Lead Embedded AV Technician – Onsite & Client Support

Pro AV Solutions Pty Ltd; City of Melbourne; On-site; AUD 110,000 - 150,000; Full time

Job summary

Pro AV Solutions Pty Ltd in Melbourne is seeking an Embedded On-Site Technician Team Lead to join our Managed Services team. You will provide high-level AV and UC support on-site, coordinate service delivery, and mentor the embedded technician team.

The role requires strong fault-finding abilities, experience with Teams Rooms, Poly, Crestron and Q-SYS, and proven leadership to drive service excellence. You will be the escalation point, ensuring consistent, quality outcomes for clients.

Qualifications

• 5+ years’ experience in commercial AV environments.
• Knowledge of video conferencing platforms such as Microsoft Teams Rooms and Poly.
• Experience with AV control systems and DSP platforms (Crestron, Q-SYS).
• Experience coordinating service delivery or leading a small technical team.
• Strong communication and customer service skills.

Responsibilities

• Act as the senior escalation point for embedded AV technicians.
• Troubleshoot complex AV, video conferencing, control, audio and display systems.
• Complete system health checks and preventative maintenance.
• Manage and prioritise support tickets to ensure SLA and KPI expectations are met.
• Provide a high level of customer service and technical assistance to users.
• Support the coordination of onsite resources and service continuity.
• Mentor, training and supporting Embedded On-Site Technicians, including new team members.
• Maintain accurate technical documentation, asset registers and support materials.
• Produce monthly service reporting and identify recurring issues and opportunities for improvement.
• Work closely with internal teams to continually improve service delivery.

Skills

AV troubleshooting

Video conferencing

Team leadership

ITSM (ServiceNow)

Communication

Tools

Crestron

Q-SYS

Job description

Pro AV Solutions Pty Ltd in Melbourne is seeking an Embedded On-Site Technician Team Lead to join our Managed Services team. You will provide high-level AV and UC support on-site, coordinate service delivery, and mentor the embedded technician team.

The role requires strong fault-finding abilities, experience with Teams Rooms, Poly, Crestron and Q-SYS, and proven leadership to drive service excellence. You will be the escalation point, ensuring consistent, quality outcomes for clients.