Technical Support Specialist – Defence

You’ll work directly with customers and technical teams, supporting everything from scheduled video conferences and meeting-room technology through to end-user devices and network-connected services. You don’t need to be a highly specialised network engineer. What’s important is your technical aptitude, ability to troubleshoot logically, willingness to learn and commitment to delivering an excellent customer experience.

The role offers variety, with a combination of onsite customer engagement, technical troubleshooting and opportunities to build your capability across a broad range of ICT technologies.

Please note all candidates must be Australian Citizens and hold a minimum of NV1 AGSVA security clearance to be considered. This role will require you to hold and maintain a Negative Vetting 2 (NV2) security clearance.

• →Provide onsite technical support across audio-visual, video conferencing, desktop and end-user ICT technologies.
• →Install, configure, maintain and troubleshoot video conferencing and associated AV equipment.
• →Support scheduled video conferences and respond to technical issues affecting meetings and collaboration services.
• →Diagnose desktop, user and connectivity issues and resolve or escalate incidents as appropriate.
• →Support ICT environments incorporating network, wireless, voice, video conferencing and passive infrastructure technologies.
• →Manage incidents and service requests through the customer’s service management platform, working to agreed service levels.
• →Deliver a high-quality onsite experience to customers, including senior and VIP stakeholders.
• →Conduct system health checks and proactively identify opportunities to improve service reliability and customer experience.
• →Work independently and collaboratively with technical teams to troubleshoot and resolve faults.
• →Maintain accurate technical documentation and infrastructure records following changes or maintenance activities.
• →Follow established technical procedures, security requirements and work instructions while escalating complex issues appropriately.
• →Travel between customer locations within the region where required.

You’re a practical, customer-focused ICT professional who enjoys solving problems and working directly with users. You bring a hands-on approach, strong communication skills and the ability to remain calm and methodical when troubleshooting technical issues.

You’ll ideally bring:

• Experience in desktop support, end-user computing, service desk or onsite ICT support.
• Exposure to audio-visual, video conferencing or unified communications technologies.
• Sound understanding of basic networking concepts and connected ICT environments.
• Exposure to Juniper, Cisco or similar network technologies would be advantageous, but advanced network engineering expertise is not required.
• Strong troubleshooting and logical problem-solving capability.
• Excellent customer service and stakeholder communication skills.
• Ability to follow technical procedures and work instructions while knowing when to escalate.
• Strong organisational skills with the ability to manage competing incidents, requests and priorities.
• Ability to work autonomously as well as collaboratively with other technical teams.
• A curious, adaptable mindset with the ability to quickly learn new technologies and systems.
• An understanding of workplace health, safety and risk management practices.
• Flexibility to travel between customer locations and, where required, interstate.