Position Purpose

Responsible for setting up, testing, operating, assessing, and repairing equipment in the delivery of audio visual and video conferencing systems at client sites.

The position also involves working with concierge staff and guests to ensure conferences and meetings run smoothly throughout the client site.

The position plays an important role in providing high quality onsite customer service and technical support.

Salary:  $75,000 - $80,000

Our Values

At Programmed we have four core values that we ask our employees to observe, act on and deliver.

Safety Leadership - We display personal safety leadership each and every day. We believe all injuries are preventable. We act to ensure the health, safety and environmental wellbeing of our customers, the public and ourselves

Care & Empathy - We show care and empathy for the people around us; our employees, customers and the communities we work in. We respect everyone’s contribution by working together to achieve common goals and project outcomes. We believe that everyone comes to work wanting to do a great job. We are prepared to ask “R U OK?” if our colleagues are performing differently.

Customer Service - Our people display what we like to call good old-fashioned customer service. We imagine how we would like to be served, if we were the customer. We do what we say we are going to do.

Diversity, inclusion & equality - We seek a workforce that is representative of the communities we work in. We strive for a team that reflects a diverse society in consideration of culture, gender, age, sexual orientation and abilities. We recognise the value and importance of attracting, engaging and retaining employees with different backgrounds, experience and perspectives. We aim to create a safe and inclusive environment, where people are treated equally and are free of all forms of discrimination.

Qualification

• Currently undertaking or completed tertiary qualification in a business-related discipline or with a trade or technical background.
• Project management qualification desirable.

Experience

• 2 years’ experience working as in AV/ICT support related role.
• Excellent troubleshooting skills.
• Outstanding customer service and commitment to resolve client issues expediently.
• Good communication and interpersonal skills.
• Ability to use initiative to undertake tasks efficiently and independently.
• Understanding of relevant industry standards affecting audio visual system design.
• Software systems tools; MS Office intermediate.

Responsibilities

• Coordinates video conferencing to ensure smooth and efficient operation.
• Manages and maintains the installed AV systems including regular scheduled maintenance, cleaning and tests.
• Manages external vendor repairs and external technical resources visiting the site.
• Resolves technical issues by using logical fault-finding techniques and install temporary workaround solutions where necessary.
• Supports high end integrated presentation, video conferencing and other collaboration technology.
• Responds to Service Calls raised by clients in a timely and professional manner.
• Completes routine maintenance on equipment as scheduled
• Updates internal registers and procedures to reflect the status of rooms and service tickets.
• Produces high quality system and maintenance performance reports.
• Train and assist Concierge team members in AV competency.
• Conduct proactive hardware & software checks of AV/VC equipment on a regular basis, especially ahead of high-profile meetings.

Leadership Capability Framework

 Financial
Makes skilful use of available budget, resources and support to deliver cost efficient, highquality work. Understands how personal and team performance contributes to overall business success and financial performance.

Operations
Plans and prioritizes work to meet or exceed commitments and customer requirements. Holds self accountable to high standards and consistently adheres to policies, procedures, and work requirements.

Customer
Builds strong customer relationships and delivers customer-centric solutions. For example, consistently goes above and beyond to understand customer requirements and surpass their expectations.

Growth
Takes on new opportunities with a sense of high energy and enthusiasm. For example, constantly looks for new ideas and innovative ways of doing things, and makes an effort to get involved in new areas.

People
Builds partnerships and works collaboratively with others to meet shared objectives. For example, finds ways to add value to the team; values diversity of thought; and is a valued resource who goes out of the way to help others.

Technology
Adopts innovations in business technology. For example, successfully leverages the latest technologies to increase performance and embraces new technological advances adopted by the business.

Benchmarks for Success
Our aim is that everyone has an opportunity to sit down with their line manager to clarify the expectations of their role, identify key performance indicators (KPIs) and outline specific projects to be completed. Another important aspect of these discussions is to explore areas of development and learning and developing opportunities to build and grow skills and advance careers. These discussion occur in the Review and Reflection period held yearly.

In this role the KPI’s will generally focus on the following areas:

Performance targets;
Customer service & feedback targets;
Health Safety Environment targets; and
Living our values.

Our Commitment

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

Programmed and PERSOL 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 PERSOL, we encourage you to visit our website.