Description We are looking for a Technical Support Engineer to join our team in Melbourne, Victoria. If you’re tech-savvy, thrive in a dynamic environment, and believe in the power of technology at its finest - this is the perfect opportunity for you! Our Milestone Global Technical Support (GTS) team is an international group of dedicated professionals committed to delivering exceptional customer and partner satisfaction. We operate globally, united by a common passion - to be the best. Every challenge is an opportunity to learn, innovate, and excel. Your Role As a Technical Support Engineer, you will be a crucial member of our Frontline Technical Support Team, providing expert assistance to customers and business partners. You’ll handle inquiries through email, chat, phone, and support cases, resolving technical issues and ensuring a seamless customer experience. You will also: Demonstrate an in-depth understanding of the Milestone product portfolio. Provide top-tier technical troubleshooting and analysis. Deliver solutions with professionalism and confidence. Contribute to the knowledge base and self-help resources to empower the community. At Milestone, YOU are the key to our success. Join our dynamic, international team and become part of a rapidly growing and successful business. Your Responsibilities: Make every customer interaction a satisfying experience through a professional, outgoing and personable attitude Resolves technical issues by applying advanced troubleshooting techniques and analysis Accurately document all case-related communication, files, and resolutions in our ticketing system Create and maintain a variety of self-help resources (KBs, how-to guides) Answers in-depth technical questions requiring remote troubleshooting Diagnose and resolve Windows environmental and product-related errors Professional Qualifications: 5&43; years of experience in Technical Support roles. Strong technical background with hands-on troubleshooting skills. Excellent communication skills and fluency in English (written & verbal). Experience providing multichannel support (phone, email, forums). Experience with Microsoft Windows Server and Linux Operating Systems. IP networking knowledge including Wireshark / Networking analysis. Knowledge of enterprise-level data storage technologies (RAID, NAS, SAN, iSCSI). Experience with Microsoft SQL Server, including troubleshooting and basic SQL queries. Experience with IP Surveillance cameras, access control systems a bonus! Personal Skills: A can-do attitude with a passion for solving complex challenges. Strong team player- shares knowledge, supports colleagues and asks for help when needed. Confident and professional in interactions with peers and customers. Analytical problem-solver who thrives under pressure. Able to handle customer conflicts constructively and recover from challenging situations. Adaptable, calm, and articulate - able to multi-task and maintain focus in a dynamic setting.
