AV Technical Support Specialist
2 weeks ago
This role is part of the Secure Agencies Helpdesk Team in the Australian Capital Territory, offering a combination of AV technical expertise and client relationship skills for day-to-day operations.
Main Responsibilities- The first point of contact for client inquiries and service requests via phone, email, or ticketing system.
- Accurate logging and categorization of incidents and requests in the service management system.
- Ongoing monitoring and updating of open tickets, ensuring timely follow-up and communication with clients.
- Assigning and escalating tickets to the appropriate technical teams as required.
- Scheduling and coordinating service appointments, site access, and field staff with clients.
- Maintaining detailed records of client interactions and service activity.
- Supporting reporting activities, including service metrics, incident trends, and performance reports.
- Ensuring compliance with security and confidentiality requirements in all communications and record-keeping.
- Candidate must hold an AGSVA Security Clearance of Baseline level.
- Proficiency in Microsoft Word, Excel, Outlook, Skype for Business & Teams.
- Excellent written and verbal communication skills.
- Exceptional customer and technical service abilities.
- Trade qualification in electronics, communications, audio visual, or relevant industry experience.
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