Technical Support Engineer L2

Be Part of Our Next Chapter

For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The Level 2 Technical Support Engineer (TSE) will work as a bridge between customers and Coates Group's internal team, providing customers with technical solutions and ongoing technical support. The L2 TSE is the second line of support, acting as a first point of escalation for L1, which can be from customers or internal L1 Customer Support specialists.

Role Accountabilities

• Handle and resolve support tickets from ticketing systems escalated by L1 points of contact
• Provide phone and email support, or remote assistance, to all clients
• Proactively stay up to date with all the latest technologies concerning Coates products and the underlying technologies
• Update and work-assigned cases in a timely manner adhering to the SLA
• Maintain strong customer rapport and excellent, timely communication
• Liaise with external clients and internal stakeholders to provide solutions and ensure service level agreements are met
• Troubleshoot, respond and resolve software/hardware issues within defined SLA.
• Address and resolve support tickets from our ticketing system.
• Provide basic network support
• Hardware configuration and installation of software.
• Interact with the Project Manager and Support Lead for tickets that require escalation.
• Perform basic L2 troubleshooting and liaising with the onsite technicians
• Setting and preparation for newly introduced stores.
• Verification and maintenance of small devices (basic assembly, SSD, and RAM replacement), OS/software installation, manufacturer warranty application, etc.
• Timely escalation of technical issues to L3 Support engineer

Role Requirements

• Comfortable working on a rotational shift pattern, including night shifts.
• Basic knowledge in IT systems, networking or hardware
• Basic knowledge in a Linux (especially Ubuntu) environment
• Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.)
• Understanding of server-client architecture
• Strong knowledge of Microsoft PowerPoint and Excel is an added advantage
• Degree in IT ( BCA/MCA/Engineering or equivalent qualification)
• Excellent Communication skills

About Coates

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.

Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.

Join a Crew that Cares

Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).

The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

Be inspired To Be More

We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.

Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).