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Technical Support / Customer Service

3072 Preston Australian Private Networks Pty

Posted 2 days ago

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Job Description

Job title: Technical Support / Customer Service

Job Summary:

We are seeking a dedicated and customer-oriented individual to join our team as a Technical Support / Customer Service. The primary responsibility of this role is to provide excellent service and support to customers, ensuring their needs are met in a timely and efficient manner.

Skills:

– Excellent communication skills, both verbal and written

– Strong problem-solving abilities

– Ability to work well under pressure in a fast-paced environment

– Knowledge of customer service principles and practices

Responsibilities:

– Answering incoming calls and responding to customer inquiries in a qualified manner

– Providing information about products or services offered by the company

– Resolving customer complaints or issues effectively and efficiently

– Processing orders, returns, and exchanges accurately

– Maintaining accurate records of interactions with customers

Qualifications:

– High school diploma or equivalent required

– 1+ years of experience in a customer service role preferred

– Proficiency in Microsoft Office applications

– Ability to work flexible hours, including weekends if necessary

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.

SOTI does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers. SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.

Job Title : Technical Support Specialist Level 3

Who we are

At SOTI, we are committed to delivering best-in-class mobile and IoT device management solutions. We are looking for out-of-the-box thinkers who appreciate the art of creating great software.

To us, being visionary is more significant than doing things the way they have always been done.

What we are looking for

SOTI's continued growth and success are driven by innovation, an entrepreneurial mindset, and a commitment to delivering exceptional customer experiences. We are looking for an experienced Technical Support Specialist Level 3 who is passionate about technology, thrives on solving complex technical challenges, and enjoys working directly with customers and cross-functional teams.

In this role, you will serve as a senior technical expert for SOTI's Enterprise Mobility Management solutions, providing advanced troubleshooting, mentoring junior team members, and driving the resolution of critical customer issues. If you have robust technical expertise, excellent analytical skills, and a customer-first mindset, this role offers the opportunity to make a significant impact while advancing your career with SOTI.

What’s in it for you?

The People - From our humble origins in our founder’s basement to our industry-leading position today, SOTI has worked hard to foster a company culture that we can all believe in. A culture that emphasises personal growth, continuous innovation and fun.

The Growth - Our workplace fosters new ideas, fresh perspectives, and the ability to take them over the goal line. SOTI is a fast-paced environment with a global reach that encourages you to make your mark and be part of something big!

The Technology - You’ll get the chance to work with leading-edge technologies and take on complex and interesting projects, as part of highly collaborative and agile teams. You will work alongside SOTI’s partners, which include leading tech giants that will keep you on the cusp of emerging technologies.

What you will do -

- Provide expert-level technical support for SOTI's flagship Enterprise Mobility Management solution, MobiControl, resolving highly complex customer issues.
- Act as the highest level of technical escalation for critical customer incidents, ensuring timely resolution and excellent customer satisfaction.
- Manage technical escalations for enterprise and premium customers, maintaining clear communication throughout the support lifecycle.
- Deliver subject matter expertise on the implementation, deployment, configuration, and optimisation of SOTI software solutions.
- Perform advanced troubleshooting across mobile devices, operating systems, networking, and enterprise environments to identify and resolve complex issues.
- Mentor, coach, and provide technical guidance to Level 1 and Level 2 Technical Support Specialists, helping develop team capability.
- Create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and customer resolutions.
- Collaborate with Product Management, Development, Quality Assurance, and Professional Services teams to identify product improvements, reproduce issues, and validate fixes.
- Assist with the rollout of new product features by contributing to internal training, documentation, and knowledge sharing.
- Participate in cross-functional projects and initiatives to improve support processes, customer experience, and operational efficiency.
- Perform additional duties and responsibilities as assigned by management.

Experience you will bring -

- Degree in Computer Networking, Information Technology, Computer Science, or a related technical discipline preferred.
- Significant experience in a technical support or enterprise software support environment.
- Expert-level knowledge of SOTI MobiControl and enterprise mobility management solutions.
- Advanced understanding of mobile operating systems including Android, iOS, Windows CE, and Windows platforms.
- Strong knowledge of networking fundamentals, including the OSI model, TCP/IP, DNS, DHCP, VPNs, certificates, firewalls, and enterprise networking concepts.
- Excellent analytical and problem-solving skills with the ability to diagnose and resolve highly complex technical issues.
- Strong verbal and written communication skills, with the ability to communicate effectively with customers, technical teams, and senior stakeholders.
- Proven ability to manage multiple priorities in a fast-paced, customer-focused environment.
- A proactive, customer-focused approach with a commitment to continuous learning and technical excellence.
- Language Requirement: Bilingual - English: Professional and any other language: Vietnamese, Thai, Cantonese, Filipino, Japanese

#LI-DK1

#Hybrid

If you want to bring your ideas to life, apply at SOTI today.

Melbourne, Australia
Sydney, Australia
Western Australia, Australia
Brisbane, Australia
South Australia, Australia - Remote
Queensland, Australia
Victoria, Australia - Remote
Current South Wales, Australia - Remote
Full time
R14829
**About Us:**
Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people.
**How We Work:**
At Proofpoint you'll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:
**Bold** in how we dream and innovate
**Responsive** to feedback, challenges and opportunities
**Accountable** for results and best in class outcomes
**Visionary** in future focused problem-solving
**Exceptional** in execution and impact
**The Role**
Proofpoint is seeking a Product Support Engineer for our Enterprise level products. Our team of Product Support Engineers are highly experienced in providing excellent customer support, continuously interacting with our customers through complex, system-level problem escalations/resolutions in a fast-paced environment.
The role is ideal for those who are passionate about engaging with customers and possess an understanding of email administration and security or DNS, however we will consider broader experience gained in a customer-facing, technical environment.
**Your day-to-day**
- Provide Tier 1 support to administrators & enterprise-level partners during business hours (hours may differ depending on customer demand and business need)
- Provide troubleshooting and technical support of complex technical issues constantly communicating with customers via phone, web-based tools and email - Advise customers regarding the product's proper use and address specific systems issues
- Manage product escalations, act as a liaison between customers, and various levels of tiered support
- If needed, work as part of our wider team assisting customers during installations and configuration
**What you bring to the team**
- Proven experience in a technical support/helpdesk environment from industrial placement year or since graduating (experience AND/OR knowledge with Email systems and Networking)
- Experience in problem analysis and resolution of software problems - Ability to handle customers professionally across all interfaces
- Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
- Proven ability to function in a self-directed environment and also to cooperate with team members
**Nice to have**
- Experience with Linux is beneficial
- Innovative thinker who is positive, proactive, and readily embraces change
- Ability to quickly develop as subject matter expert in areas of Proofpoint technologies.
**Why Proofpoint?**
At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you'll love working with us:
+ Competitive compensation
+ Comprehensive benefits
+ Career success on your terms
+ Flexible work environment
+ Annual wellness and community outreach days
+ Always on recognition for your contributions
+ Global collaboration and networking opportunities
**Our Culture:**
Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone.
We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to .
**How to Apply**
Interested? Submit your application along with any supporting information- we can't wait to hear from you!
Proofpoint has been honored with six Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Growth opportunities, Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.
We are the leader in human-centric cybersecurity. Half a million customers, including 87 of the Fortune 100, rely on Proofpoint to protect their organizations. We're driven by a mission to stay ahead of bad actors and safeguard the digital world. Join us in our pursuit to defend data and protect people.
Our BRAVE Values:
At Proofpoint, we are BRAVE in everything we do, and our values aren't just words-they shape how we work, collaborate, and grow.
We seek people who are bold enough to challenge the status quo, responsive in the face of ever-evolving threats, and accountable for delivering real impact.
We value those with a visionary mindset who anticipate what's next and push cybersecurity forward, and we celebrate exceptional execution that ensures we continue to defend data and protect people.
Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.
Find your network, your allies, and your biggest fans. We know that work is simply better when you're surrounded by people who inspire you-who share ideas, cheer you on, and genuinely want to see you succeed. That's why we offer social circles, sponsored networks, and connection points across teams and time zones-to help you find your people, build your community, and thrive together.
This isn't just a job-it's a mission to protect people and defend data in a world that never slows down. We're building the future of human-centric cybersecurity, and that future belongs to all of us. We take ownership, move fast, and hold ourselves accountable-because that's what it takes to stay ahead. And we do it together, winning as one.
Be empowered to reach your full potential through meaningful challenges and personalized support-designed around you and your goals. Whether you're growing as a leader or leveling up from great to exceptional as an individual contributor, we're here to help you get there.
Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.

Bytewize Vacancy for Specialist Technicians

Specialist Technician Candidates - Technical Support to Schools Program

Computer Network and Systems Engineer / Specialist Technician - TSSP / Education Sector

Bytewize is seeking highly experienced IT professionals to fill contract and ongoing employment positions that are available within our company. Successful candidates will be employed by Bytewize to provide ongoing technical support services to the Department of Education (Department) through the Technical Support to Schools Program (TSSP). Bytewize is a reliable and well established company that has been in business for over 23 years and part of the TSSP Program for over 20 years.

These are not entry-level positions, all candidates must have a minimum of 1 years’ industry experience AND previous experience within the TSSP program OR extensive experience within the education sector is essential for consideration.

The roles and responsibilities consist of managing the IT infrastructure within Departments schools. Administration of school network and server infrastructure and providing ICT support services to both the staff and students in large ICT based learning environments.

Essential Technical Skills Required

- Ability to manage and service Windows and Apple devices on an enterprise scale

- Administration and support of Hyper-V virtualized server environments

- Administration various Windows and Linux based servers

- High level enterprise network administration skills required - Cisco and HP switches

- Administration of Cisco wireless network technologies, including wireless controllers and access points

- Excellent language and communication skills are essential for consideration of these roles

- Providing support to enterprise volume desktop and notebook computers

- Extensive experience in SOE and image deployment, including the ability to provide advanced troubleshooting skills where required

- Previous industry experience in an educational setting is essential unless you have high levels of industry experience in a similar scale enterprise level corporate environment

- Extensive knowledge and experience in Department and TSSP initiatives will be highly regarded

- Extensive experience with planning, deployment & management of 1:1 and BYOD devices in an enterprise scale environment will be very highly regarded

- Ability to plan and run ICT professional development sessions and work collaboratively with the schools’ stakeholder ICT management when required

- Technical documentation writing skills

- At least 1 year of relevant work experience

- Bachelor of Networking, Information Technology, cybersecurity or related fields

Tasks & responsibilities

- Ability to manage and service Windows and Apple devices on an enterprise scale

- Administration and support of Hyper-V virtualized server environments

- Administration various Windows and Linux based servers

- High level enterprise network administration skills required - Cisco and HP switches

- Administration of Cisco wireless network technologies, including wireless controllers and access points

- Excellent language and communication skills are essential for consideration of these roles

- Providing support to enterprise volume desktop and notebook computers

- Extensive experience in SOE and image deployment, including the ability to provide advanced troubleshooting skills where required

- Previous industry experience in an educational setting is essential unless you have high levels of industry experience in a similar scale enterprise level corporate environment

- Extensive knowledge and experience in Department and TSSP initiatives will be highly regarded

- Extensive experience with planning, deployment & management of 1:1 and BYOD devices in an enterprise scale environment will be very highly regarded

- Ability to plan and run ICT professional development sessions and work collaboratively with the schools’ stakeholder ICT management when required

- Technical documentation writing skills

Personal Attributes Required

- Highly Motivated industry professionals who have ability to work autonomously, or as part of a team as the company or Department required and/or dictates

- Excellent problem solving techniques with the ability to call upon available resources and escalate to senior management when required

- Punctual, reliable and well organized candidates need only apply

- Excellent human relations and people skills with a genuine passion for the ICT industry

- Excellent technical documentation skills and the ability to follow instructions and technical documentation accurately when required

- The ability to troubleshoot and fault find through a systematic process of observation and elimination, based on previous industry experience

- Current driver’s license and reliable motor vehicle

- Police and background checks will be performed on all shortlisted candidates

- All candidates must be fully vaccinated against COVID-19 and must provide proof of their vaccination status prior to commencement of this role

Remuneration and Payment

- Pay rate is dependent on the candidate’s skill set and level of relevant industry experience

- Annual reviews on pay rates based on performance

- Top pay rates guaranteed to all candidates

Pay: $75,000.00 – $95,000.00 per year

- Company car

- Employee mentoring program





Experience:

- Information & Communication Technology Occupations: 1 year (Required)

Bytewize Vacancy for Specialist Technicians

Specialist Technician Candidates - Technical Support to Schools Program
Computer Network and Systems Engineer / Specialist Technician - TSSP/ Education Sector

Bytewize is seeking highly experienced IT professionals to fill contract and ongoing employment positions that are available within our company. Successful candidates will be employed by Bytewize to provide ongoing technical support services to the Department of Education (Department) through the Technical Support to Schools Program Technical Support to Schools Program (TSSP). Bytewize has been in business for over 25 years and a long-standing panel member of TSSP Program.

These are not entry-level positions, all candidates must have a minimum of 1 years’ industry experience, including previous experience within the TSSP program OR extensive experience within the education sector OR equivalent corporate industry experience is essential for consideration.

The roles and responsibilities consist of managing the IT infrastructure within Department of Education schools. Administration of school network and server infrastructure and providing ICT support services to both the staff and students in large ICT based learning environments.

Essential Technical Skills Required

- Ability to manage and service Windows and Apple devices on an enterprise scale

- Administration and support of Hyper-V virtualized server environments

- Administration various Windows and Linux based servers

- Cloud based service management and administration (Google and Microsoft Services)

- Mobile Device Management administration and deployment

- High level enterprise network administration skills required - Cisco and HP switches

- Administration of Cisco wireless network technologies, including wireless controllers and access points

- Excellent language and communication skills are essential for consideration of these roles

- Providing support to enterprise volume desktop and notebook computers

- Extensive experience in SOE and image deployment, including the ability to provide advanced troubleshooting skills where required

- Previous industry experience in an educational setting is essential unless you have high levels of industry experience in a similar scale enterprise level corporate environment

- Extensive knowledge and experience in Department and TSSPinitiatives will be highly regarded

- Extensive experience with planning, deployment & management of 1:1 and BYOD devices in an enterprise scale environment will be very highly regarded

- Ability to plan and run ICT professional development sessions and work collaboratively with the schools’ stakeholder ICT management when required

- Technical documentation writing skills

Personal Attributes Required

- Highly Motivated industry professionals who can work autonomously, or as part of a team as the company or Department required and/or Bytewize dictates

- Excellent problem solving techniques with the ability to call upon available resources and escalate to senior management when required

- Punctual, reliable and well organized candidates need only apply

- Excellent human relations and people skills with a genuine passion for the ICT industry

- Excellent technical documentation skills and the ability to follow instructions and technical documentation accurately when required

- The ability to troubleshoot and fault find through a systematic process of observation and elimination, based on previous industry experience

- Current driver’s license and reliable motor vehicle

- Police and background checks will be performed on all shortlisted candidates

Remuneration and Payment

- Pay rate is dependent on the candidate’s skill set and level of relevant industry experience

- Reviewson staff pay rates based on performance

- Top pay rates guaranteed to all candidates with a total salary package in the range of $70,000-$110,000per year

- This vacancy is for full time roles available with negotiable options available

- Other benefits include company vehicle, training and development

How to Apply for Vacancies

If you are applying via an online job board listing, please also submit your application directly via email to the following address:

( employment at bytewize.com.au ) To ensure your application is received please make sure you also submit a copy of your resume via email directly to us to the above email address.

If you have any questions or require any more information, please contact us via email or feel free to call our office to speak with our team. Our contact details and all vacancy listings can be found on our website:

Bytewize Vacancy for Specialist Technicians

Specialist Technician Candidates - Technical Support to Schools Program
Computer Network and Systems Engineer / Specialist Technician - TSSP/ Education Sector

Bytewize is seeking highly experienced IT professionals to fill contract and ongoing employment positions that are available within our company. Successful candidates will be employed by Bytewize to provide ongoing technical support services to the Department of Education (Department) through the Technical Support to Schools Program Technical Support to Schools Program (TSSP). Bytewize has been in business for over 25 years and a long-standing panel member of TSSP Program.

These are not entry-level positions, all candidates must have a minimum of 1 years’ industry experience, including previous experience within the TSSP program OR extensive experience within the education sector OR equivalent corporate industry experience is essential for consideration.

The roles and responsibilities consist of managing the IT infrastructure within Department of Education schools. Administration of school network and server infrastructure and providing ICT support services to both the staff and students in large ICT based learning environments.

Essential Technical Skills Required

- Ability to manage and service Windows and Apple devices on an enterprise scale

- Administration and support of Hyper-V virtualized server environments

- Administration various Windows and Linux based servers

- Cloud based service management and administration (Google and Microsoft Services)

- Mobile Device Management administration and deployment

- High level enterprise network administration skills required - Cisco and HP switches

- Administration of Cisco wireless network technologies, including wireless controllers and access points

- Excellent language and communication skills are essential for consideration of these roles

- Providing support to enterprise volume desktop and notebook computers

- Extensive experience in SOE and image deployment, including the ability to provide advanced troubleshooting skills where required

- Previous industry experience in an educational setting is essential unless you have high levels of industry experience in a similar scale enterprise level corporate environment

- Extensive knowledge and experience in Department and TSSPinitiatives will be highly regarded

- Extensive experience with planning, deployment & management of 1:1 and BYOD devices in an enterprise scale environment will be very highly regarded

- Ability to plan and run ICT professional development sessions and work collaboratively with the schools’ stakeholder ICT management when required

- Technical documentation writing skills

Personal Attributes Required

- Highly Motivated industry professionals who can work autonomously, or as part of a team as the company or Department required and/or Bytewize dictates

- Excellent problem solving techniques with the ability to call upon available resources and escalate to senior management when required

- Punctual, reliable and well organized candidates need only apply

- Excellent human relations and people skills with a genuine passion for the ICT industry

- Excellent technical documentation skills and the ability to follow instructions and technical documentation accurately when required

- The ability to troubleshoot and fault find through a systematic process of observation and elimination, based on previous industry experience

- Current driver’s license and reliable motor vehicle

- Police and background checks will be performed on all shortlisted candidates

Remuneration and Payment

- Pay rate is dependent on the candidate’s skill set and level of relevant industry experience

- Reviewson staff pay rates based on performance

- Top pay rates guaranteed to all candidates with a total salary package in the range of $70,000-$110,000per year

- This vacancy is for full time roles available with negotiable options available

- Other benefits include company vehicle, training and development

How to Apply for Vacancies

If you are applying via an online job board listing, please also submit your application directly via email to the following address:

( employment at bytewize.com.au ) To ensure your application is received please make sure you also submit a copy of your resume via email directly to us to the above email address.

If you have any questions or require any more information, please contact us via email or feel free to call our office to speak with our team. Our contact details and all vacancy listings can be found on our website:

Bytewize Vacancy for Specialist Technicians

Specialist Technician Candidates - Technical Support to Schools Program

Computer Network and Systems Engineer / Specialist Technician - TSSP / Education Sector

Bytewize is seeking highly experienced IT professionals to fill contract and ongoing employment positions that are available within our company. Successful candidates will be employed by Bytewize to provide ongoing technical support services to the Department of Education (Department) through the Technical Support to Schools Program (TSSP). Bytewize is a reliable and well established company that has been in business for over 23 years and part of the TSSP Program for over 20 years.

These are not entry-level positions, all candidates must have a minimum of 1 years’ industry experience AND previous experience within the TSSP program OR extensive experience within the education sector is essential for consideration.

The roles and responsibilities consist of managing the IT infrastructure within Departments schools. Administration of school network and server infrastructure and providing ICT support services to both the staff and students in large ICT based learning environments.

Essential Technical Skills Required

- Ability to manage and service Windows and Apple devices on an enterprise scale

- Administration and support of Hyper-V virtualized server environments

- Administration various Windows and Linux based servers

- High level enterprise network administration skills required - Cisco and HP switches

- Administration of Cisco wireless network technologies, including wireless controllers and access points

- Excellent language and communication skills are essential for consideration of these roles

- Providing support to enterprise volume desktop and notebook computers

- Extensive experience in SOE and image deployment, including the ability to provide advanced troubleshooting skills where required

- Previous industry experience in an educational setting is essential unless you have high levels of industry experience in a similar scale enterprise level corporate environment

- Extensive knowledge and experience in Department and TSSP initiatives will be highly regarded

- Extensive experience with planning, deployment & management of 1:1 and BYOD devices in an enterprise scale environment will be very highly regarded

- Ability to plan and run ICT professional development sessions and work collaboratively with the schools’ stakeholder ICT management when required

- Technical documentation writing skills

- At least 1 year of relevant work experience

- Bachelor of Networking, Information Technology, cybersecurity or related fields

Tasks & responsibilities

- Ability to manage and service Windows and Apple devices on an enterprise scale

- Administration and support of Hyper-V virtualized server environments

- Administration various Windows and Linux based servers

- High level enterprise network administration skills required - Cisco and HP switches

- Administration of Cisco wireless network technologies, including wireless controllers and access points

- Excellent language and communication skills are essential for consideration of these roles

- Providing support to enterprise volume desktop and notebook computers

- Extensive experience in SOE and image deployment, including the ability to provide advanced troubleshooting skills where required

- Previous industry experience in an educational setting is essential unless you have high levels of industry experience in a similar scale enterprise level corporate environment

- Extensive knowledge and experience in Department and TSSP initiatives will be highly regarded

- Extensive experience with planning, deployment & management of 1:1 and BYOD devices in an enterprise scale environment will be very highly regarded

- Ability to plan and run ICT professional development sessions and work collaboratively with the schools’ stakeholder ICT management when required

- Technical documentation writing skills

Personal Attributes Required

- Highly Motivated industry professionals who have ability to work autonomously, or as part of a team as the company or Department required and/or dictates

- Excellent problem solving techniques with the ability to call upon available resources and escalate to senior management when required

- Punctual, reliable and well organized candidates need only apply

- Excellent human relations and people skills with a genuine passion for the ICT industry

- Excellent technical documentation skills and the ability to follow instructions and technical documentation accurately when required

- The ability to troubleshoot and fault find through a systematic process of observation and elimination, based on previous industry experience

- Current driver’s license and reliable motor vehicle

- Police and background checks will be performed on all shortlisted candidates

- All candidates must be fully vaccinated against COVID-19 and must provide proof of their vaccination status prior to commencement of this role

Remuneration and Payment

- Pay rate is dependent on the candidate’s skill set and level of relevant industry experience

- Annual reviews on pay rates based on performance

- Top pay rates guaranteed to all candidates

Pay: $75,000.00 – $95,000.00 per year

- Company car

- Employee mentoring program

Experience:

- Information & Communication Technology Occupations: 1 year (Required)

About the latest Bytewize vacancy for specialist technicians Jobsin Victoria !

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Manager, Robotics Technical Support, Amazon Robotics Technical Support (ARTS)

Are you inspired by invention? Is problem-solving through teamwork in your DNA? Do you like the idea of seeing how your work impacts the bigger picture? Amazon Robotics is seeking a leader with a passion for technology, that can easily make connections, are always curious how things really work, and are up for the challenge found in a deeply complex, but very rewarding Robotics environment.
This team is a global squad of talented engineers that work diligently to resolve technical issues and help maintain Amazon’s robotic services, applications and platforms. We are expanding our team to Melbourne, Australia and are looking for an experience technical manager to help us kickstart operations in this region.
As a manager you will not only help to recruit and establish the foundation for this current team but also learn how Amazon leverages state of the art robotics technology to enhance our facilities and better service our customers. You will engage with a dynamic technical environment, navigate complex situation and ensure that your team is always set up for success. Together with your team, you will directly collaborate with Software & Engineering teams from all over the globe to root cause critical issues and ensure problems stay fixed for good!
Important! Please note that this role includes certain Manager On-Call responsibilities over the weekend (daytime) for select high severity events.
Key job responsibilities
- Manage, recruit, interview, hire, coach and mentor directs.
- Ensure directs are up to date with with company, policies, procedures and regulations, while meeting established productivity targets.
- Actively work to encourage, motivate and collaborate direct reports to reach agreed goals, while fulfilling their job responsibilities and obligations. (hold regular 1:1 sessions etc).
- Create and maintain a healthy and positive work culture.
- Implement, establish and meet departmental and company goals to improve business outcome.
- Identifies problem areas and works to implement solutions to effectively resolve them.
- Evaluate employee performance and systems to identify trends and recommend improvements.
- Contributes to team efforts as needed to achieve desired results.
- Acts as an escalation point and incident manager during critical high severity escalations.
As Amazon maintains a very high performance bar, managers may find themselves having do adapt to any given situation and embody different types of roles. Depending on the context they can be: Incident or Project Managers, Technical Authorities in one or more technical areas, Change Approvers, Technical Writers, Trainers, Coaches, Mentors or Mediators. This role fluidity is what enables the manager to be successful and navigate the daily complexities of the Amazon Robotics environment.
- -Bachelor’s degree in Computer Science, Information Technology or related fields.
- -4+ years of management or direct team leader experience in a similarly complex technical support environment.
- -Proven track record in of design, implementation and optimisation of metrics, KPIs, SLAs etc.
- -Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies.
- -Proven experience leading high severity active incident restoration efforts, as a technical authority or Incident Manager.
- -6+ years of relevant technical support management or team leader experience in a diverse complex technical environment.
- -3+ years of relevant engineer technical support hands-on experience.
- -Relevant industry certification(s) in any broad technical domain (Networking, Telecommunications, Cybersecurity,



Cloud Technologies etc.)
- -Relevant Service/Project Management Certifications may present an advantage (ITIL etc)
- Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. IDE statement: Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Senior Product Specialist, L2 Application Support, AVP

The Senior Product Specialist ensures that our clients are optimizing their use of CRD’s products especially in the areas of system configuration, database administration, batch processing, performance tuning, reviewing efficiency of SQL queries, reviewing systems set up and architecture at client installations, and being proficient in areas of system integration testing with external third party vendors

Why this role is important to us

The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created first open front-to-back platform - State Street Alpha, that was launched in 2019.

Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.

What you will be responsible for

As a Senior Product Specialist you will:

- Analyze problems, answer questions and provide training related to the software.
- Decompose complex issues into primitive components, perform root cause assessment and recommend appropriate solutions.
- Identify and test workarounds for bugs or deficiencies in the software.
- Research issues dealing with third party software used as components of the software.
- Follow a standard set of procedures and methods when responding to customer requests or inquiries.
- Conduct research on questions and issues using available information resources andother product specialists.
- Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
- Utilize and administer issue management software according to defined standards.
- Respond to requests for technical assistance via the customer support portal.
- Cross train peers and less experienced staff in product areas as well as how to properly assess and resolve issues.
- Follow all methods and processes guidelines established as standard support operating procedures.
- Meet or exceed customer satisfaction metrics established for the support organization.

What we value

These attributes will help you succeed in the role:

- Strong written and verbal communication skills, with great attention to detail.
- Self-motivated with the ability to operate independently – achieving results without close supervision – while also operating as part of the larger Support team.
- Demonstrated practical, hands-on, ‘can do’ approach, able to work efficiently and creatively, effectively managing changing priorities and deadlines.
- Strong analytical and problem-solving skills.
- Travel may be required up to 5% per calendar year.
- Flexibility with schedule and ability to work beyond regular business hours as needed.
- Proficient working knowledge of Fixed Income and/or Equity financial instruments including Derivatives, Options, Futures, Municipal/Corporate/Bank Loans, Derivatives, and Hedge Funds.
- Exposure to trading software applications such as Bloomberg, Reuters, etc. or any financial data analytics tool such asMatlab, R, SAS.
- At least 2 years hands on experience with the Charles River Investment Management System
- Working knowledge of SQL.
- 0-3 years’ work experience performing one or more of the following: database administration, programming, scripting, and SQL/Stored procedure/trigger development or similar.
- Understanding of relational database concepts on specific database platforms such as Microsoft SQL Server and/or Oracle
- Understanding of operating system principles and general data structures
- Understanding of three tier application architecture.
- Exposure to one or more object oriented programming language (ie C, C#, JAVA, Python)

Education & Preferred Qualifications

- BA/MS degree in a technical field such as Computer Science, Computer Information Systems, Engineering, or another technically related field.
- Ideally a Bachelor’s degree in Science specializing in computer applications or equivalent, with five years progressive experience in software applications or development, at least three of which are in financial services technology.
- Minimum of 5 years’ experience on database platforms with software application packages.
- Broad knowledge of systems architecture and performance tuning.
- A background in Portfolio management and Trade order and execution applications is preferred.

Additional requirements

Periodic off-hours support

Who we are looking for

The Senior Product Specialist ensures that our clients are optimizing their use of CRD’s products especially in the areas of system configuration, database administration, batch processing, performance tuning, reviewing efficiency of SQL queries, reviewing systems set up and architecture at client installations, and being proficient in areas of system integration testing with external third party vendors

Why this role is significant to us

The team you will be joining is a part of Charles River Development (or CRD), that became a part of State Street in 2018. CRD helps create enterprise investment management software solutions for large institutions in the areas of institutional investment, wealth management and hedge funds. Together we have created first open front-to-back platform - State Street Alpha, that was launched in 2019.

Join us if delivering next generation infrastructure, using emerging technologies like AI and Blockchain sounds like a challenge you are up for.

What you will be responsible for

As a Senior Product Specialist you will:

- Analyze problems, answer questions and provide training related to the software.
- Decompose complex issues into primitive components, perform root cause assessment and recommend appropriate solutions.
- Identify and test workarounds for bugs or deficiencies in the software.
- Research issues dealing with third party software used as components of the software.
- Follow a standard set of procedures and methods when responding to customer requests or inquiries.
- Conduct research on questions and issues using available information resources andother product specialists.
- Keep a detailed log of all customer interactions and prepare resolution reports for issues reported by the customer.
- Utilize and administer issue management software according to defined standards.
- Respond to requests for technical assistance via the customer support portal.
- Cross train peers and less experienced staff in product areas as well as how to properly assess and resolve issues.
- Follow all methods and processes guidelines established as standard support operating procedures.
- Meet or exceed customer satisfaction metrics established for the support organization.

What we value

These attributes will help you succeed in the role:

- Strong written and verbal communication skills, with great attention to detail.
- Self-motivated with the ability to operate independently – achieving results without close supervision – while also operating as part of the larger Support team.
- Demonstrated practical, hands-on, ‘can do’ approach, able to work efficiently and creatively, effectively managing changing priorities and deadlines.
- Strong analytical and problem-solving skills.
- Travel may be required up to 5% per calendar year.
- Flexibility with schedule and ability to work beyond regular business hours as needed.
- Proficient working knowledge of Fixed Income and/or Equity financial instruments including Derivatives, Options, Futures, Municipal/Corporate/Bank Loans, Derivatives, and Hedge Funds.
- Exposure to trading software applications such as Bloomberg, Reuters, etc. or any financial data analytics tool such asMatlab, R, SAS.
- At least 2 years hands on experience with the Charles River Investment Management System
- Working knowledge of SQL.
- 0-3 years’ work experience performing one or more of the following: database administration, programming, scripting, and SQL/Stored procedure/trigger development or similar.
- Understanding of relational database concepts on specific database platforms such as Microsoft SQL Server and/or Oracle
- Understanding of operating system principles and general data structures
- Understanding of three tier application architecture.
- Exposure to one or more object oriented programming language (ie C, C#, JAVA, Python)

Education & Preferred Qualifications

- BA/MS degree in a technical field such as Computer Science, Computer Information Systems, Engineering, or another technically related field.
- Ideally a Bachelor’s degree in Science specializing in computer applications or equivalent, with five years progressive experience in software applications or development, at least three of which are in financial services technology.
- Minimum of 5 years’ experience on database platforms with software application packages.
- Broad knowledge of systems architecture and performance tuning.
- A background in Portfolio management and Trade order and execution applications is preferred.

Additional requirements

Periodic off-hours support

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

Discover more information on jobs at StateStreet.com/careers

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3001 Melbourne PointsBet Australia Pty Limited

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Job Description

About Us

At PointsBet, we have only built a fraction of what we have imagined.

Launched in Australia in 2017, PointsBet is committed to delivering the ultimate betting experience. As a global leader in the industry, our people are united by a shared mission: to push boundaries and elevate the thrill of the game – always with a focus on a safe, responsible experience for all users. Our diverse team brings together the best of tech, sports knowledge and creative vision to deliver an exciting platform for sports and racing enthusiasts worldwide.

Role Description

Reporting Manager: Corporate IT Operations Manager

Work Arrangement: Hybrid (minimum 4 days per week in the Melbourne office)

The IT Support Engineer keeps PointsBet’s people productive and secure by delivering end-user support, identity and access management, and device management across Australia, Canada and Japan. The role is the first and second line of the Corporate IT service desk, resolving requests and incidents through Jira Service Management and escalating the rest with clear triage. It also owns the employee lifecycle in IT (onboarding, role changes and offboarding) and the physical workplace, including laptops, peripherals, desks, meeting rooms and office stock. The role works with minimal supervision and puts security first without blocking the business.

Role Responsibilities:

Service Desk & Incident Support

- Work the Service Desk queue: triage, resolve and close requests and incidents within agreed SLAs; escalate to Infrastructure, Security, SRE or vendors with clear notes.
- Troubleshoot Windows and macOS laptops, docks, monitors, headsets, printers and mobile devices.
- Resolve connectivity issues including FortiClient VPN, office Wi-Fi and Microsoft 365 on mobile.
- Raise and manage incidents (PBIM) when an issue affects multiple users.
- Support VIP and executive users, including leadership meeting setups.
- Follow ITIL-aligned processes for Incident, Request and Change Management.

Employee Lifecycle (Joiners, Movers, Leavers)

- Run onboarding for new starters across Australia, Canada and Japan (including MIXI staff): accounts, licences, groups, laptop build and desk setup before day one.
- Process role changes including title updates, email signatures, group and permission changes.
- Complete offboarding on the leaving date: disable accounts, remove licences, set up mail forwarding or mailbox access, and retrieve equipment.

Identity & Access Management

- Administer Entra ID / Active Directory users, security groups, distribution lists, shared mailboxes and Confluence/Jira groups.
- Fulfil access requests in line with the User Access Policy, including approval-gated platforms (e.g. BetTools, TBS, PBAdmin), with Spots and TBS access approved by IT Security.
- Grant and remove Azure RBAC for engineering teams, including key vaults, storage accounts, managed identities, Azure DevOps and GitHub organisation access.
- Approve or deny AutoElevate elevated sessions and UAC requests; manage local admin and admin-account access.

SaaS & Licence Management

- Provision and reclaim licences for Microsoft 365, Copilot, Claude, ChatGPT Business, Udemy, Keeper, Miro, Heap, Zendesk, ApprovalMax and similar tools.
- Configure SSO for SaaS applications and resolve sign-in issues.
- Track licence usage and remove licences for leavers to control cost.
- Build, reimage and redeploy laptops through Microsoft Intune / Autopilot, working with Devicie as the managed service provider.
- Maintain the asset register: monthly office stock takes, out-of-lease device audits, laptop purchases and lease returns.
- Manage stock of peripherals and consumables; set up desks, docks and WFH kits, including trading setups.
- Support meeting rooms, trading-floor screens and AV for town halls and high-profile meetings.
- Deploy application updates and patches to managed devices.
- Action Security Operations (SECOPS) alerts, including blocked malware, suspicious connections and devices missing patches.
- Investigate phishing and suspicious email reports and remove threats.
- Publish the weekly IT Operations communications to staff.
- Write and maintain knowledge base articles and runbooks in Confluence.
- Collaborate with HR, IT Security, engineering teams, vendors and MSPs to deliver services.
- Suggest and test new tools and automation that reduce manual tickets.

Performance Objectives & Measures

- Deliver fast, quality support — Resolve tickets within agreed SLAs; track first-contact resolution and customer satisfaction against IT Operations KPIs.
- Have new starters ready on day one — Accounts, licences and equipment ready before every start date.
- Offboard cleanly — Remove leavers’ access and retrieve equipment on the leaving date; reconcile the monthly HR leavers list with zero orphaned accounts.
- Keep assets and licences accurate — Complete monthly office stock takes, action out-of-lease devices and reclaim unused licences.
- Create and maintain documentation — Write or update knowledge base articles for repeat issues; publish weekly IT Ops communications.

Key Selection Criteria

- 2+ years in IT support or service desk, ideally in a fast-paced or regulated business.
- Hands-on Microsoft 365 and Entra ID / Active Directory administration (users, groups, mailboxes, licences).
- Experience managing Windows and macOS devices with Microsoft Intune or a similar MDM.
- Working knowledge of networking basics (IP, DNS, DHCP, VPN, Wi-Fi) and remote support tools.
- Experience with a ticketing tool such as Jira Service Management or ServiceNow, and ITIL practices.
- Familiarity with Azure RBAC, Azure DevOps, GitHub administration and SaaS SSO is highly regarded.
- PowerShell or other scripting to automate repeat tasks is desirable.
- Relevant certifications such as Microsoft 365 Endpoint Administrator, Azure Fundamentals or ITIL Foundation.
- Degree-qualified or equivalent experience in Computer Science or related field.
- Excellent communication skills to explain technical issues to non-technical staff and executives.
- Organised, reliable and customer-focused, with strong attention to detail across asset, licence and access records.

The PB Perks!

- PointsBet Flex Program – Enjoy hybrid working, “Work from Anywhere” weeks and sabbatical leave, to name a few.
- PointsBet Day – Celebrate your PointsBet anniversary with a day off.
- Annual Bonus Scheme – Recognising exceptional performance, our bonus program rewards great work with additional earnings on top of competitive salary packages.
- Parental Leave – 18 weeks for Primary Careers and 4 weeks for Secondary Carers.
- Employee Assistance Program – access support whenever you need it.
- Additional Perks – Social events, gym classes, pet friendly offices, stocked kitchens, sporting event tickets, wellness programs and more!

Join us in our journey to change the game, innovate daily and create a platform that sports lovers across the globe can trust and enjoy.

Don’t meet every requirement on the job description? That’s okay! We encourage you to apply anyway. We are built different at PointsBet, because we think different. We value diverse perspectives and are excited to hear from applicants with unique skill sets. Your individuality and experience could be the perfect addition to our team

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