VIC Embedded Onsite Technician Team Lead

Pro AV Solutions Pty Ltd; City of Melbourne; On-site; AUD 110,000 - 150,000; Full time

Job summary

Pro AV Solutions Pty Ltd in Melbourne is seeking an Embedded On-Site Technician Team Lead to join our Managed Services team. You will provide high-level AV and UC support on-site, coordinate service delivery, and mentor the embedded technician team.

The role requires strong fault-finding abilities, experience with Teams Rooms, Poly, Crestron and Q-SYS, and proven leadership to drive service excellence. You will be the escalation point, ensuring consistent, quality outcomes for clients.

Qualifications

• 5+ years’ experience in commercial AV environments.
• Knowledge of video conferencing platforms such as Microsoft Teams Rooms and Poly.
• Experience with AV control systems and DSP platforms (Crestron, Q-SYS).
• Experience coordinating service delivery or leading a small technical team.
• Strong communication and customer service skills.

Responsibilities

• Act as the senior escalation point for embedded AV technicians.
• Troubleshoot complex AV, video conferencing, control, audio and display systems.
• Complete system health checks and preventative maintenance.
• Manage and prioritise support tickets to ensure SLA and KPI expectations are met.
• Provide a high level of customer service and technical assistance to users.
• Support the coordination of onsite resources and service continuity.
• Mentor, training and supporting Embedded On-Site Technicians, including new team members.
• Maintain accurate technical documentation, asset registers and support materials.
• Produce monthly service reporting and identify recurring issues and opportunities for improvement.
• Work closely with internal teams to continually improve service delivery.

Skills

AV troubleshooting

Video conferencing

Team leadership

ITSM (ServiceNow)

Communication

Tools

Crestron

Q-SYS

Job description

VIC Embedded Onsite Technician Team Lead

Pro AV Solutions is Australia's leading workplace technology integration organisation with branches in NSW, ACT, QLD, VIC, SA and WA. We design, integrate, support and maintain high-quality Audio Visual and Unified Communication systems and solutions into corporate, government, education and defence sectors.Backed by passion, pride, and an unwavering commitment to excellence, we continually strive to set the benchmark in our industry. In 2025, this commitment was recognised nationally, with Pro AV Solutions named byThe Australianas one of the Best Places to Work, 2025.

We’re looking for an Embedded On-Site Technician – Team Lead to join our Managed Services team. This role combines advanced AV troubleshooting and client support with technical leadership, mentoring and coordination of our embedded technician team. You’ll be a key escalation point for complex technical issues, support and develop other technicians, and help ensure our clients receive a consistently high standard of service.

What you’ll be doing

You’ll work primarily on-site within a client environment, providing high-level technical support across AV and unified communications systems. You’ll also play an important role in coordinating service delivery and supporting the wider embedded team.

Your responsibilities will include:

• Acting as the senior technical escalation point for embedded AV technicians
• Troubleshooting complex AV, video conferencing, control, audio and display systems
• Completing system health checks and preventative maintenance
• Managing and prioritising support tickets to ensure SLA and KPI expectations are met
• Providing a high level of customer service and technical assistance to users
• Supporting the coordination of onsite resources and service continuity
• Mentoring, training and supporting Embedded On-Site Technicians, including new team members
• Maintaining accurate technical documentation, asset registers and support materials
• Producing monthly service reporting and identifying recurring issues and opportunities for improvement
• Working closely with our internal teams to continually improve service delivery.

What we’re looking for

You’ll be an experienced AV professional who enjoys solving technical problems but is equally comfortable working with clients and supporting other technicians.

Ideally, you’ll bring:

• 5+ years’ experience supporting commercial AV environments
• Strong knowledge of video conferencing platforms, including Microsoft Teams Rooms and Poly
• Experience with AV control systems and DSP platforms such as Crestron and Q-SYS
• Excellent fault-finding and diagnostic capability
• Experience coordinating service delivery or leading a small technical team
• Experience with ITSM platforms, ideally ServiceNow
• Strong communication and customer service skills
• The ability to organise and prioritise competing requirements
• A collaborative approach and willingness to mentor and develop others.

We believe that our people are our greatest asset, and we value and reward committed team members. We have a competitive remuneration package, access to ongoing training and professional development opportunities, access to an employee assistance program, birthday gift vouchers, and more!

We encourage applications from candidates with disabilities, of all ages and genders, Aboriginal and Torres Strait Islanders and diverse community groups. Your application will be treated with the strictest confidence.

If you’re ready to make an impact and grow your career in AV and UC technology, we’d love to hear from you!

Company Overview

Our technology solutions enhance experiences wherever people gather-meeting rooms, lecture theatres, museums, and stadiums. With over 300 dedicated team members nationwide, we strive to ensure our customers and colleagues "Experience Excellence". If you're interested in joining a high-performing team in a dynamic industry, explore our available roles and contact us for more information about working at Pro AV Solutions.