Job Description

Do you enjoy solving complex AV/VC issues and keeping critical technology running smoothly?

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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.

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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 excellent 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.

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Who Are We?

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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.

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What's The Role?

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- Provide timely responses to customer queries and technical issues via email, phone, or our ticketing system (JIRA).
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- Guide customers through troubleshooting steps to resolve issues effectively.
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- Ensure all customer interactions are handled professionally and with empathy.
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- Diagnose and resolve technical hardware and software issues related to our products or services.
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- Investigate and troubleshoot complex technical problems reported by customers.
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- Collaborate with the development team to **escalate** and resolve critical issues promptly.
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- Document troubleshooting steps, resolutions, and any incidents for future reference.
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- Maintain accurate records of customer interactions and technical issues in our CRM (Dynamics) / Help Desk Management System (JIRA).
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- Provide regular reports to management regarding recurring technical issues or trends.
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- Educate customers on the proper use of products or services to optimize their experience.
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- Gather customer feedback and communicate it internally to improve our products and services.
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- Develop and update knowledge base articles and FAQs for customer self-help.
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- Work closely with all stakeholders such as sales, engineering and the delivery teams.
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- Participate in cross-functional projects and provide technical support expertise.
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What's Our Edge?

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- Exciting, high-profile AV projects.
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- Be part of a successful, supportive, and innovative team.
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- Ample opportunity for career growth and professional development.
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What's Your Edge?

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- Defence Security Clearance required (minimum Baseline).
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- Proven experience as a Technical Support Engineer, Help Desk Technician, or similar role.
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- Experience with CRM systems (e.g., Dynamics) and ticketing tools (e.g., JIRA).
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- Deep understanding of AV/VC systems (including AMX, Crestron, Cisco, Polycom, and Q-Sys).
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- Experienced in audio DSP set up and configuration.
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- Experienced in AV/VC installation and support.
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- Knowledge of systems configurations and components.
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- Understanding of quality assurance and WHS requirements.
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- Solid understanding of computer systems, networks, and infrastructure.
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- Excellent problem-solving and communication skills.
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- Ability to prioritise and manage multiple tasks simultaneously in a fast-paced environment.
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- Elevated Work Platform accreditation and Construction Industry White Card are both desirable.
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📌 Level 3 Service Technician (AV/VC) (Canberra)
🏢 Citadel Edge
📍 Canberra