About the Opportunity

Due to continued growth, an exciting opportunity has been created to join Programmed as an AV/VC Support Specialist, working within our Electrical Technologies team.

This role provides essential customer support to a newly acquired contract with a Tier 1 client. As the first point of contact for client issues, you 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.

Based at our modern Collins Street head office in Docklands, VIC, this permanent full-time role offers the opportunity to make a meaningful impact on the operations and services of a major financial institution, serving the everyday needs of businesses and individual banking customers across Australia.

Nature of the position: Permanent, Full-Time

Location: Melbourne

Reporting Line: National Service Manager

Benefits 

• 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

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

About You

• 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.

 About Us

Programmed is a leading provider of operations and maintenance services across all industry sectors including education, health, infrastructure, manufacturing, transport and mining in Australia and New Zealand.

Our Electrical Technologies division is a multi-service provider specializing in the design, implementation, and maintenance of audio-visual and IT solutions for leading private and public sector clients, ensuring seamless workplace connectivity and communication.

We encourage career development, support flexibility and care about your personal wellbeing and safety. Join the Programmed team today.

Work With Us

Submit your application today and join us on our mission to build outstanding people, strong customers, and great communities.

Our Commitment

Programmed and PERSOLKELLY supports a workplace culture of zero harm and encourages this in all that we do.

Programmed and PERSOLKELLY strives for diversity, inclusion and equality of our people. We seek a workforce that is representative of the communities we work in. We encourage people of all cultures, gender, age, sexual orientation or abilities to apply.

To learn more about working with Programmed and PERSOLKELLY, we encourage you to visit our website.