• Perform manual synthetic and functional tests in production environments to ensure stability and performance of telecommunications services • Execute stress tests on critical systems, assessing behavior under high load • Conduct continuous monitoring using Kibana and dedicated dashboards to proactively detect failures or anomalies • Open, log, categorize and follow up on incidents • Work closely with QA, development and infrastructure teams • Prepare technical reports and provide evidence of tests performed

• Responsible for providing end-user technical support, maintaining IT systems and services, and ensuring compliance with organizational IT policies and standards. • Respond to and resolve trouble tickets in a timely and professional manner, ensuring high levels of customer satisfaction. • Provide technical support for desktops, laptops, mobile devices, printers, and related peripherals. • Perform user account administration, including account creation, modification, password resets, and access control. • Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive. • Perform system patch management to ensure operating systems and applications are up-to-date and secure. • Monitor and verify completion and integrity of daily system backups; escalate and remediate failed backups as needed. • Maintain hardware and software inventory, including asset tracking, lifecycle management, and documentation. • Install, configure, and troubleshoot software and hardware components. • Assist with onboarding and offboarding processes, including system access and equipment provisioning. • Document technical procedures, solutions, and knowledge base articles. • Monitor system performance and escalate issues to senior IT staff when necessary. • Ensure compliance with cybersecurity policies, procedures, and best practices. • Provide basic network troubleshooting, including connectivity and access issues. • Support IT projects, upgrades, and deployments as assigned. • Perform routine maintenance of IT systems and equipment. • Provide user training and guidance on IT systems and applications.

Title: Technical Support Engineer Location: Sydney Australia Job Description: Who are we? Humanforceʼs vision is to make work easier and life better for frontline and flexible workforces. Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centered, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Talent, Payroll, and Wellbeing. Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines. Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the worlds talent with the growth, productivity and efficiency objectives of frontline and flexible workforces. Who you are As a Technical Support Engineer, you will take on the exciting challenge of delivering outstanding support to both customers and end users, helping them unlock the full potential of their Humanforce investment. In this role, you'll manage customer relationships, troubleshoot issues, assist with software installation and testing, and collaborate closely with internal teams to resolve any customer concerns. You will be instrumental in ensuring customer satisfaction by serving as a subject matter expert in essential areas such as awards, while providing timely and effective technical solutions that meet our service level agreements (SLAs). What you will do - Technical Support: Provide responsive, high-quality support to customers using the Humanforce platform, resolving technical issues efficiently and professionally. - Issue Resolution: Troubleshoot software problems, investigate root causes, and clearly communicate solutions in a way that's easy for users to understand. - Customer Coaching: Identify opportunities for client upskilling and deliver helpful guidance to ensure users get the most out of Humanforce. - Collaboration: Work closely with internal teams to escalate complex issues, share insights, and continuously improve the support experience. - Product Testing: Assist in verifying product issues or changes to ensure optimal client outcomes. What you'll need - Working knowledge of Windows OS, Android/iOS, and web browser environments - Strong skills in web browser troubleshooting tools - Understanding of databases and experience writing queries with Microsoft SQL Server - Familiarity with network protocols (e.g. TCP/IP, HTTP, TLS/SSL, RDP, SMTP) - Knowledge of file transfer protocols such as sFTP - Experience with remote access tools like ConnectWise Control or TeamViewer - Comfort with supporting web-based applications Some 'nice to haves' - Experience with Workforce Management (WFM), HCM, or Payroll software is a plus Our values - We are bold - We are all in - We are customer obsessed - We do what we say - We are good humans Our approach to flexibility We are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms. Benefits - A flexible working environment - The opportunity to be part of a fast-growing tech company - A focus on development with access to Go1 learning - Paid parental leave and Quarterly Wellbeing Days - Employee talent referral scheme (know great people, be rewarded) - A fun and friendly culture working with passionate and talented people - A work environment where you can genuinely improve the world of work! We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.

Role Description We're looking for someone who is excited to solve problems, communicate effectively, and create positive customer experiences. Do you thrive in fast-paced, autonomous environments? Are you eager to make an impact at a high-growth startup? As a Technical Support Representative at Quo, you'll play a key role in delivering exceptional service to our customers while shaping the future of our product. You’ll assist hundreds of customers weekly—answering questions, resolving technical challenges, and ensuring they’re getting the most out of Quo. Beyond customer support, you’ll provide product feedback to our engineering and design teams to help craft the best possible experience for our users. You’ll also have opportunities to work on projects that scale and improve our customer experience team—helping us grow smarter and faster. - Assist Quo customers and prospects through email, live chat, phone, and text. - Troubleshoot technical issues, collaborating with the engineering team for timely resolutions. - Proactively identify and recommend process improvements to streamline our operations. - Advocate for customer needs by turning feature requests and insights into actionable recommendations for the product team. - Identify high-growth accounts or sales opportunities, collaborating with the Customer Success team for follow-ups. - Keep internal documentation up-to-date to ensure smooth operations within the team. Qualifications - 1-3 years of experience in customer-facing roles (experience at a startup is a bonus). - Diverse paths of learning and growth, whether they involve a degree, certification, or relevant experience. - Empathy, creativity, and resourcefulness in tackling customer questions and challenges. - Exceptional writing skills with attention to detail and a friendly, approachable tone. - Comfortable navigating technical issues and excited to dive into the details to find solutions. - Eager to learn, adapt, and grow in this role and beyond. - Thrives in dynamic, fast-paced environments and enjoys working alongside a passionate team. Requirements - Schedule flexibility within North America, with most roles starting around 7 - 9 AM PST and running for about 8 hours. - Open to working weekends, depending on the needs of the team.