Junior Technical Support Engineer

Job Description This is a remote position. About Us MedNext is the next generation, cloud-based healthcare platform developed by Medical Wizard, a trusted Australian healthcare technology company with over 30 years of industry experience and 80+ major clients across Australia. We support specialist clinics, private hospitals, and day surgeries with secure, high-performance systems that enable doctors and healthcare professionals to focus on what matters most, patient care. As we expand our Sri Lankan operations, we are looking for a motivated and intelligent Junior Technical Support Engineer to join our growing team. This is an excellent opportunity for a recent graduate or early-career IT professional to build a long-term career in international healthcare technology. The Role As a Junior Technical Support Engineer, you will provide first-level support to Australian healthcare clients using our Patient Management System (PMS). • You will: • Respond to client queries via phone, email, and remote sessions • Assist users with system navigation and workflows • Troubleshoot basic technical and product issues • Escalate complex issues to senior team members • Document issues clearly and accurately Structured product training will be provided before you begin client-facing support. Working Hours This role requires working hours aligned with Australian Eastern Standard Time (AEST). Specific shift details will be discussed during interviews. Requirements Key Responsibilities Client Support • Provide remote support to Australian clinics and hospitals • Guide users through patient registration, appointments, billing, and reporting workflows • Communicate clearly and professionally in English • Maintain ownership of assigned tickets until resolution Technical Troubleshooting (Junior Level) • Perform basic system checks and issue diagnostics • Assist with simple database validations • Escalate server or cloud-related issues appropriately • Learn structured troubleshooting processes Documentation & Learning • Maintain accurate support notes • Contribute to internal knowledge base articles • Continuously build product and technical knowledge What We’re Looking For Communication Skills (Essential – Non-Negotiable) • Fluent spoken and written English • Confidence speaking with Australian clients • Clear, calm, and professional communication style • Strong listening skills • Customer-first mindset Technical Foundation (Entry Level) • Degree or diploma in IT, Software Engineering, Computer Science, or related field • Basic understanding of Windows environments • Basic SQL and database fundamentals • Understanding of networking basics • Cloud concepts (AWS knowledge is an advantage but not required) Experience • 0–1 year experience in IT support, SaaS support, or similar • Fresh graduates with strong communication skills are encouraged to apply Benefits What We Offer • Competitive entry-level salary • Work-from-home setup (all equipment provided) • Structured training program • Exposure to Australian healthcare systems • Clear career growth pathway into Senior Technical Support, Product Specialist, Technical Consultant, or Team Lead roles • Be part of a stable, long-standing Australian company with 30+ years of success What Success Looks Like in This Role ​ • Clients feel supported and confident when speaking with you • Tickets are handled professionally and efficiently • You grow rapidly in product knowledge within 3–6 months • Escalations are well-documented and structured • You demonstrate reliability and accountability If you are intelligent, proactive, and eager to grow in an international technology environment, we would love to hear from you. Apply now and become part of the MedNext journey.