The Technical Support Engineer Level 3 resolves escalated technical issues, provides analytical troubleshooting, maintains customer rapport, and collaborates with development teams to resolve bugs.
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 3 Technical Support Engineer is responsible for the handling and resolution of escalated deployment and post-deployment support tickets from L2 technical support (including client), providing inbound technical support for our products via ticketing tool, phone, email and remote sessions – careful and detailed analysis of log files will be required. Acting as an escalation point from L2, the role provides deep analytical troubleshooting services for complex technical problems faced by our clients in quick-service restaurant and retail industries.
Role Responsibilities
- Provide deep, analytical troubleshooting for complex tech issues, within defined SLA.
- Work closely with Internal operations /content team to provide resolution to escalated tickets.
- Review and escalate bugs and defects, collaborating with development teams to support resolutions.
- Maintain strong customer rapport and excellent, timely communication.
- Contribute to documentation to build Coates knowledge base.
- Proactively stay up to date with all the latest technologies concerning Coates products and the underlying technologies
- Test and maintain Hardware devices (basic assembly, SSD, and RAM replacement), OS/software installation, manufacturer warranty application, etc.
- Develop manuals and knowledge articles for internal/external use.
- Participate and contribute in process improvement discussions.
- Perform network troubleshooting to make sure all HW is up to date.
Role Requirements
- Minimum 2 years of working experience providing L2 support in IT Industry.
- Background in IT systems, networking or hardware.
- Experience in working on any of the ticketing tools .
- Excellent understanding of SLAs.
- Advanced Knowledge and experience working in a Linux (especially Ubuntu) environment.
- Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.)
- Experience with server, hardware and software support in a networking environment.
- Understanding of server-client architecture.
- Strong knowledge of Microsoft PowerPoint and Excel is an added advantage.
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).
Fraud Alert: Employment Scam Advisory
It has come to our attention that unauthorised individuals are impersonating our company and reaching out to job seekers through fraudulent emails, falsely claiming to represent Coates. These emails often request personal information and appear to come from domains that are not affiliated with our organisation, such as coatesgroupcareer.com.
We take this matter very seriously. Coates has reported these incidents to law enforcement and is cooperating with the ongoing investigation. We are committed to protecting the integrity of our recruitment process and the privacy of our applicants.
Please be advised of the following:
- Coates does not operate or communicate through any domain resembling "@coatesgroupcareer.com"
- We do not contact employment candidates via email to solicit personal or financial information
- All applications for employment must be submitted through our official website https://coatesgroup.com/careers or directly through our LinkedIn profile: Coates Group
- All emails from us will come from our official domain, which is [at]coatesgroup[dot]com or via our Applicant - Tracking System (ATS) email address, which is no-reply[at]hire.lever[dot]co
If you receive any suspicious communications purporting to be from Coates, we urge you not to respond, do not click any links, and do not provide any personal information. Your safety and trust are of the utmost importance to us. Thank you for your vigilance.
