Junior Help Desk Technician
  • Location

    Canberra, ACT
  • Work Type

    Full Time

What part will you play?

We are looking for a candidate with a high technical skill set and a focus on customer care. Ideally the person will have an understanding of ITIL process for service delivery. The candidate will need to have a current AGSVA clearance level of Baseline or above.

The purpose of this is role is to provide premium AV phone and remote support to a national SLA client, while also maintaining the customer service database.  Provide administration assistance to the service department and help with repairs of equipment. You will need to possess a combination of technical knowledge, reporting, and client relationship skills as the position is responsible for the efficient running of day to day audio visual operations.

Be part of a team which acts as the central coordination point of AV incidents and requests. We are looking for someone who wants to be at the forefront of technology and be part of an industry leading firm.

How to apply

You can apply for this role by clicking the ‘Apply for this job’ button and filling out the form, including attachments to your resume and cover letter.

In your cover letter and resume please address the criteria outlined below.


  • Provide high quality technical support on customer audio visual an video conference systems, in line with service and maintenance agreements
  • Logging and following up client incident and service requests
  • Provide technical liaison with Engineering, Project and Sales departments regarding system handover documentation and creation of additional help desk accounts (not applicable to graduate position)
  • Co-ordinate customer equipment repairs and quotations
  • Assist in maintaining existing customer equipment schedule, including downloading and distribution of software upgrades and information to clients
  • Undertake detailed assessment and investigation into reported faults and, where required, escalate the necessary information to level 3 support for onsite attendance
  • Run diagnostic programs to resolve issue when needed and provide conclusions
  • Proactively analyse and identify trends within calls / issues logged across the customer base
  • Follow up with customers to ensure issue has been resolved and customer is satisfied
  • Other duties as required
  • Hours of work are two start times; 08:00 - 16:30 or 08:30 - 17:00. You will be a part of a 24/7 rotating On Call roster
  • Manage existing client database and ensure accurate reporting of faults to clients
  • Using Defence and Rutledge toolsets such as DSMS and Pronto to manage incidents and changes
  • Co-ordinate and book client service inspections as required while ensuring service level agreements are met
  • Take ownership of incidents where subject matter expertise and experience is required for diagnosis over the phone and/or using remote system access (where applicable)
  • Remotely apply fixes to devices running on the customer's infrastructure where appropriate in accordance with the customers change management procedures (firmware upgrades)
  • Communicate action plans between various RAV departments or suppliers/manufacturers and the Service Techs
  • Test fixes to ensure problem has been adequately resolved
  • Flag incidents to Help Desk Team Leader of Service Delivery Manager that could potentially become problems and investigate root cause

Skills & Experience

  • Exceptional customer service skills
  • The ability to troubleshoot and provide quick solutions
  • Experience using call management systems
  • A proven track record in technical customer service
  • Displays a high-level of enthusiasm for work, professional conduct, ethnics, works well in a team environment and presents themselves professionally
  • Sound knowledge of audio and visual equipment and systems
  • Strong PC skills including understanding of Microsoft Word, Excel and Outlook
  • Excellent communication (written and verbal) and interpersonal skills
  • Understanding of ITIL process for service delivery
  • Current AGSVA clearance level of Baseline or above


People choose to align their career with Rutledge AV because we are passionate about what we do. We strive to attract employees who are committed to excellence, are ambitious and want to work for an organisation that rewards performance, values loyalty and is committed to achieving mutually beneficial outcomes. We are committed to supporting our employees and providing opportunities to continually learn and develop their skills.

  • Collaborative work environment with dynamic growth opportunities
  • Committed to the career development and education of our team
  • Acces to latest AV & ICT technologies
  • Global Company. named as one of 50 Most Admired Companies in 2017 by Silicon Review
  • #2 on SCN’s Annual List of Top 50 Systems Integrators
  • Internationally recognized: Digital Studio Award at CABSAT 2019 in Dubai; InAVation Award at ISE 2019 in Amsterdam
  • Recognized among “Elite 150” on CRN’s 2019 Managed Service Provider 500 list
  • 2017 Integrator of the Year
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