Global Technical Support Engineer (In-Office, Irving, TX)

Job Description

Job Description

This role is based in-office in Irving, TX. Applicants who reside outside of the Dallas/Fort Worth Metroplex will not be considered.

This position is not eligible for employer-sponsored work authorization. Candidates must be authorized to work in the United States without current or future visa sponsorship.

About Austco

Austco is a global manufacturer of hospital and clinical communications hardware and software. We make innovative products that help nurses and caregivers as they care for their patients. Established in Perth, Australia in 1986, Austco builds the most advanced nurse call and clinical communications technology in the world.

Austco's corporate head office is located in Melbourne, Australia. Our international offices are located in the USA, Canada, the UK, Singapore and New Zealand. The R&D and Order Fulfillment business units are based in Dallas, Texas.

Primary Purpose

This role involves providing mostly remote technical support to a global customer base by diagnosing and resolving hardware and software issues through problem replication and testing. It also includes collaborating with R&D to identify and deploy product fixes, while creating technical documentation and promoting best practices to resellers. Additionally, the position requires meticulous logging, tracking, and reporting of all support activities for record keeping purposes.

Due to the critical nature of Austco's healthcare solutions, this role requires flexibility to provide customer support outside normal business hours. Participation in a rotating after-hours and weekend on-call roster is a requirement of the position. Overtime worked will be compensated in accordance with Austco's applicable policies and local employment legislation.

Key Responsibilities

· Provide remote, technical support to North America and Global customers.

· Setup test environment, problem replication, fault diagnosis and determination of corrective actions – hardware and software.

· Follow up the support with, problem logging, tracking, and reporting.

· Implementing, distributing, and tracking problem fixes and other product hardware and software upgrades.

· Testing of new or modified products/systems - independent functional and systems level testing.

· Working with our R&D team to assist with the identification of product problems and development of associated fixes.

· Help prepare and distribute application and technical notes.

· Promote best practice installation and programming methods to Austco Regional offices and our reseller network.

· Track time spent and details of support provided for record keeping and invoicing.

· Participate in an after-hours and weekend on-call roster, providing technical support to customers outside standard business hours as required

Qualifications and Experience

· 5+ years of experience in corresponding industry (nurse call, security monitoring system, building management or similar).

· Highly motivated and enthusiastic self-learner, able to work alone without supervision or as part of a team.

· The ability to work in a fast-paced, ad-hoc support environment.

· Able to document systems and procedures.

· Excellent team player and good communication, pay attention to details.

· Enjoy technology and able to provide technical support in the Critical Care Communication (Information and Communication technology) fields.

· Hands-on practical / methodical approach to solving problems.

· Ability to manage pressure in a multi-platform, integrated systems environment.

· Highly motivated, enthusiastic as part of a team or alone without supervision.

· Good interpersonal skills with patience, understanding and pleasant telephone manners.

Knowledge Required:

· Applicable industry-based qualification or experience

· Hands-on Linux OS, Windows OS

· Hands-on Networking TCP/IP, LAN, WAN, VPN, Teamview

· SDLC, Java, Container, XML, JManage, MQTT

· Support portal – Zendesk, Bug Tracking Systems – JIRA, Confluence

· Database usage

· Board level electronics