Tech Support Engineer

• Be the tech-savvy hero and provide an exceptional end user experience across REA Group.
• Hybrid role – 3 days in the office 2 at home.
• Permanent role based in Melbourne

We're REA
 
With bold and ambitious goals, REA Group  is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.
Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Where the team fits in

The Enterprise Technology (known as ETech) team form a part of our Global Technology group which is headed up by our CTO Steve Maidment. The Global Technology group is responsible for providing the technology and data platforms underpinning REA's products, services, and operations. The team consists of around 160 people, which are distributed across the Launchpad, Enterprise Technology, Security, Workforce Identity and Data Services teams.

ETech is responsible for making REA employees happy and productive by empowering them with technology. We also play an integral role providing strategic, commercial input and guidance around decisions across all levels of the business, while continually improving the ‘behind the scenes’ of REA to support our people, as well as providing support to all other functional areas of the business around the globe.

What the role is all about

• Offer technical support and advice on device and user management for all REA Staff – this includes account provisioning and deprovisioning, access to SaaS based applications and imaging and enrolling devices which staff require to fulfil their roles.
• Contribute to the Hardware Lifecycle of all employees (New Starters & Terminations)
• Provide technical escalation to the Technical Support Specialist team and assist with projects when required.
• Travel to other REA offices on a rotational basis to offer support to REA staff.
• Contributes to the Enterprise Tech strategy of encouraging self-service for staff to more effectively resolve technical problems and requests by looking at proactive and innovative ways of providing them with the information to do so e.g. Interactive and engaging knowledge base articles, digital dashboard content, automated macros within our ticket management platform, developing scripts to automate business process and delivering showcases to share knowledge.
• Contribute to broader Enterprise Tech projects as required by the Project Leads and/or team.

Who we’re looking for

• Someone with a few runs on the board – at least 24 months in a similar support role.
• Someone with an exceptional work ethic, attitude and customer service outlook. Someone who can take ownership of the end-to-end IT experience for all REA staff regardless of their location.
• Solid knowledge of Windows Desktop Platforms (Windows 10, 11), Apple Mac Platforms (MacOS & UNIX fundamentals). Mobile platforms (iOS, Android). Understanding of cloud computing standards and related technologies.
• Previous experience with mobile device management platforms (Workspace One, Jamf or Kunji) is a must.
• Understanding of SOE deployment technologies and best practices.
• Must have a basic understanding of network concepts, (Routers, switches, LAN/WAN), troubleshoot and break down hardware and software issues.
• Basic understanding of Microsoft Active Directory, Video Conferencing and Telephony Support, Security, MalWare, SPAM and modern technology practices.
• Understanding of best practice IT service management frameworks and experience using a IT Service Management Platform and ticketing system.
• Qualifications in aligned technologies (e.g. certifications) highly desirable.
• The ability to manage conflicting priorities in a busy work environment, displaying flexibility in reacting to changing task allocations. Looks at tricky situations through a solutions-focused lens.
• Work productively in a fast paced and agile environment - #gsd (urban dictionary will help on this one!)

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow.

Some of our Perks & Benefits include: 

• A hybrid and flexible approach to working
• Flexible leave options including, birthday leave and purchase additional leave
• Flexible parental leave offering for primary and secondary carers
• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
• Hackdays so you can bring your big ideas to life  

Our commitment to Diversity, Equity, and Inclusion  

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

Join our Talent Neighbourhood

Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood!

#LI-HYBRID