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First Level Support Engineer Australia



IT APJ - 1st Level Support Engineer




  1. Serve as the point of contact and first-level IT support in Software AG’s Australia offices to Software AG internal employees through phone or via remote assistance platform.
  2. Support our Business Units.
  3. Provide technical first level support to offices in Australia (Sydney, Melbourne, Brisbane, NZ) and our remote employees in the region related to workplace systems and other IT solutions while managing incoming requests and incidents via our ticketing system.
  4. Track and work with our ticketing system, open Incidents & Requests, escalate, update and close tickets in a timely and complete manner.
  5. Liaise with vendors and service providers to perform troubleshooting.
  6. Work closely with HR Operations for new-hire onboarding, resignee offboarding, equipment set-up/return, permissions, etc.
  7. Maintain IT hardware inventory up to date.
  8. Promote a high-quality customer support and service culture to achieve operational excellence and customer satisfaction.
  9. Promote IT best practices and system usage.
  10. Working closely and aligning with the team in the APJ region as well as with the global User Service Center team.


Skills, Competencies and Requirements:

  1. 2 to 3 years of related working experience in a technical helpdesk and comfortable in supporting remote offices including different time zones.
  2. Excellent analytical, troubleshooting, organizational, planning, and critical thinking skills.
  3. Demonstrate value creation as part of a team or process in search of practical solutions to business operational needs.
  4. Ability to multi-task, work within processes, and cope with changing priorities to match business needs.
  5. You must be confident and self-motivated with a high level of professionalism. Demonstrate a sense of urgency and the ability to work and respond to a fast-paced environment.
  6. A proactive team player with good interpersonal, written and verbal communication skills to facilitate effective working relationships within the diverse Global IT Team, as well as our user community and stakeholders.
  7. In-depth knowledge of state-of-the-art technology such as Windows 10, Microsoft 365 including Teams, MacOS, iOS, conference room AV equipment in a business environment.
  8. Working knowledge of enterprise solutions such as two-factor authentication (2FA) services including Microsoft Authenticator.
  9. Knowledge in troubleshooting common network issues (LAN/WLAN/WAN) in a corporate network environment.
  10. Knowledge of basic information security principles and best practices is preferred.


  1. CompTIA A+ or an equivalent certification is preferred




















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