_{18th March, 2025}

Who They Are
 
They are a forward-thinking not-for-profit (NFP) organisation dedicated to providing advanced digital solutions. Focused on supporting academic and scientific research, they help institutions securely access essential resources and infrastructure. Through collaborations with various organisations, their efforts contribute to addressing significant global challenges.
 
About the Role
 
As a Support Engineer, you’ll provide essential technical support to a range of universities, ensuring seamless access to critical resources. You'll diagnose and resolve technical issues, support diverse user needs, and contribute to documentation and training.
 
This role is perfect for someone who thrives on problem-solving, is naturally curious, and enjoys engaging with a collaborative, highly skilled team. You don’t need to tick every box—but a keen interest in learning, exploring new technologies, and taking initiative will set you apart.
 
Key Responsibilities

• Provide high-level technical support via phone, chat, and email.
• Troubleshoot identity management issues, gathering detailed information for effective resolution.
• Maintain accurate records of customer interactions and solutions.
• Collaborate with other IT teams to resolve complex technical challenges.
• Monitor system performance and address potential issues proactively.
• Develop user guides and technical documentation.

Your Skills and Experience
 
We’re not just looking for technical skills—we’re looking for the right mindset and approach to problem-solving. If you’re naturally curious, love a challenge, and enjoy working with people, this could be a great fit for you.

• Curiosity Over Credentials – You love exploring technology, problem-solving, and figuring things out. Linux experience is great, but your drive to learn and troubleshoot matters more.
• Enthusiasm & Initiative – You take ownership of challenges, seek out learning opportunities, and enjoy working through tough technical issues.
• Engagement & Confidence – You're comfortable interacting with teammates and external stakeholders, asking the right questions, and communicating clearly.

Alongside this, some bonus technical skills include:

• Experience with L1, L2, or L3 technical support and Unix-based systems.
• Strong analytical skills for diagnosing and resolving complex issues.
• Excellent communication and documentation skills.

Why You’ll Love This Role

• Meaningful Work – Contribute to initiatives that enable groundbreaking research and technological advancements across Australia and beyond.
• Flexible Environment – Enjoy a hybrid work model, beautiful Brisbane offices, and flexible working hours tailored to support your lifestyle.
• Professional Growth – Be part of a motivated, highly skilled technical team and develop your expertise in identity management technologies.
• Inclusive Culture – Join a supportive team that values collaboration, innovation, and celebrating success.

How to Apply
 
If you’re looking for an exciting new role where you can work with leading-edge technology and global partners, this could be the perfect next step for you.

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