Video Conferencing Support Officer

Employment Type Permanent Closing Date 21 July 2026 11:59pm Job Title Video Conferencing Support Officer Job Summary As a Video Conferencing Support Officer, you will be the first point of contact for customers, providing support for Video Teleconferencing technology.

Job Description This role combines customer service excellence with technical troubleshooting, ensuring customers receive timely and effective support while maintaining service quality across critical environments. You will work closely with a highly skilled team supporting enterprise video conferencing platforms and related network infrastructure.

This role requires NV1 Security Clearance (minimum requirement) with the ability to obtain and maintain NV2 Security Clearance. NV2 clearance is preferred Responsibilities As a member of the Video Teleconferencing (VTC) Team, you will be handling customer requests in relation to setup, installation, use and maintenance of VTC hardware and software for a Federal Government customer.

Provide first-level support for customers using video conferencing and collaboration technologies. Own the end to end process and coordination of appropriate and timely responses to service requests and incidents Troubleshoot technical issues relating to video conferencing systems, network connectivity and associated equipment, including basic troubleshooting of hardware, software, connectivity, audio and video issues.

Monitor, diagnose and resolve incidents, escalating where required. Deliver outstanding customer service and support in a fast-paced operational environment. Work collaboratively with technical teams to restore services and resolve customer issues.

Maintain accurate records of incidents, troubleshooting activities and customer interactions. Contribute to continuous improvement initiatives and knowledge sharing across the team. Skills and Experience Please note : This role requires NV1 Security Clearance (minimum requirement) with the ability to obtain and maintain NV2 Security Clearance.

NV2 clearance is preferred Experience in a customer-facing technical support, service desk or operational support environment. Understanding of video conferencing technologies and collaboration platforms, or a strong willingness to learn. Strong problem-solving skills and the ability to follow structured troubleshooting processes.

Excellent communication and interpersonal skills with a customer-focused approach. Experience using service management and collaboration tools such as DSMS, TAMIT, Service Manager, SharePoint, Objective or Confluence is desirable. Knowledge of Cisco TMS, Cisco Meeting Management, PEXIP, AMX RMS, Polycom Clarity Manager or basic networking skills is desirable.

Ability to work effectively in a team environment and manage competing priorities. Ability to work primarily from Canberra and attend the office as required.