WHO WE ARE?

Headquartered in Perth, Australia, with offices globally including in Colombo, Sri Lanka, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose-driven business, operating under the ‘Linewize’ brand in North America and Asia Pacific, the ‘Smoothwall’ brand in the UK, ’Octopus BI’ in Sri Lanka and the ‘Qoria’ brand in EMEA. Our solutions are utilised by schools, school districts, and parental communities to protect children from seeing harmful content online, identify children at risk based on their digital behaviours and ensure teachers maintain focus and safe learning in the digital classroom. 30.000 schools and 7 million parents depend on our solutions to keep 25 million children safe in 180 countries around the world.

WHAT’S THE OPPORTUNITY?

Primarily we are looking for an Offender Monitoring 2nd Line Support Engineer to join our team. However, the secondary duties of this role will include delivering on site and remote training for police forces across the UK and ensuring that all training materials are up to date and accurate.

THE PURPOSE OF THIS ROLE IS TO:

• Provide timely and effective technical support to end users and resolve complex technical issues escalated from first line support engineers.
• Continuously improve and optimize systems and processes to enhance overall performance and efficiency.
• Collaborate with other teams to identify and address recurring technical issues, and implement sustainable solutions.
• Develop and maintain documentation and knowledge base articles to facilitate self-service troubleshooting for end users.
• Stay updated on latest industry trends and technologies to provide proactive and strategic support for IT infrastructure and systems.
• Maintain the highest levels of customer service at all times
• Work closely with our customers to provide in depth training on the use of our software platforms and services You may be expected to work shifts including days, nights and weekends.

HERE’S HOW YOU’LL DO IT:

• Successfully complete NPPV3 vetting and security clearance
• Respond to and resolve escalated technical issues from first line support engineers and end-users.
• Troubleshoot and diagnose complex technical problems related to hardware, software, and network systems.
• Provide remote support to end-users through phone, email, or remote desktop tools.
• Install, configure, and update software applications, operating systems, and drivers.
• Perform system upgrades, patches, and maintenance tasks.
• Monitor and maintain system performance, security, and availability.
• Document and maintain records of technical issues, resolutions, and troubleshooting steps.
• Collaborate with other teams and partners to resolve technical issues.
• Provide training and guidance to first line support engineers and end-users.
• Participate in on-call rotation for after-hours support and emergency situations.
• Dedicate time to self improvement as well as improving your own well being

IN THIS ROLE, YOU CAN EXPECT:

• Employee stock options
• Enhanced holiday & family leave
• Tech Allowance …. and much more