbal and written communication skills.Strong problem-solving and analytical abilities.Ability to remain calm and composed under pressure.Quick learner with a passion for technology and customer service.3+ years of experience in hardware/software configuration or IT support.Prior experience in a technical support or customer service role.Knowledge of Talius’s systems and products.Experience with Nurse call and RTLS system is an advantage.Work Environment and Conditions:Rotational shifts to ensure 24/7 support coverage (if applicable).Ability to work occasional weekends or public holidays, depending on business needs.Why Join Talius?Dynamic Environment: Work in a dynamic atmosphere where every day presents new challenges and opportunities to learn.Multidisciplinary Roles: Enjoy the chance to contribute across various domains, enhancing your professional growth.Growth Potential: Be part of a pivotal phase in our journey as we strategize to overcome plateauing and set the stage for our next growth curve.Supportive Team: Collaborate with a passionate team that values innovation, teamwork, and the drive to excel.What We Offer:Competitive salary package with performance incentives.Opportunities for professional growth and career advancement within a rapidly growing company.A dynamic and collaborative work environment that encourages innovation.Ongoing training and professional development to ensure you stay at the forefront of industry trends and technologies.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesHospitals and Health Care
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