About Modica Group

At Modica Group we are leading the industry with our Intelligent Messaging Solutions. Our world class, cloud based, enterprise messaging platform enables our clients to engage, market and transact globally. Modica’s intelligent  messaging platform is used by some of the world’s biggest enterprises and brands to deliver high volume, mission critical messaging services. In Australia, our platform is used by Optus to help serve the needs and requirements of their customers.

About the role

This role will suit a tech savvy, self-motivated team player who is looking for an entry level role with future scope for growth, within a world leading intelligent messaging provider. As a Technical Support Engineer, you will support Modica's wide range of enterprise customers and partners through delivering quality, first level support of software applications, infrastructure and networks in a fast paced and efficient manner.

You will understand the challenges of working with mission critical tech and be able to prioritise your workload in a nimble and communicative fashion that ensures all issues are resolved with pace and efficacy. While your role has a lot of variety and your support requirements may vary, day to day activities will include:

• Providing front-line assistance to help overcome issues within our agreed service levels
• Appropriately prioritising and managing tasks within our ticketing systems
• Accurately capturing information and requirements from users in case of further investigation or escalation
• Working with developers and site reliability engineers to enhance or streamline processes
• Communicating upcoming maintenance or other relevant events to the organisation
• Monitoring and responding to alerts to prevent potential messaging scams in progress
• Working as part of an on-call team providing out of hours cover on a rostered basis 
• Consistently looking for process improvements and efficiencies that will enhance your delivery of service requests
• Managing incidents from discovery through to resolution and leading the blameless post-mortems to ensure outages are prevented from repeat occurrences
  
  

‍About you

We are looking for someone smart, motivated, and enthusiastic with a “can-do attitude”. You will love learning, have great rapport with people, be able to demonstrate your passion for technology and upskilling yourself, and be a real go-getter who excels at whatever you put your mind to. You will also be:

• Enthusiastic, flexible and customer centric
• Tech-savvy, inquisitive with strong problem-solving
• Self-motivated, dedicated and understand that timelines and accuracy are critical in all actions and interactions
• Adept at prioritisation and multitasking
• Insanely organised and know that the devil is in the detail
• Excellent at both written and verbal communication

We’re proud to have a team of trustworthy and honest people. Our people have an opinion, challenge constructively and have each other’s backs. They are experts in their fields and hungry to contribute, living our values of pragmatism, being the change, tough love, doing the right thing and playing nicely.

More about our benefits

In joining Modica, you’ll become part of a highly engaged and focused team, driven by success and by delighting our customers. We work hard, celebrate success, have fun, but overall, we are all motivated by the common goal of being the best in the markets we play in.

We offer a supportive environment as it is important to us that you are happy and healthy. Alongside a competitive salary, we offer benefits that rival those of large corporations. To support you we offer some fantastic perks including health and life insurance contributions, a flexible working culture, birthday and volunteering leave, regular team lunches, and home internet contribution.