AV Technical Support Engineer

Short Summary:

Reporting to the Integration and Technical Support Manager, you will be a crucial part of our customer support operations, providing technical assistance to customers to ensure the smooth operation of our products and services.

The Technical Support Engineer role provides both onsite and online (Voice, VC, AV) technical support and you will be responsible for resolving technical issues, troubleshooting problems, and collaborating with various teams to ensure prompt resolution and a great client experience.

The role will, from time to time, provide support to our delivery teams with installation and commissioning activities and to our clients with onsite concierge support type engagements.

Who are we:

Citadel Technology, a Magentus company, designs, builds, and manages cutting-edge communication and collaboration technologies. Our highly sought integration and managed services seamlessly connect audio, video and telecommunication hardware and software to deliver professional results with ease.

What's in it for you:
Extra Leave: Parental / Volunteer / Pawrental / Birthday & the opportunity to purchase more.
Leadership & Development: Litmos learning / Future leaders program.
Employee Recognition: Annual celebrations / Peer recognition / CEO awards / Great tenure presents.
Wellbeing led: Community driven programs / Starlight partnership / EAP.

Most of all a supportive / inclusive and diverse company.

What about the role:

Customer Support

• Provide timely responses to customer queries and technical issues via email, phone, or our ticketing system (JIRA).

• Guide customers through troubleshooting steps to resolve issues effectively.

• Ensure all customer interactions are handled professionally and with empathy.

Technical Troubleshooting

• Diagnose and resolve technical hardware and software issues related to our products or services.

• Investigate and troubleshoot complex technical problems reported by customers.

• Collaborate with the development team to escalate and resolve critical issues promptly.

Documentation and Reporting

• Document troubleshooting steps, resolutions, and any incidents for future reference.

• Maintain accurate records of customer interactions and technical issues in our CRM and/ or Help Desk Management Sydney (JIRA).

• Provide regular reports to management regarding recurring technical issues or trends.

Customer Training and Feedback

• Educate customers on the proper use of products or services to optimize their experience.

• Gather customer feedback and communicate it internally to improve our products and services.

• Develop and update knowledge base articles and FAQs for customer self-help.

Team Collaboration

• Work closely with all stakeholders such as sales, engineering and the delivery teams.

• Participate in cross-functional projects and provide technical support expertise.

What experience or qualifications do I need:

• Proven experience as a Technical Support Engineer, Help Desk Technician, or similar role.

• Solid understanding of computer systems, networks, and infrastructure.

• Excellent problem-solving and communication skills.

• Ability to prioritise and manage multiple tasks simultaneously in a fast-paced environment.

• Experience with CRM systems (such as Dynamics) and ticketing tools (such as JIRA).

• Deep understanding of AV/VC systems (including AMX, Crestron, Cisco and Polycom).

• Experienced in audio DSP set up and configuration.

• Experienced in AV/VC installation and support.

• Knowledge of systems configurations and components.

• Understanding of quality assurance and WHS requirements.

• Elevated Work Platform accreditation and Construction Industry White Card as both desirable.

Our values say a lot about us:

People are at the heart of everything we do at Magentus — we work as one team to create a healthier society.

One Team / Make a difference / We Care / Constant Evolution / Trust

Not confident that you have everything listed above? Don't let that stop you applying for your potentially perfect next role.