Level 3 Service Technician (AV/VC)

Citadel Edge; Canberra; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

Citadel Edge is seeking two Service Technicians to provide onsite concierge support and remote technical assistance across AV, VC, hardware, software, and customer support environments. The role covers both onsite and online support, troubleshooting complex issues, and collaboration with multiple teams to ensure prompt resolution and a great client experience.

You will primarily service one client across multiple locations.

Qualifications

• Security clearance required (baseline).
• Experience as Technical Support Engineer, Help Desk, or similar role.
• Knowledge of CRM systems (Dynamics) and ticketing tools (JIRA).
• Deep understanding of AV/VC systems (AMX, Crestron, Cisco, Polycom, Q-Sys).
• Experience in audio DSP setup and configuration.
• Understanding of computer networks, systems and QA/WHS requirements.

Responsibilities

• Provide timely responses to customer queries via email, phone, or ticketing system.
• Guide customers through troubleshooting steps to resolve issues.
• Maintain professional, empathetic customer interactions.
• Diagnose and resolve hardware and software issues.
• Escalate critical issues to development teams when needed.
• Document steps and resolutions for future reference in CRM/JIRA.
• Create reports on recurring issues for management.
• Educate customers on proper product usage and self-help resources.
• Collaborate with sales, engineering and delivery teams.

Skills

Security clearance

Technical support

AV/VC systems

Audio DSP setup

Communication

Troubleshooting

Tools

JIRA

Dynamics CRM

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.