Junior Product Support Engineer - Funnelback 
Location: AU, NSW, Sydney
Department: Funnelback
Employment type: Full-time
Required experience: Associate
Required education: Bachelor's Degree
Industry: Information Technology and Services
Function: Information Technology
Salary range: 50000-65000
Company profile: Squiz is one of the world's leading web solutions companies. We design, build and manage engaging websites and online applications using our Web Experience Management Suite, the Squiz Suite. Our clients include many household names and range from large global organisations to Government bodies and charities. We have an international network of offices in Australia, the UK, USA, New Zealand and Poland, and employ over 250 permanent members of staff.As a team, we are talented, motivated and enthusiastic. We live and breathe the web and our passion is finding new and innovative solutions using Squiz products alongside the latest web technologies. Our staff give 100% and are offered a high level of autonomy, responsibility and opportunity in return.
Description: Funnelback is an exciting and growing company headquartered in Canberra with offices in Sydney, Melbourne, Brisbane, London and Wellington with plans to expand into America and Asia. We provide innovative website and enterprise search solutions to organisations such as Westpac, ASX, ABC and University of Cambridge. We are part of the Squiz group and like them we are passionate about creative technology.Due to sustained growth of our organisation our support team needs one more person to help with the exciting projects that we have going on. You will be joining a team of two product support engineers in our HQ in Canberra. If you are passionate about service delivery and are looking for long term career growth in a fantastic technology company this role is for you!  About the role:  The Junior Product Support Engineer will report directly to the Service Delivery Manager, work closely with our production and product development teams and primarily be responsible for:Advanced troubleshooting and working to resolve service requests escalated to the support team via telephone or email.Monitoring service progress and support requests from creation to completion.The following duties will be included in this role: Provide Tier 1 - 2 level support for customers and partners via phone, email, GoTo/WebEx style meeting instances and onsite visits.Follow and support implementation procedures.Work with support tiers and project teams to achieve implementation goals.Provide support during work hours and when required, out of hours.Act as a primary support contact for key accounts and/or escalated accounts.Implement and expand Contact Centre Solutions.Internal Company IT Support.Administrative duties as required.Qualifications and knowledge required for this position: To secure an interview for this role you must have at the very least worked on projects using Windows and Linux operating systems.A Diploma or Bachelor's degree in a technology discipline or an equivalent combination of education and experience.You must have an understanding of Web/Internet technologies and protocols such as and including HTML, HTTP, XML and SSH.Familiarity with web server technology such as Jetty, Nagios, Apache and IIS as well as an understanding of software such as JIRA, Confluence and Zendesk.Excellent verbal and written communication skills plus enthusiasm for service delivery and outstanding customer service.An understanding of ITIL would be an advantage. We are interviewing now for this exciting opportunity and if you think this sounds like the role for you please to not hesitate to apply now! In your application please include your resume and a cover letter addressed to our Service Delivery Manager, Mandhakini Umasankar, telling us why you would make a great addition to Funnelback's team. No agencies please.
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