Level 3 Service Technician (AV/VC)

Citadel Edge Pty Ltd; Canberra; On-site; 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

Do you enjoy solving complex AV/VC issues and keeping critical technology running smoothly?

We're seeking two Service Technicians to provide high-quality onsite concierge support and remote technical assistance across AV, VC, hardware, software, and customer support environments.

These roles are a crucial part of our customer support operations, providing both onsite and online (Voice, VC, AV) technical support, troubleshooting complex issues, and collaborating with various teams to ensure prompt resolution and a great client experience. From time to time, you will provide support to other teams as needed, but you will primarily service one client across multiple locations.

Who Are We?

Citadel Edge is an Australian-owned specialist technology company with over 25 years of experience. We serve a range of critical sectors, including government, health, defence, national security, higher education and commercial. Delivering secure, end-to-end solutions, we’re trusted to solve complex problems with clarity, speed, and precision. Citadel Edge unites specialist teams under one trusted brand – streamlining access to advanced and integrated capabilities in enterprise software development, cyber assurance, defence and national security systems, AI and data management, workforce, and audiovisual collaboration.

What’s The Role?

• Provide timely responses to customer queries and technical issues via email, phone, or our ticketing system (JIRA).
• Guide customers through troubleshooting steps to resolve issues effectively.
• Ensure all customer interactions are handled professionally and with empathy.
• Diagnose and resolve technical hardware and software issues related to our products or services.
• Investigate and troubleshoot complex technical problems reported by customers.
• Collaborate with the development team to *escalate* and resolve critical issues promptly.
• Document troubleshooting steps, resolutions, and any incidents for future reference.
• Maintain accurate records of customer interactions and technical issues in our CRM (Dynamics) / Help Desk Management System (JIRA).
• Provide regular reports to management regarding recurring technical issues or trends.
• Educate customers on the proper use of products or services to optimize their experience.
• Gather customer feedback and communicate it internally to improve our products and services.
• Develop and update knowledge base articles and FAQs for customer self-help.
• Work closely with all stakeholders such as sales, engineering and the delivery teams.
• Participate in cross-functional projects and provide technical support expertise.

What’s Our Edge?

• Exciting, high-profile AV projects.
• Be part of a successful, supportive, and innovative team.
• Ample opportunity for career growth and professional development.

What’s Your Edge?

• Defence Security Clearance required (minimum Baseline).
• Proven experience as a Technical Support Engineer, Help Desk Technician, or similar role.
• Experience with CRM systems (e.g., Dynamics) and ticketing tools (e.g., JIRA).
• Deep understanding of AV/VC systems (including AMX, Crestron, Cisco, Polycom, and Q-Sys).
• Experienced in audio DSP set up and configuration.
• Experienced in AV/VC installation and support.
• Knowledge of systems configurations and components.
• Understanding of quality assurance and WHS requirements.
• Solid understanding of computer systems, networks, and infrastructure.
• Excellent problem-solving and communication skills.
• Ability to prioritise and manage multiple tasks simultaneously in a fast-paced environment.
• Elevated Work Platform accreditation and Construction Industry White Card are both desirable.