Customer and IT Support Specialist

We at OneArc are a well-established company specializing in the development of world-leading, game-based military simulations for major NATO powers and their allies. Our mission is to advance the industry by leveraging the latest technologies and trends, including whole-world simulation, virtual reality, motion tracking, and AI.

We are seeking a motivated Customer and IT Support Specialist. This role has two primary duties: One part is to be a member of the OneArc's worldwide Support team that interacts with our customers to assist them with their use of our software and services, and manages the timely resolution of issues requiring technical resources to fix. The second part is to provide Technical support to OneArc's Australian office based in Newcastle, New South Wales, and assistance to the Technical Operations team.

Successful applicants will be required to undertake background screening prior to an offer of
employment. Checks do not automatically disqualify applicants; however, you will be assessed
against the essential requirements of the job.

Key Support Duties:

Provide technical issue resolution to customers via on-site, email, phone and other electronic media.

Install, configure, and troubleshoot company software.

Identify and correct or advise on issues with software and hardware configurations.

Review and troubleshoot scripts, models, and terrain customer projects.

Ensure orders are prepared, packed and dispatched as per company procedures.

Make adjustments to and maintain the ticketing system software and other software managed by the Support Department.

Provide technical assistance to internal customers.

Administer BISim's customer portal.

Prepare and maintain reports for customers.

Work on special projects (e.g. demos and trade shows) as required.

Key IT Support Duties:

Assist internal staff with all IT-related questions and issues.

Liaise with ICT suppliers/service providers.

Research appropriate options for hardware and software requirements.

Order hardware and software from local and international suppliers.

Ensure day-to-day operation of ICT infrastructure. (e.g. IP based phone system, Cisco based LAN, fibre internet connection, VMware Virtual Machines, desktops, printers).

Troubleshoot hardware faults and repair or organise servicing as required.

Maintain IT reporting systems (e.g. hardware asset register).

Perform system maintenance out-of-office hours as needed.

Objectives for both roles:

Maintain high levels of customer satisfaction.

Respond to all customer inquiries within given timelines.

Provide a positive experience for any customer interaction with the company.

Follow defined customer support and IT support procedures and policies.

Excellent communication (oral and written), interpersonal, organizational, and presentation skills.

Skills:

Excellent communication (oral and written), interpersonal, and organizational skills.

Able to work independently and efficiently to meet deadlines.

Able to promptly answer support-related emails, phone calls and other electronic communications.

Self-motivated, detail-oriented, and organized.

Experience with hardware and software issues.

Problem-solving mindset.

Not afraid to add value across a team with timely feedback and ideas.

Able to stay calm in a crisis.

Education & Experience:

Working experience with VMWare, Microsoft Windows 11, Microsoft Office and Google Apps.

Experience with hardware and software installation and troubleshooting.

Interest in software technology, simulation, or game-based training.

Ability to effectively present information and respond to questions from customers.

Additional attributes:

Server hardware experience would be great

Windows Server and Linux experience would be great

Experience with OneArc's products such as VBS and ArmA.

Three to six months related customer support experience or training.

Equivalent combination of education and experience.

Prior customer service experience with CRM applications

Basic ArmA/VBS scripting, terrain creation, basic model creation and/or basic programming.