Be Part of Our Next Chapter
For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!
We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.
Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.
The Level 3 Technical Support Engineer will provide inbound technical support for our products via ticketing tool, phone, email and remote sessions, providing careful and detailed analysis of log files. Acting as an escalation point from Level 2, the role provides deep analytical troubleshooting services for complex technical problems faced by our clients in quick-service restaurant and retail industries.
Role Accountabilities
- Proactively stay up to date with all the latest technologies concerning Coates products and the underlying technologies
- Troubleshoot complicated Issues, respond and resolve software/hardware issues within defined SLA
- Work closely with Internal operations /content team to provide resolution to escalated tickets.
- Maintain strong customer rapport and excellent, timely communication
- Contribute to documentation to build Coates knowledge base.
- Liaise with external clients and internal stakeholders to provide solutions and ensure service level agreements are met.
- Testing and maintenance of Hardware devices (basic assembly, SSD, and RAM replacement), OS/software installation, manufacturer warranty application, etc.
- Create manuals and knowledge articles for internal/external use.
- Review and escalate bugs and defects. Collaborate with the development team to support the resolution.
- Participate and contribute in process improvement discussions.
- Perform network troubleshooting to make sure all the HW are up to date .
Role Requirements
- Minimum 2 years of working experience providing L2 support in IT Industry.
- Comfortable working on a rotational shift pattern, including night shifts.
- Background in IT systems, networking or hardware
- Experience in working on any of the ticketing tools .
- Excellent understanding of SLAs.
- Advanced Knowledge and experience working in a Linux (especially Ubuntu) environment
- Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.)
- Experience with server, hardware and software support in a networking environment
- Understanding of server-client architecture
- Strong knowledge of Microsoft PowerPoint and Excel is an added advantage
About Coates
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.
We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.
Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.
Join a Crew that Cares
Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.
Be inspired To Be More
We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.
Coates Group is an Equal Opportunity Employer and does not discriminate on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, political affiliation or belief, disabled veteran, veteran of the Vietnam Era, or citizenship status (except in those special circumstances permitted or mandated by law).
What We Do
Coates Group is a growing global technology and digital merchandising solutions provider creating immersive experiences for some of the world's leading brands and their customers.
We are focused on creating dynamic, personalised and engaging experiences powered by our range of digital hardware and proprietary content management system. If you’ve ordered in-store or in the Drive-Thru at McDonald’s somewhere in the world, chances are you’ve interacted with our digital solutions!
We work across 50+ global markets with our headquarters located in Sydney, Australia and other offices in Japan, India, China, the Middle East, Canada, Europe and the United States.
Our people who we proudly call our “Crew” are at the heart of everything that we do. So, it is our commitment to empower and develop the people that set us apart. This is done by implementing new policies that our people care about like an annual market competitive bonus program, opportunities for growth and prioritisation for learning and development that includes kick-starting our new wellbeing program called Thrive.
The cornerstone of Thrive is our flexible work approach, including a suite of flexible work options because we are believers that you should never miss an important life or work moment. Thrive also equips our crew with wellness tools and dedicated time to prioritise our health with Yoga and Meditation programs as well as a Global Wellness Day off to enjoy and recharge plus a Give Back Day for the opportunity to make an impact on the community.
Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).
We are one global crew with diverse perspectives that make us stronger. We are curious, charismatic and authentic. And together, we make our purpose become a reality, to create immersive brand experiences for everyone
