Technical Support Officer

Seen Technology; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

Seen Technology is seeking a Technical Support Officer to assist clients with LED/LCD screen installations, diagnose hardware and software faults, and guide customers remotely with calm, clear instructions.

The role involves configuring hardware, coordinating onsite work, and supporting the SeenCMP CMS. Strong communication, 4+ years in signage or hardware support, and familiarity with Novastar are highly valued.

Qualifications

• 4+ years in digital signage, display, or hardware support
• Experience with LED/LCD display technology and common faults is advantageous
• Familiarity with Novastar controllers and software
• Proficient in Windows and Android operating systems and networking
• Clear, patient communication to non-technical customers
• Experience with Zoom Phone is advantageous
• Strong customer service and problem-solving abilities
• Ability to multi-task and work under pressure

Responsibilities

• Provide first-line support (phone and email) for customers with LED/LCD installations, guiding them through troubleshooting steps
• Diagnose common LED, LCD, controller, and media player issues remotely and explain solutions to customers
• Provide support for the SeenCMP cloud-based digital content management system
• Prepare and configure hardware for LED and LCD display installations
• Coordinate onsite works when issues cannot be solved remotely
• Quote and dispatch replacement equipment to existing customers
• Maintain help desk ticket documentation
• Maintain client records, project files, stock records, and knowledge base
• Be available for regular shifts with flexible start/finish times

Skills

Customer service

Communication skills

Troubleshooting

Multi-tasking

Phone manner

Explain technical steps

LED/LCD display tech

Novastar controllers

Windows basics

Android basics

Networking basics

Zoom Phone

Tools

Novastar software

Zoom Phone client

Job description

Seen by Dashing (Seen Technology) is a leading digital signage and place-based visual communication company, utilising world-leading technologies. Seen delivers integrated, innovative digital signage solutions to enable effective communication with customers and staff. Products include retail digital displays (LED and LCD screens), digital menu boards, interactive displays, and outdoor digital displays.

Reporting to the Support Desk Manager, the Technical Support Officer is responsible for helping Seen by Dashing clients diagnose and resolve hardware and software issues with their LED and LCD screen installations. A large part of the role is working directly with customers over the phone and online, calmly walking them through troubleshooting steps to get their screens back up and running.

This is a diverse role involving configuration and troubleshooting for LED and LCD display equipment, providing technical support to Seen customers, and coordinating site works where issues can't be resolved remotely. Success in the role depends as much on clear, patient communication as it does on technical know-how, as you will often be guiding a non-technical customer through a fix step by step.

Responsibilities:

• Provide first-line support (phone and email) for customers with existing LED and LCD screen installations, guiding them through troubleshooting steps to identify and resolve faults
• Diagnose common LED, LCD, controller, and media player issues remotely, including power, connectivity, display/picture, brightness, and content playback problems, and clearly explain solutions to customers.
• Provide support for our SeenCMP cloud-based digital content management system.
• Prepare and configure hardware for LED and LCD display installations
• Coordinate onsite works to rectify issues that cannot be solved remotely (liaising with clients, scheduling installers, organising equipment, etc.)
• Quote and dispatch replacement equipment to existing customers
• Maintain help desk ticket documentation in a timely and comprehensive manner
• Other general administration including maintaining client records, project files, stock records, systems documentation and Seen's online knowledge base
• Availability for regular shifts (flexible start and finish times)

The ideal candidate would have:

• Minimum of 4 years' experience in a digital signage, display, or hardware support role. Industry experience is an advantage but not essential. We are looking for someone with the right attitude and transferable skills.
• Familiarity with LED and LCD display technology and common faults is highly regarded.
• Familiarity with Novastar controllers and software is highly regarded.
• Working knowledge of Windows and Android operating systems and networking.
• A confident, patient phone manner and the ability to explain technical steps clearly to non-technical customers.
• Experience with Zoom Phone is highly regarded
• Excellent customer service and communication skills
• Excellent problem-solving and troubleshooting skills
• Good ability to multi-task and work under pressure to meet deadlines
• Highly adaptable to changing work requirements
• Personal initiative and the ability to thrive in a fast-moving environment