We’re in need of a skilled Technician to bolster our Support Services Team in Perth, focusing primarily on delivering second-line support for our clients’ array of installed systems. This role firstly focusses on Audio Visual solutions, ensuring seamless support for AV systems, Workspace Management, Media Distribution, and IPTV. Proficiency supporting AV solutions is vital, additional experience encompassing Security CCTV, Access Control Systems, Intercom, Visitor Management Systems, and other cloud-based or IP systems would be highly advantageous.
As part of the Support Services Team, the Technician will be responsible for delivering high-quality technical support and assistance to our clients. This includes responding to service calls, troubleshooting and resolving issues, and performing installations and commissioning for minor works and small projects.

Role responsibilities:

• Handle a variety of customer service requests, including routine and complex inquiries, scheduled maintenance visits, and emergency or after-hours support.
• Diagnose, troubleshoot, and resolve issues by repairing or replacing faulty parts and addressing system bugs. Install projects as needed.
• Perform preventive maintenance tasks and compile corresponding reports
• Authorise project completion documents related to the project to facilitate the migration process.
• Conduct on-site training sessions for both administrators and end users.
• Maintain and manage our Service Desk software
• Prepare precise and comprehensive service reports for both the customer and Convergint promptly to enable accurate invoicing and job cost tracking.
• Consistently deliver top-notch service to customers, positioning POMT/Convergint as their preferred service provider.
• Offer customised system integrations, system upgrades, audits, consultation, and database management. Install, configure, and support various network systems and equipment for assigned projects.
• Handle all service calls according to federal, state, and local regulations, as well as company health and safety protocols.
• Actively consults with more experienced staff for support in challenging or uncommon situations.
• Stay current on company products, services, and policies.
• Maintain a professional appearance and demeanour at all times, and actively look for opportunities to showcase the company’s services.

SKILLS & COMPETENCIES

• A strong understanding of Audio Visual, Workspace Management and Media Distribution, Video Wall and IPTV technologies
• Full training on Security systems will be provided
• Knowledge of Australian Standards applicable to the Security Industry.
• High level communication skills – written, oral.
• Good planning and project management skills and the ability to prioritise issues and tasks.
• An understanding of quality assurance principles and their application.

• Handle a variety of customer service requests, including routine and complex inquiries, scheduled maintenance visits, and emergency or after-hours support.
• Diagnose, troubleshoot, and resolve issues by repairing or replacing faulty parts and addressing system bugs. Install projects as needed.
• Perform preventive maintenance tasks and compile corresponding reports
• Authorise project completion documents related to the project to facilitate the migration process.
• Conduct on-site training sessions for both administrators and end users.
• Maintain and manage our Service Desk software
• Prepare precise and comprehensive service reports for both the customer and Convergint promptly to enable accurate invoicing and job cost tracking.
• Consistently deliver top-notch service to customers, positioning POMT/Convergint as their preferred service provider.
• Offer customised system integrations, system upgrades, audits, consultation, and database management. Install, configure, and support various network systems and equipment for assigned projects.
• Handle all service calls according to federal, state, and local regulations, as well as company health and safety protocols.
• Actively consults with more experienced staff for support in challenging or uncommon situations.
• Stay current on company products, services, and policies.
• Maintain a professional appearance and demeanour at all times, and actively look for opportunities to showcase the company’s services