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March

Technical Support Engineer, Level Ii

Zoom - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

Zoomies help the world connect — and deliver happiness while doing it. We set out to build the best video conferencing product for the enterprise, and today help people communicate better with products like Zoom Phone, Zoom Rooms, Zoom Video Webinars, Zoom Apps, and OnZoom.

We’re problem-solvers and self-starters, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and enjoy opportunities to advance your career in a diverse, inclusive environment.

Technical Support Engineer - Level II

We are looking for a full-time Technical Support Engineer based in Sydney, Australia supporting the global market.

The ideal Technical Support Engineer is passionate about our Cloud
Meeting vision, has a great attitude, and the ability to be reactive and
proactive on a day to day basis. The Technical Support Engineer is
expected to be highly proficient in all areas related to our Zoom products.

Responsibilities

  • Provide support to troubleshoot and resolve technical issues reported
  • by customers and other team members through phone, chat, and ticket
    channels.
  • Identify bugs, test, reproduce, report, and work with the escalation
  • engineers to assist with a fix and test/verify fix versions.
  • Provide ideas and assist with creation of documentation and training
  • material for external and internal Support Center content.
  • Maintain clear, concise, and positive communication for all cases in a
  • timely and efficient manner including follow-ups with customers, team
    members, and engineers.
  • Stay familiar with all of Zoom’s products, offerings, and integrations as
  • well as those of software and hardware competitors and partners in the
    industry.

    Requirements

  • Must be authorized to work for any employer in Australia
  • Must speak English and Mandarin is a plus.

  • Minimum 6+ years of at least Tier II level Technical Support and
    Customer Service experience.
  • Bachelor’s degree in Computer or Electronic and Communication

  • Engineering Or Equivalent Degree/experience Preferred.

  • Experience with room-based videoconferencing, VoIP and SIP/H323
    protocol
  • Knowledge in firewall and networking
  • Good working knowledge and skills in Microsoft Office 365, Microsoft
  • Exchange, Azure AD and SSO
  • Experience with Microsoft Teams, Microsoft Teams Live Event, and
  • other meeting solutions a plus
  • Excellent communication (both oral, written, and interpersonal) and
  • customer service skills as well as trouble-shooting skills are a must.
  • Being a true team player is a must at Zoom.

  • Explore Zoom
    • Hear from our leadership team
    • Browse Awards and Employee Reviews on Comparably
    • Visit our Blog
    • Zoom with us!
    • Find us on social at the links below and on Instagram