Level 3 AV/VC Service Technician – Onsite & Remote Support

Citadel Edge Pty Ltd; Canberra; Hybrid; AUD 70,000 - 110,000; Full time

Job summary

Citadel Edge seeks two Service Technicians to deliver high-quality onsite concierge support and remote technical assistance across AV, VC, hardware, software, and customer support environments.

You will support one client across multiple locations, work with Dynamics and JIRA, and collaborate with sales, engineering, and delivery teams to ensure timely resolutions and excellent client experience.

Qualifications

• Defence Security Clearance required (Baseline).
• Experience as Technical Support Engineer or Help Desk.
• Experience with CRM systems (Dynamics) and ticketing tools (JIRA).
• Strong AV/VC knowledge including AMX, Crestron, Cisco, Polycom, Q‑Sys.
• Audio DSP setup and configuration experience.
• AV/VC installation and support experience.
• Understanding of system configurations and components.
• Knowledge of QA and WHS requirements.
• Solid IT/ Networking fundamentals.
• Excellent problem solving and communication skills.
• Ability to prioritise multiple tasks in a fast paced environment.
• Elevated Work Platform accreditation and White Card desirable.

Responsibilities

• Provide timely responses to customer queries via email, phone, or ticketing system (JIRA).
• Guide customers through troubleshooting steps to resolve issues.
• Diagnose and resolve hardware and software issues related to products or services.
• Investigate and troubleshoot complex problems reported by customers.
• Collaborate with development team to escalate and resolve critical issues.
• Document troubleshooting steps and incident resolutions for future reference.
• Maintain accurate records of interactions in CRM (Dynamics) / JIRA.
• Provide regular reports to management on recurring issues or trends.
• Educate customers on proper use of products to optimize experience.
• Gather customer feedback and communicate improvements internally.
• Develop and update knowledge base articles and FAQs.
• Work closely with sales, engineering and delivery teams.
• Participate in cross-functional projects and provide technical support expertise.

Skills

Problem solving

Communication

Multitasking

IT/network basics

Defence clearance

WHS awareness

Elevated Work Platform

White Card

Tools

Dynamics CRM

JIRA

Job description

Citadel Edge seeks two Service Technicians to deliver high-quality onsite concierge support and remote technical assistance across AV, VC, hardware, software, and customer support environments.

You will support one client across multiple locations, work with Dynamics and JIRA, and collaborate with sales, engineering, and delivery teams to ensure timely resolutions and excellent client experience.