AV/VC Support Specialist Position in Melbourne

2 weeks ago

Melbourne, Victoria, Australia Programmed Full time
Overview

Programmed, a leading provider of operations and maintenance services, is seeking an AV/VC Support Specialist to join its Electrical Technologies division in Melbourne. This permanent full-time role offers the opportunity to make a meaningful impact on the operations and services of a major financial institution.

Job Description

This position provides essential customer support to a newly acquired contract with a Tier 1 client. The successful candidate will be responsible for proactively diagnosing and resolving technical problems, managing service requests, and ensuring all client AV/VC systems are optimized and well-documented.

Key Responsibilities:

  • Provide prompt and effective customer support via phone and email, ensuring a positive client experience.
  • Conduct Level 1 & Level 2 triage for AV & VC issues.
  • Manage service requests, incidents, and changes, applying problem-solving skills to maintain high-quality service standards.
  • Maintain accurate data on client assets within internal systems and ensure up-to-date records.
  • Regularly monitor AV system performance, applying software updates and maintenance tasks to maintain system reliability.
  • Work closely with cross-functional teams to plan and execute AV/VC projects, enhancing service quality.
  • Create and update documentation on processes and troubleshooting procedures.
Requirements

To be successful in this role, you will need:

  • Relevant technical certifications (Crestron, Cisco, Microsoft) are advantageous.
  • ITIL v3 or v4 Foundation desirable.
  • 5+ years' experience in customer service or technical support, ideally in a financial or corporate environment.
  • Knowledge of Service Now and hands-on experience using MS Teams & Cisco Webex.
  • Hands-on experience with Cisco Control Hub, Crestron XIO, and Microsoft Pro Portal.
  • Ability to analyze system performance data and generate accurate, insightful reports for management.
  • Solid understanding of Service Level Agreements (SLAs) and their application in service delivery.
  • Excellent problem-solving skills and the ability to work well under pressure.
Benefits

We offer:

  • An attractive salary package.
  • Long-term career potential.
  • Paid parental leave and great discounts with selected retailers.
  • An Employee Assistance Program, which incorporates a tailored wellbeing initiative.
Estimated Salary: $85,000 - $110,000 per annum

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