Technical Support Specialist – Defence

Telstra; Canberra; On-site; AUD 70,000 - 90,000; Full time

Job summary

Telstra is seeking a Technical Support Specialist – Defence in Canberra to deliver onsite support for audio-visual, video conferencing, desktop and end-user ICT technologies. You will troubleshoot issues, configure equipment, and coordinate with technical teams to ensure high-quality service for meetings and users.

The role requires Australian citizenship and NV2 clearance, with travel between customer locations as needed.

Qualifications

• Experience in desktop support and on-site ICT service delivery.
• Exposure to audio-visual or video conferencing technologies.
• Solid networking concepts understanding.
• Security clearance NV1/AGSVA NV2 required.
• Australian citizenship required.
• Ability to travel between locations within the region.

Responsibilities

• Provide onsite technical support across audio-visual, video conferencing, desktop and end-user ICT technologies.
• Install, configure, maintain and troubleshoot video conferencing and AV equipment.
• Support scheduled video conferences and respond to issues affecting meetings.
• Diagnose desktop, user and connectivity issues and escalate incidents.
• Support ICT environments including network, wireless, voice and video.
• Manage incidents and service requests through the customer’s service management platform.
• Deliver a high-quality onsite experience to customers, including VIP stakeholders.
• Conduct system health checks and identify opportunities to improve service reliability.
• Work independently and with teams to troubleshoot faults.
• Maintain accurate technical documentation and records.
• Follow established procedures and security requirements while escalating complex issues.
• Travel between customer locations within region.

Skills

Desktop support

End-user computing

Audio-visual systems

Video conferencing

Networking basics

Customer service

Troubleshooting

Stakeholder communication

Tools

Video conferencing equipment

Job description

Employment Type

Permanent

Closing Date

16 Nov 2026 11:59pm

Job Title

Technical Support Specialist – Defence

Job Description

The Opportunity

You’ll work directly with customers and technical teams, supporting everything from scheduled video conferences and meeting-room technology through to end-user devices and network-connected services. You don’t need to be a highly specialised network engineer. What’s important is your technical aptitude, ability to troubleshoot logically, willingness to learn and commitment to delivering an excellent customer experience.

The role offers variety, with a combination of onsite customer engagement, technical troubleshooting and opportunities to build your capability across a broad range of ICT technologies.

Please note all candidates must be Australian Citizens and hold a minimum of NV1 AGSVA security clearance to be considered. This role will require you to hold and maintain a Negative Vetting 2 (NV2) security clearance.

Key Responsibilities

• Provide onsite technical support across audio-visual, video conferencing, desktop and end-user ICT technologies.
• Install, configure, maintain and troubleshoot video conferencing and associated AV equipment.
• Support scheduled video conferences and respond to technical issues affecting meetings and collaboration services.
• Diagnose desktop, user and connectivity issues and resolve or elevate incidents as appropriate.
• Support ICT environments incorporating network, wireless, voice, video conferencing and passive infrastructure technologies.
• Manage incidents and service requests through the customer’s service management platform;working to agreed service levels.
• Deliver a high-quality onsite experience to customers, including senior and VIP stakeholders.
• Conduct system health checks and proactively identify opportunities to improve service reliability and customer experience.
• Work independently and collaboratively with technical teams to troubleshoot and resolve faults.
• Maintain accurate technical documentation and infrastructure records following changes or maintenance activities.
• Follow established technical procedures, security requirements and work instructions while escalating complex issues appropriately.
• Travel between customer locations within the region where required.

About You

You’re a practical, customer-focused ICT professional who enjoys solving problems and working directly with users. You bring a hands-on approach, strong communication skills and the ability to remain calm and methodical when troubleshooting technical issues.

You’ll ideally bring:

• Experience in desktop support, end-user computing, service desk or onsite ICT support.
• Exposure to audio-visual, video conferencing or unified communications technologies.
• Sound understanding of basic networking concepts and connected ICT environments.
• Exposure to Juniper, Cisco or similar network technologies would be advantageous, but advanced network engineering expertise is not required.
• Strong troubleshooting and logical problem solving capability.
• Excellent customer service and stakeholder communication skills.
• Ability to follow technical procedures and work instructions while knowing when to graduate.
• Strong organisational skills with the ability to manage competing incidents, requests and priorities.
• Ability to work autonomously as well as collaboratively with other technical teams.
• A curious, adaptable mindset with the ability to quickly learn new technologies and systems.
• An understanding of workplace health, safety and risk management practices.
• Flexibility to travel between customer locations and, where required, interstate.