L1 - L2 Helpdesk Support technician – Hybrid – Melbourne
H&L POS is growing, and we have a new opportunity in Melbourne for an L1/L2 Helpdesk Support Technician to join our Support Team. Members of the Support Team assist our clients in their day-to-day needs and provide them with high levels of professional service. Â
About H&LÂ
H&L is a hospitality technology company providing our clients with industry-leading Point Of Sale and inventory management tools to work and improve their business. H&L has been at the forefront of technology in the hospitality and food and beverage industry for over 30 years. Our clients range from small bars and restaurants to multinational organisations. Â
With a commitment to delivering cutting-edge technology and exceptional service, we empower businesses to enhance customer experiences and streamline operations.
H&L POS is currently providing a point-of-sale solution to over 2500 clients across Australia. Leading in the pub sector with large accounts such as ALH, Rockpool, AVC, Solotel, and much more. H&L POS has been the leading provider of point-of-sale and inventory management solutions to the hospitality and food and beverage industry for over 30 years and is embarking on a new era of product growth, building a new generation of POS (Point of Sale) and Inventory Management software solutions. The intuitive and customer-centric approach behind our innovative products is why so many venues choose H&L, and why many of our customers are multi-award winners. Our goal is to build on our reputation and be the very best at providing in-house developed software to the growing food & beverage market. While at H&L, we're regarded as a leading systems developer, and we're first and foremost hospitality people.
The candidate can be anywhere within commutable distance of our office in Melbourne, working in a hybrid work model!
Our Support Team offersÂ
- Flexible hybrid working from home arrangements
- Training on our software, integrations, and hardware
- Quarterly KPI Bonuses
What does the role look like:
- Supporting clients with their operational hardware (Workstations, Touchscreens, Printers, etc) and software problems (H&Ls own Sysnet, Windows, third party, etc)
- Use your troubleshooting skills to quickly and correctly identify problems, potential solutions, and perform escalations
- Ensuring clients are satisfied with the resolutions you’ll provide them
- Conducting client procedural support and trainingÂ
- Recognising potential new or expansion revenue opportunitiesÂ
- Supporting other H&L staff
- Efficiently and accurately logging tickets through our ticketing system
About You:
- Excellent problem-solving skills
- A drive for great customer experience
- Thorough knowledge of Windows Operating Systems
- Great organisational skills
- General networking understanding
- Good understanding of desktop and web-based applications
- Good understanding of printer hardware and drivers
- Computer security concept and applications (Firewalls and Antivirus)
- Basic to intermediate SQL Server knowledge
- Hospitality and/or Point Of Sale experience (H&L POS software)
- Call Centre or Technical Support experience
- Experience using TeamSupport or other ticketing tools
- Excellent written and communication skills
- Ability to work under pressure
- The ability to work both in a team and autonomously when working remotely
- Eagerness to learn
- Fluent in English, both written and verbal, is essential
- Legally authorised to work in Australia
Join us at H&L and be part of a dynamic team dedicated to revolutionizing the Point of Sales experience for businesses across Australia.
If you are passionate about sales, technology, and making a significant impact, we would love to hear from you.Â
For information about H&L POS, please visit our website at https://hlpos.com
We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.