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.  

About H&L 

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.  

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 offers 

• 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 training 
• Recognising potential new or expansion revenue opportunities 
• 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. 

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.

If you're a professional technical writer/editor, we have an exciting opportunity to use your language skills in a new and innovative way. Instead of thinking that AI will replace you, here you can help shape the future of AI.

We are working on several projects that require excellent English skills and familiarity with coding documentation. Following our style guide and other quality guidelines, you will create and check responses that will form the “voice” of future AI. You will create and edit original, helpful, honest, and harmless responses; fact check existing responses; bring submitted texts up to our standards; and work directly with Team Leads to help provide feedback to writers and other participants to ensure they can regularly produce high-quality work.

• At least 1 year of professional experience in writing and editing technical documentation related to software development.

• An ability to understand technical terminology and basic code samples in a variety of programming languages.
• Familiarity with various rich-text formats, including YAML, CSV, and HTML.
• A degree in a field related to English, technical communication, journalism, computer science, or similar.
• Native level of English.
• Willingness to learn new methods, ability to switch between projects and topics quickly and sometimes work with challenging, complex guidelines.
• A laptop, internet connection, availability, and enthusiasm to take on new challenges.

AI Training will be a fast-growing area in the future. We offer an opportunity to jump onboard, learn with us and create a new skill set for the future.

This is a freelance role; it can be done part time alongside other work, although we do hope that you’ll dive deep with us, join our community, and collaborate and grow alongside us.