RPR Trades offer the complete workforce recruitment and management solution, through industry experts dedicated to specialised Recruitment, optimised Performance and mitigated Risk. Our client who is a medical technology manufacturer, their platform was initially developed with a very simple goal in mind; to help older Australians age in place longer through technology! Interested in a range of technologies? Be part of the NextGen Aged Care / healthcare tech wave! We have an opportunity for an experienced Customer Service Support Technician to join their team in Eagle Farm. Involves providing timely and effective resolutions to technical issues. ASAP Start available $38/hr starting casual with view to permanent transition Monday - Friday from 8.30am to 5pm Key Responsibilities: Support hardware systems for IOT devices, including servers, workstations, and peripherals. Answer and log incoming calls, emails, and tickets from customers promptly and professionally. Provide clear, concise, and courteous communication to assist customers in resolving technical issues. Identify and troubleshoot common problems related to the systems, software, and hardware. Diagnose and resolve Level 1 technical issues, such as system access, password resets, and basic configuration inquiries. Use established procedures and knowledge bases to guide customers to solutions. Document all troubleshooting steps and solutions for each case in the ticketing system. Escalate unresolved issues to Level 2 support or specialized technical teams, ensuring comprehensive case details are included. Follow up on escalated cases to ensure timely resolution and customer satisfaction Assist customers in understanding the functionality and features of the products. Offer guidance on best practices to optimize the use of the systems. Setup and baseline firmware and device configuration for individual client environments Release management for Firmware and applications Ensure hardware compatibility and integration with existing systems. Perform regular maintenance and updates where required Troubleshoot hardware and configuration issues and coordinate repairs or replacements. Document hardware configurations and maintain artefact records. Qualifications required: High school diploma or equivalent. Proficient in using ticketing systems and customer support tools. Exposure to ITSM principles Familiarity with basic networking, hardware interfacing, operating systems, and troubleshooting concepts. A relevant certification in IT (e.g., CompTIA A, ITIL Foundation) is a plus. Skills in database management and coding/scripting are highly valued. Please note the most important requirement requirement in order to be successful in this role is EMPATHY and understanding for the patient If you're keen to find out more, please call Janine on 07 3456 5601 or email your resume to [email protected] RPR Trades is an established Company, looking to make a positive difference in the world of Labour Hire. We have a reputation driven by our Motto "Do it Mean it", meaning we strive for excellence through not only us as a company, but also in the Candidates we hire and the Clients we service.