May 10, 2022

Tech Support Engineer

  • REA Group
  • Melbourne VIC, Australia
Full time

Job Description

The safety and wellbeing of our employees and potential employees are important to us. Our external candidates will interview via Zoom. Not only do we wish to protect the health and safety of our people, we want to assure candidates that there is no expectation from REA to meet face-to-face. A virtual interview will not adversely impact your application. If you have any questions or concerns, this can be discussed through the screening process.

We're REA

An Australian start-up success story we're quietly proud of.

Our purpose is to change the way the world experiences property. No matter where you're at on your property journey, we're here to help on every step - whether that's buying, selling, renting or renovating.

Some of our brands include realestate.com.au, realcommercial.com.au, spacely.com.au, Flatmates.com.au, Proptrack.com, Smartline.com.au and Mortgage Choice.

We’re proud to have been named one of Australia’s Best Workplaces for 2021. This recognition is a great proof point of our unique and special culture. A culture that is driven by our people, our values, and our commitment to making a difference in the community.

What we’re doing

End User Compute sits within the Enterprise Tech Tribe within the Group Technology team, headed up by our Chief Engineer Chris Venter. The Group Technology team is responsible for providing the technology and data platforms underpinning REA's products, services and operations. The team consists of around 80 people, which are distributed across the Global Infrastructure and Architecture, Security, Enterprise Tech and Data Services teams.

The Enterprise Tech team is responsible for making our 1500 global employees happy and productive by empowering them with technology. Our lean and agile team is home to some of the world’s best software, hardware and system engineers. Our continued investment in technology is marked by a passion to create the best experience for our employees, who in turn create the best property experiences for our large numbers of consumers and customers. The Enterprise Tech team supports all our lines of business, functional units and overseas ventures.

The Tech Support Engineer supports the business in the following ways:

  • Offer technical support and advice on device and user management for all REA Staff – this includes account provisioning and deprovisioning, access to SaaS based applications and imaging and enrolling devices which staff require to fulfil their roles

  • Contribute to the Hardware Lifecycle of all employees (New Starters & Terminations)

  • Provide technical escalation to the Technical Support Specialists team and assist with projects when required

  • Travel to other REA offices on a rotational basis to offer support to REA staff

  • Contributes to the Enterprise Technology Services strategy of encouraging self-service for staff to resolve technical problems and requests more effectively by looking at proactive and innovative ways of providing them with the information to do so e.g., Interactive and engaging knowledge base articles, digital dashboard content, automated macros within our ticket management platform, developing scripts to automate business process and delivering showcases to share knowledge

  • Contribute to broader Enterprise Technology Services projects as required by the Project Leads and/or team.

Who we’re looking for

  • Someone with a few runs on the board – at least 24 months in a similar support role

  • Someone with an exceptional work ethic, attitude, and customer service outlook

  • Someone who can take ownership of the end-to-end IT experience for all REA staff regardless of their location

  • Solid knowledge of Windows Desktop Platforms (Windows 7, 10), Apple Mac Platforms (MacOS & UNIX fundamentals). Mobile platforms (iOS, Android)

  • Understanding of cloud computing standards and related technologies

  • Understanding of mobile device management platforms, SOE deployment technologies and best practices

  • Basic understanding of network concepts, (Routers, switches, LAN/WAN), troubleshoot and break down hardware and software issues

  • Basic understanding of Microsoft Active Directory, Video Conferencing and Telephony Support, Security, MalWare, SPAM and modern technology practices

  • Understanding of best practice IT service management frameworks and experience using a IT Service Management Platform and ticketing system

  • Qualifications in aligned technologies (e.g. certifications) highly desirable

But we don’t just look for someone based on their skills and expertise.  It’s our connection, acceptance and genuine care for each other that makes REA a great place to work. That means you also need to be:

  • Savvy minded and have curiosity to think a little left of field / outside the box

  • A strong and creative communicator

  • Friendly, approachable and have good relationship management skills

  • An avid contributor to our inclusive culture - we celebrate different perspectives and all play an active role in creating a sense of belonging

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow. We’re committed to your development – both professionally and personally. Your experience with us is something we take seriously.
 

We offer:

  • A flexible working environment, meaning we strike the balance of what you need and what works for the business (and yes, our leaders fully understand the benefits of working flexibly)

  • A hybrid approach to the future of work - https://www.rea-group.com/about-us/news-and-insights/blog/rea-groups-evolution-of-hybrid-working/

  • Generous and flexible parental leave offering for primary and secondary carers

  • Summer Fridays – time back to focus on your wellness every Friday afternoon from December through to March

  • Support for your mental and physical health and wellbeing via our ‘You Matter’ Program

  • Because We Care program which includes volunteer leave and community grants, to ensure you have the opportunity to give back to your community

  • Hack Days for you to bring so you can bring your big ideas to life in a supportive learning environment

  • An additional day of leave just for your birthday

Oh, and by the way:

At REA we value diversity and inclusion in all forms. Gender, religion, ethnicity, LBTGIQ+, neurodiversity and so much more. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you've got the must-haves, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

If you like the sound of us, then we think you should apply today. We're proud to be Circle Back Initiative Employer and we commit to respond to every applicant. While we're looking at your application, and preparing to come back to you with an update, why not get to know us a bit more through our various social channels?