Key responsibilities:

• Promptly respond to customer inquiries and requests.
• Take ownership for the resolution of customer service and support issues.
• Go the extra mile to action commitments to closure and exceed customer expectations.
• Provide thorough and timely follow up to customers whose customer service and support issues cannot be resolved during the initial call.
• Activate, charge and stage mobility devices and apply accessories as per customer requirements.
• Proactively communicate with customers when inventory constraints and/or quality issues impact timely fulfilment of orders.
• Manage customer complaints in a positive, empathetic and professional manner and ensure timely and effective resolution.

Star21

We are a premium Telstra partner that provides innovative technology solutions to our customers to enable them to explore possibilities for a connected future. Powered by a competitive Australian based network, we drive product leadership and innovation and go over and above expectations to deliver an exceptional experience for our customers that enables them to succeed and grow.     

We build our culture around people that are:

• Passionate – positive, tenacious, uncompromisingly focused on what matters and take great pride in what they do.
• Customer focused – always listen well and place the customer’s needs at the centre of what they do; go above and beyond the expectations of the role to delight customers;
• Trusted partner – results oriented, always do what they say they will do and behave in ways that earns the trust and respect of customers, colleagues and managers.
• Value teamwork – work together across the organisation, as OneTeam, to deliver an exceptional customer experience; make time to help our colleagues, share information and ideas openly and support each other to perform at our best.
• Drive innovation – seek excellence, have a thirst for learning and continuously improve what they do.

Our ideal candidate will have:

• VCE completion of equivalent high school leaver certificate.
• Previous experience in a customer support role within a technology driven environment preferred.
• A strong focus on the customer and the willingness to go the extra mile to create an exceptional customer experience.
• Strong communication and rapport building skills.
• Attention to detail and commitment to getting things right first time.
• Passion for continuous learning and thirst for improvement.
• An ability to thrive under challenge and deliver outstanding results in a fast paced and dynamic environment

What we offer you:

• The opportunity to work for a small, agile and growing technology organisation, powered by the security of a key telecommunications partner but unencumbered by hierarchy and bureaucracy.  
• You will work with a close knit, dynamic team who are passionate about the customer.
• You will have the opportunity to make a real difference to Star21’s customer experience journey.
• You will be based at Star21’s Abbotsford office with the flexibility to work from home.
• You will be provided with a competitive remuneration package in line with your experience and performance.

If you are looking to kick start your career, hungry for achievement and seeking a challenge and the opportunity to develop your talents in a thriving technology organisation, please send your application letter and CV to info@star21.com.au

The Role

Star21 provides premium mobility, cloud, collaboration and network technology solutions to customers that enable them to operate with flexibility and speed and support their business growth goals. Partnered with Telstra, Star21’s premium telecommunications solutions are powered by a competitive Australian based network and supported by service delivery levels that go beyond customer expectations, lifting market standards.  

The Senior Architecture Engineer is Level 3 Technical Support role. It has responsibility for the development and implementation of Mobile Device Management (MDM) infrastructure projects that deliver enrolment, management and security solutions for Star21 customers to help them to manage their fleet of mobile devices in a secure and seamless way.

Key responsibilities:

• Manage and lead the successful scoping and implementation of MDM infrastructure projects for Star21 customers within agreed time frames.
  • Organise and co-ordinate technical meetings with key client stakeholders to scope requirements and clarify customer expectations and outcomes.
  • Complete and review configuration spreadsheets to ensure requirements are fully captured.
  • Configure customer environment as per agreed requirements.
  • Liaise with external vendors as appropriate.
  • Assist client stakeholders to enrol and test devices and/or applications.
  • Facilitate project completion/sign off by customer and administer ticket closure.
  • Proactively communicate with internal and external stakeholders in the implementation of MDM infrastructure projects.
  • Ensure customers are kept up to date with project status and manage open communications always relating to outstanding issues.
  • Develop concise and comprehensive project documentation and build customer capability.
    • develop build and administration support process documentation for the customer environment.
    • provide training and/or support tools to end users.
  • Establish and maintain positive trust relationships with external stakeholders and third-party vendors to ensure quality service delivery and support.
  • Promptly respond to allocated tickets in a highly personalised and professional manner within the agreed response SLA/KPIs.
  • Assess requests and/or incidents and troubleshoot solutions for complex Microsoft Office 365 issues and/or incidents that could not be satisfactorily handled by the Level 1 & 2 Technical Support teams.
  • Provide first point of contact overflow support for technical requests and incidents.
  • Provide proactive and customer centric MDM infrastructure technical support and troubleshooting by going above and beyond the expectations of the role to provide an exceptional customer experience, every time.
    • Actively listen to and/or confirm understanding of customer issue or incident to provide efficient and effective response handling.
    • Take proactive ownership and accountability for troubleshooting issues or incidents and problem resolution of allocated Level 3 tickets to closure.
    • Document actions taken to ensure request/incident history and resolution fixes have been fully and accurately captured.
    • Manage ticket status as appropriate when action pending by others.
  • Ensure clear understanding of internal requests escalated from Level 2 Senior Support Engineers and handover of full and accurate request history/information.
  • Contact the customer where further information is required to resolve the request and/or issue to their satisfaction.
  • Ensure customers are kept updated and provide thorough and timely follow up to customers whose technical support request or incident cannot be resolved during the initial call and/or agreed resolution time.
  • Acknowledge all customer dissatisfaction, disputes and/or complaints in a positive, empathetic and professional manner and ensure timely and effective resolution.
  • Ensure all customer dissatisfaction and complaints are accurately documented and escalated to the Technical Support & Staging Lead for trend analysis and service delivery improvement.

Star21

We are a premium Telstra partner that provides innovative technology solutions to our customers to enable them to explore possibilities for a connected future. Powered by a competitive Australian based network, we drive product leadership and innovation and go over and above expectations to deliver an exceptional experience for our customers that enables them to succeed and grow.   

We build our culture around people that are:

Passionate – positive, tenacious, uncompromisingly focused on what matters and take great pride in what they do.

Customer focused – always listen well and place the customer’s needs at the centre of what they do; go above and beyond the expectations of the role to delight customers.

Trusted partner – results oriented, always do what they say they will do and behave in ways that earns the trust and respect of customers, colleagues and managers.

Value teamwork – work together across the organisation, as One Team, to deliver an exceptional customer experience; make time to help our colleagues, share information and ideas openly and support each other to perform at our best.

Drive innovation – seek excellence, have a thirst for learning and continuously improve what they do.

Our ideal candidate will have:

Tertiary qualifications in IT, Computer Science software engineering or equivalent experience

Previous experience in IT infrastructure development roles, preferably within a Managed Services experience essential

Previous project management experience, preferably within a telecommunication and/or information technology environment

Previous experience in a service desk/technical support environment A strong focus on the customer and the willingness to go the extra mile to create an exceptional customer experience.

Strong communication and rapport building skills.

Attention to detail and commitment to getting things right first time.

Passion for continuous learning and thirst for improvement.

An ability to thrive under challenge and deliver outstanding results in a fast paced and dynamic environment.

What we offer you:

The opportunity to work for a small, agile and growing technology organisation, powered by the security of a key telecommunications partner but unencumbered by hierarchy and bureaucracy.  

You will work with a close knit, dynamic team who are passionate about the customer.

You will have the opportunity to make a real difference to Star21’s customer experience journey.

You will be based at Star21’s Abbotsford office with the flexibility to work from home.

You will be provided with a competitive remuneration package in line with your experience and performance.

If you are looking to kick start your career, hungry for achievement and seeking a challenge and the opportunity to develop your talents in a thriving technology organisation, please send your application letter and CV to careers@star21.com.au,