Senior AV/VC Technician - Onsite & Remote Support

Citadel Edge

Canberra

Hybrid

AUD 70,000 - 90,000

Full time

35 hours ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

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.