1st Line Support Engineer

**Want to deliver tech with purpose, with people who care?**

**Join us in our mission to create solutions that help keep children safe online.**

**Who we are?**

Headquartered in Perth, Australia, with offices globally,, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose-driven business, operating under the ‘Linewize’ brand in North America and Asia Pacific, the ‘Smoothwall’ brand in the UK, and the ‘Qoria’ brand in EMEA and Sri Lanka. Our solutions are utilised by schools, school districts, and parental communities to protect children from seeing harmful content online, identify children at risk based on their digital behaviours and ensure teachers maintain focus and safe learning in the digital classroom. 30.000 schools and 7 million parents depend on our solutions to keep 25 million children safe in 180 countries around the world.

**What’s the opportunity?**

A **first line engineer** is responsible for providing technical support and assistance to customers or end-users. They troubleshoot and resolve technical issues, answer inquiries, and provide guidance on product usage. They may also escalate more complex issues to higher-level support teams or engineers. Additionally, first line engineers may be involved in the installation, configuration, and maintenance of hardware and software systems. They play a crucial role in ensuring customer satisfaction and maintaining the functionality of technology products and services.

**Here’ how’ll you’ll do it**:

- Troubleshooting hardware and software issues
- Logging and tracking support tickets in a helpdesk system
- Escalating complex issues to second line support or other teams
- Conducting remote troubleshooting and maintenance
- Training end users on how to use technology effectively
- Performing regular system checks and maintenance tasks
- Keeping up-to-date documentation of technical issues and solutions
- Collaborating with other teams to resolve larger technical problems.

**This role requires**:

- Strong technical knowledge and understanding of IT systems, hardware, and software.
- Excellent problem-solving skills and ability to troubleshoot technical issues.
- Good communication skills and ability to effectively communicate with customers and team members.
- Ability to work independently and as part of a team.
- Strong customer service skills and ability to provide support in a professional and courteous manner.
- Attention to detail and ability to follow processes and procedures accurately.
- Ability to prioritize and manage multiple tasks effectively.
- Willingness to learn and adapt to new technologies and systems.
- Relevant certifications or qualifications in IT support or related field may be required.
- Experience in a similar role or in a customer service environment may be beneficial.

**Why choose Qoria?**

**In this role, you can expect**:

- Employee stock options
- Enhanced holiday & family leave
- Tech Allowance
.... and much more

**More importantly, you'll**:

- ** Support tech with purpose...**

As Technical Support at Qoria, your work truly matters. With every customer interaction, you’ll be helping children stay safe online. It feels good to do good.
- ** With people who care...**

One of our values is ‘Care, Always’. Our Support Team lives and breathes that, every day. We also look after each other and help create a supportive environment for all.
- ** Through work that you love...**

Being Technical support takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you’ll love the impact you have.
- ** And a career that you own...**

A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions