Service & Hardware Support Specialist

About the role

You will own the complete lifecycle of service and hardware issues for our global network, acting as the central point of control for all technical operations. Your daily work involves designing intake pathways, constructing technical fixes, analyzing operational signals, shipping solutions, and partnering with internal teams to ensure seamless execution. Every action you take is designed to strengthen customer trust and advance our global mission of connecting brands with their audiences. You will bring a calm, focused presence when managing complex situations across multiple markets and time zones, navigating ambiguity with confidence. This position is responsible for developing and optimizing service networks, driving operational efficiency, and strengthening customer support processes to meet evolving demands. You will support project delivery, identify service-related revenue opportunities, and maintain strong cross-functional relationships to foster a collaborative ecosystem. Your role will involve coordinating diagnostic routines for hardware units arriving from diverse global locations, ensuring that every component is handled with care and precision. Together, these responsibilities ensure that our proprietary content management system and industry-leading signage solutions continue to deliver exceptional experiences at major global franchises like McDonald's.

Key facts

What you'll do

• Orchestrate ticket intake and classify issues with a high degree of precision to ensure accurate routing and resolution.
• Construct technical responses and configure hardware strictly within defined timelines to meet service level agreements.
• Review case histories to uphold consistent standards and ensure clear communication across all touchpoints.
• Ship verified resolutions that satisfy client expectations and adhere to internal policies without exception.
• Partner with regional teams to align service strategies and operational goals, fostering a unified approach to problem-solving.
• Coordinate diagnostic routines for hardware units arriving from diverse global locations, managing logistics and compliance.
• Document every interaction to create a traceable record of decisions and outcomes for future colleagues and audits.
• Guide junior colleagues through complex workflows using clear, calm, and instructive communication to build team capability.
• Analyze operational signals to identify trends, predict failures, and recommend proactive improvements to service processes.
• Maintain strict adherence to project delivery timelines, ensuring that support activities contribute to broader business objectives.
• Identify service-related revenue opportunities by assessing hardware performance and proposing value-added solutions.
• Uphold our digital hardware and signage solutions standards by conducting thorough quality checks on all completed work.

Requirements

• Hold a minimum of 3 years of proven experience in service or hardware-focused roles within a technical environment.
• Demonstrate fluency in English to ensure clear and effective communication with global clients and internal stakeholders.
• Maintain reliable transportation for on-site work as necessary, ensuring punctuality and professionalism at all times.
• Ensure consistent access to a computer and a stable internet connection to support all daily tasks and remote collaboration.
• Show willingness to work evening shifts and some weekend hours to support our global operations and client needs.
• Commit to following all internal policies and procedures, particularly those related to hardware handling and data security.
• Exhibit strong attention to detail when documenting interactions and configuring technical responses to avoid errors.
• Collaborate effectively within a diverse team, respecting the varied backgrounds and perspectives of colleagues from different regions.

Nice to have

There are no preferred items listed in the SOURCE beyond the core requirements and responsibilities.

Practical notes

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Location: Silvassa

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Engagement: Full-time, Permanent

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Compensation: AUD 100,000 - 120,000 annually

• Willingness to work evening shifts and some weekend hours is required to support global operations.
• Reliable transportation is required for on-site work as necessary.
• Consistent access to a computer and a stable internet connection is mandatory for all daily tasks.
• A minimum of 3 years of proven experience in service or hardware-focused roles is mandatory for eligibility.

Join the Crew

We seek individuals who are collaborative and passionate about technology's role in connection. If you are ready to contribute to a dynamic, growing environment that values innovation and people, we invite you to apply.