Desk Studio Technician - Build Plug-And-Play Video Kits

Complete Video Success System; Sydney; On-site; AUD 65,000 - 100,000; Full time

Job summary

Standards Australia is seeking a hands-on Desk Studio Technician to provide first and second level IT support across hardware, software, SaaS, and end-user devices. This is a face-to-face role requiring strong customer service skills to ensure a smooth technology experience for employees and vendors.

The role involves on-site work at least three days per week with additional days as needed, troubleshooting IT issues, onboarding/offboarding, equipment setup, and collaboration with internal teams

Qualifications

• Minimum 5 years of hands-on IT support experience.
• Strong customer service and communication skills.
• Experience with hardware, software, and SaaS applications.
• On-site and remote support experience preferred.

Responsibilities

• Provide 1st and 2nd level IT support via phone, email, remote support, and face-to-face interactions.
• Troubleshoot and resolve hardware, software, SaaS, device, and access issues per SLAs.
• Log, prioritise, manage, and track incidents through to resolution.
• Support AV and meeting room technologies (Teams Rooms, displays, cameras, mics).
• Manage user onboarding and offboarding, including provisioning and equipment setup.
• Coordinate with internal IT teams and external vendors to investigate and resolve issues.
• Maintain documentation of incidents, resolutions, and knowledge base improvements.
• Support hardware and software deployments aligned with business needs.
• Monitor recurring issues and contribute to service improvements.
• Mentor junior staff and promote a customer-focused team culture.
• Follow IT policies and quality standards for reliable service.

Skills

IT support

Customer service

Ticketing systems

On-site support

Remote assistance

Tools

Hardware troubleshooting

Software troubleshooting

Job description

Desk Studio Technician Build Plug And Play Video Kits

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About the role

The Technical Support Analyst is a hands‑on, customer‑focused role responsible for providing high‑quality 1st and 2nd level IT support to employees and vendors across the organisation. Acting as the first point of contact for IT requests and incidents, you’ll deliver timely support across hardware, software, SaaS applications, and end‑user devices, helping ensure a seamless technology experience for our people.

Working as part of the Service Desk team, you’ll provide support through face‑to‑face interactions, phone, remote assistance, and ticket‑based requests, resolving issues in line with agreed service levels. You’ll play a key role in troubleshooting technical problems, managing user requests, maintaining IT equipment, and escalating complex issues when required.

To be successful in this role, you’ll bring at least 5 years’ experience. This is a highly visible role that requires strong customer service skills, a proactive approach to problem‑solving, and a passion for helping people get the most from technology. As an in‑person support role, a minimum of three days per week onsite attendance is required, with additional days rostered as needed to ensure appropriate team coverage and support for business operations.

Key responsibilities

• Provide 1st and 2nd level support for IT incidents and service requests via phone, email, remote support, and face‑to‑face interactions.
• Troubleshoot and resolve hardware, software, SaaS application, device, and access‑related issues in line with agreed service levels.
• Log, prioritise, manage, and track incidents and requests through to resolution, ensuring clear communication and regular updates to users.
• Support audio‑visual and meeting room technologies, including Microsoft Teams Rooms, displays, cameras, microphones, and conferencing equipment.
• Manage user onboarding and offboarding activities, including account provisioning, access management, and equipment setup.
• Coordinate with internal IT teams and external vendors to investigate, elevate, and resolve technical issues efficiently.
• Maintain accurate documentation of incidents, resolutions, procedures, and support activities while contributing to knowledge base improvements.
• Support hardware and software deployments, ensuring solutions are operational, supported, and aligned with business requirements.
• Monitor recurring issues, identify trends, and contribute to service improvement initiatives that enhance the user experience.
• Assist with service reporting, process improvement activities, and ad hoc projects that support broader IT and business objectives.
• Mentor junior Service Desk team members and contribute to a collaborative, customer‑focused support environment.
• Follow established IT policies, procedures, and quality standards to ensure reliable and consistent service delivery.

Culture & Benefits

Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.

We offer a range of People Perks that support flexibility, wellbeing, career growth, and recognition - helping you thrive at work and beyond.