About the role
As our dedicated on-site Resident Service Technician, you’ll be the main point of contact, ensuring our client receives exceptional technical support at their local and national offices. Your day-to-day will involve providing hands-on technical and customer assistance, from skilfully troubleshooting and resolving problems to creating informative reports. You’ll also play a crucial role in keeping all daily audio-visual (AV) and video conferencing (VC) systems running smoothly across their facilities.
What you’ll be doing
We rely on you to keep the client connected and collaborating effectively. Your core responsibilities will include:
Technical Excellence & Support:
- Provide fast, friendly and consistent technical support directly on-site and remotely.
- Expertly troubleshoot and resolve faults across all AV and VC systems.
- Proactively handle client queries and quickly resolve any complaints.
- Ensure all operational guides and technical documentation remain accurate and up-to-date.
- Oversee and co-ordinate the rectification of service issues across the client’s offices nationally.
- Assist with implementation and ongoing management of remote management platforms.
- Deliver comprehensive account management to the client, which includes reporting on services, project progress and sales activities when relevant.
Client Partnership & Standards:
- Deliver and maintain clear service standards for meeting support.
- Identify opportunities and champion initiatives that improve overall service delivery.
- Train the client’s internal team on system use to maintain consistent skill levels organisation-wide.
- Collaborate closely with reception, IT and facility teams regarding booking requirements and cross-training.
What We’re Looking For
A Technician who thrives in a client-facing environment and a true passion for delivering high-level customer service and reliable technical support.
Experience and Skills
- At least 2 years of professional experience as an on-site AV Technician or in a similar industry role.
- Familiar with ServiceNow
- Expertise in fault finding and troubleshooting complex technology.
- Experience in highly regulated helpdesk environments – ITIL incident and problem handling
- Some experience in commissioning advantageous.
- Strong working knowledge of AV, VC and IT equipment systems. E.g.: Crestron, Logitech, Q-Sys, Shure, Dante, Appspace, Pexip.
- Excellent communication skills (written and verbal) that allow you to explain technical issues clearly.
- Proficiency using the Microsoft suite of products (Word, Excel, Outlook, Teams).
- Australian citizenship to hold an AGSVA clearance.
Why work at Diversified?
At Diversified, we’re on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. Inspired by challenge, driven by imagination, and fuelled by passion, we’re a diverse and united team of innovators committed to the future— yours, ours, and the world’s.
To learn more about Diversified, visit our website: www.onediversified.com/au
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