Support Engineer

• Own incidents and requests end to end via phone, email, ServiceNow and in person, keeping users informed at every step
• Diagnose problems across endpoints, identity, connectivity and applications using logs, event data and diagnostic tools
• Handle complex Level 2 and Level 3 escalations through root cause and permanent fix
• Administer and troubleshoot Windows 11, macOS, iOS and Android devices, including Intune enrolment, compliance policies, Autopilot provisioning and patching
• Support and troubleshoot Microsoft 365 across Exchange Online, Teams, SharePoint and OneDrive
• Resolve Entra ID sign-in, MFA and conditional access issues
• Provision, configure and rebuild devices for employee onboarding, offboarding and hardware refresh
• Use scripting and automation such as PowerShell to fix recurring problems and reduce repeat tickets
• Write knowledge base articles and mentor other engineers
• Travel occasionally to Rockdale, Parramatta, Wetherill Park and Eastern Creek sites

Senior Digital Support Engineer

• Own incidents and requests end to end via phone, email, ServiceNow and in person, keeping users informed at every step
• Diagnose problems across endpoints, identity, connectivity and applications using logs, event data and diagnostic tools
• Take complex Level 2 and Level 3 escalations through to root cause and permanent fix
• Administer and troubleshoot Windows 11, macOS, iOS and Android devices, including Intune enrolment, compliance policies, Autopilot provisioning and patching
• Support and troubleshoot Microsoft 365 across Exchange Online, Teams, SharePoint and OneDrive
• Resolve Entra ID sign-in, MFA and conditional access issues
• Provision, configure and rebuild devices for employee onboarding, offboarding and hardware refresh
• Use scripting and automation such as PowerShell to fix recurring problems and reduce repeat tickets
• Write knowledge base articles and mentor other engineers
• Work primarily at Fortitude Valley with occasional travel to Banyo and Kingsgate sites

• Monitor overall performance, including reliability, durability, maintainability, and serviceability, of assigned current and future products
• Train and support field Technical Support Representatives and dealer technicians
• Own and establish commercial impact on product problems
• Manage Top Commercial Issue list processes
• Identify, investigate, and obtain resolution commitments for significant field problems
• Maintain and improve assigned product performance
• Reduce warranty cost and customer impact of field product problems
• Initiate, develop, and cost-justify field rework programs and product support programs
• Manage products and commercial issues throughout ANZP and CJL territories
• Serve as global lead on Load & Haul and Rigid Frame Trucks

Customer Support Engineer

• Provide day-to-day support for CT’s internal business applications, troubleshooting and resolving user issues in a timely and practical manner.
• Investigate application errors, access issues, workflow problems and basic integration queries, escalating where required.
• Support and administer a varied portfolio of SaaS and business applications, including ConnectWise, Quosal, Enboarder, HubSpot, DeskDirector, N-able, QBO, BambooHR, ScalePad, SmileBack, Workable, Zapier, Wise-Sync, Lusha, VisualCare and ShiftCare.
• Assist with system configuration, user administration, workflow changes and general system housekeeping.
• Identify opportunities to simplify processes, improve system usability and reduce recurring support issues.
• Maintain accurate system documentation, support notes and process guides to promote consistent use of business applications.
• Contribute to system improvement projects, including workflow enhancements, automation and application changes.
• Work with internal stakeholders to understand business requirements and translate them into practical system updates and support solutions.
• Balance day-to-day support activities with improvement initiatives and changing business priorities.
• Assist the Head of Digital and Platforms with prioritising support activities and evolving business system requirements.
• Provide a responsive, service-focused experience to internal users and contribute to reliable, well-administered business systems.

Application Support Analyst

• Respond to customer requests in English across chat, email, tickets, and other relevant channels
• Resolve customer questions, complaints, and issues quickly, clearly, and professionally
• Follow up on cases until fully resolved
• Escalate cases beyond scope to responsible teams and ensure customers receive a response
• Maintain a consistent tone aligned with the company's image
• Build support workflows from scratch, including escalation and response procedures
• Create and maintain canned responses, templates, and a knowledge base/FAQ
• Document recurring issues and suggest solutions or improvements
• Log all customer interactions in an organized way
• Track response time, resolution time, and customer satisfaction metrics
• Report periodically to management on support volume and key concerns
• Bring customer feedback, recurring pain points, and improvement suggestions to the company
• Identify patterns indicating broader product or process issues
• Ensure confidentiality and proper handling of customer information
• Follow company security and data protection procedures
• Help onboard and train new agents as the team grows
• Help define future team standards and best practices

Customer Support Analyst

• Support and enhance Calypso, BOQ Group's core Treasury platform
• Provide day-to-day system support and troubleshoot issues
• Improve processes and deliver solutions supporting Treasury teams and broader business outcomes
• Produce reports and perform testing activities
• Contribute to system upgrades, integrations and strategic projects
• Collaborate with Treasury and technology professionals, stakeholders and vendor partners
• Support critical business operations and future-focused Treasury initiatives

Support Analyst – Treasury Systems

• Provide accurate and timely support via Slack, chat, or email to troubleshoot and resolve customer issues
• Diagnose and resolve technical problems, escalating complex issues to R&D or Product when needed
• Build strong relationships and educate customers on product features
• Maintain a professional, supportive tone with customers
• Create and update support documentation
• Log all interactions in the support system
• Enhance skills through ongoing training to maintain technical excellence and deliver top-tier support

Technical Support Engineer

• Provide responsive technical support across hardware, software, network and account issues
• Support laptops, desktops, mobile devices, printers, meeting room technology and other end-user equipment
• Manage user onboarding and offboarding, including Microsoft 365, Entra ID, device provisioning and access
• Administer and maintain Microsoft 365, Azure, Teams, SharePoint and Exchange Online
• Support network infrastructure including firewalls, switching, Wi-Fi, VPN and remote site connectivity
• Provide IT support to drill rigs and regional depots, including remote and occasional on-site support
• Support field technology such as telematics, cameras and connectivity equipment
• Assist with cyber security operations including endpoint protection, patch management, vulnerability remediation and identity/access management
• Monitor and triage security alerts, escalating incidents where required
• Maintain IT assets, software licensing, documentation and troubleshooting procedures
• Work with internal teams and external vendors to resolve issues and improve IT processes
• Travel to regional and remote sites when required
• Work closely with the IT Manager and wider IT team as an individual contributor

IT Support Engineer

• Deliver exceptional customer experiences by providing timely and effective support
• Troubleshoot complex and dynamic customer environments, diagnosing and resolving technical issues
• Maintain clear and consistent communication with external customers and internal teams
• Develop deep expertise in products and solutions, understanding customer usage patterns
• Collaborate with Software and Hardware Engineering teams to diagnose issues, propose workarounds, and implement resolutions
• Respond to customer inquiries across chat, phone, and web
• Track customer cases and prioritize them based on classification and urgency
• Provide workarounds and resolutions in accordance with established service level agreements
• Track and report metrics and drive continuous improvement
• Participate in an on-call rotation to ensure 24/7 support coverage