Junior Technical Support Engineer

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).

• 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.

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
• Contribute to internal knowledge base articles
• Continuously build product and technical knowledge

What We’re Looking For

• Fluent spoken and written English
• Confidence speaking with Australian clients
• Clear, calm, and professional communication style

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

What We Offer

• 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