Customer Service Engineer (ATM Voice)

Tired of working on the same project and looking to make a well needed change for your career?
Cleared has partnered with some of Australia's most unique Defence & Aerospace industry suppliers supporting small to large programs across combat, voice communications, systems integration and platform engineering and we are currently on the lookout for a Customer Service Engineer with experience in IT and network systems, VoiP, Systems Integration and requirements and to manage key customer solutions and deployment of critical software systems for aviation and defence applications.
Role is permanent full-time, based near Brisbane Airport with flexibility, travel and growth on offer.

Role: Customer Service Engineer (ATM Voice)

Main Tasks

• Responding to technical enquiries in all service aspects (error reports, technical issues ...) within the contractually agreed response times.
• First point of contact for customers about all technical service issues during system lifecycles.
• Capturing and analysing reported incidents and problems
• Coordinating and carrying out error analyses and remedies
• Assisting our customers with their technical queries about the operation, configuration, and service of the serviced system.
• Designing, planning, and technically executing changes and extensions to existing systems (change requests). Integrating systems and system components into existing system environments
• Performing system audits
• Collaborating with Product Management on designing and extending/improving products.
• Supporting Product Management with continuous product improvement based on experience gained / feedback from customers.
• Drafting/updating technical documentation on systems and their interfaces.
• Performing system tests on the company test environment and on customers premises
• Site acceptance with customers.
• Coordinating with product development teams and/or development teams on error analysis and troubleshooting
• Travel to client sites within Australia and to the Head Office in Vienna for training.
• The above lists are not exhaustive, and the role may evolve to meet the overall objectives of the company.
• Training
• Specialist system training will be provided for products related to the role from the product portfolio.

Experience and Skills

• At least 5 years of support experience, ideally in the mission-critical environment (with particular focus on safety), preferably ATC.
• Hands-on experience with both HW/SW defect investigation, analysis, and resolution within a customer environment.
• Use of ticketing tools such as Jira/ServiceNow for tracking actions and keeping customers informed.
• Experience with Voice Communication Systems in a mission critical environment (e.g. ATC, Rail, Control and Command Centre related industries)
• Good understanding of standard ATC functions
• Experience or exposure in working with strict government guidelines and frameworks such as under an ASDEFCON contract.
• Experience with Software Deployment Systems, Basic Linux Databases (MS SQL, Oracle) Network (Network administration, CISCO configuration) VoIP (SIP, RTP) Virtualising IT Systems (VMWare, ESXi) Network monitoring (WuG, Zabbix)
• Basic knowledge of telecommunications protocols and interfaces.
• Competencies
• Customer service focused: committed to exceptional customer service across all channels - written, phone, onsite.
• Communication: ability to communicate clearly, varying communication styles depending on the audience.
• Attention to detail: excellent attention to detail when interacting with others, both internally and externally.
• Commerciality: ability to apply knowledge in a practical, commercial manner and support solutioning phase.
• Teamwork: willingness to assist and support others as required and get on with team members.
• Time management/organisation: accomplish objectives effectively within given timeframes and carry out duties within portfolio in an efficient and timely manner.

Qualifications
A University qualification to the level of an Australian bachelor's degree or equivalent qualification in Engineering, Communications, Software, Information Technology, or related discipline.

To perform this role, the successful candidate must.

• Be able to obtain and hold a Defence Security Clearance to at least to NV1 status.
• Be willing to travel both domestically and internationally for work related tasks and training.
• Be available out of normal business hours 8am-6pm, to respond to urgent customer issues either remotely or on site.

Please apply in Word format. PDF is also accepted.

You MUST have Australian Citizenship and ideally have an active or reinstatable Baseline or NV1 clearance.

Cleared Recruitment is leading the way for Defence recruitment services, bringing together some of Australia's best talent in ICT, Engineering and business and connecting those with specialised and future thinking Defence industry suppliers to ensure Australia is mission-ready at all times.