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

Austco•Irving, TX

5d•Onsite

About The Position

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.

Requirements

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.
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

Nice To Haves

Applicable industry-based qualiﬁcation or experience

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