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About the Role

As a Video Conferencing Support Officer, you will be the first point of contact for customers, providing support for Video Teleconferencing technology. 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.

Responsibilities

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.

Requirements

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

Skills

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.

Location

Canberra

Work Type

Permanent
Onsite

About the Company

We're an iconic Aussie brand with a global footprint. From our earliest days in the Postmaster General’s Office to the Australian icon we are today, the heart of Telstra has never changed. We’ve always been committed to being a great place to work as we make the world a better place too. Working at Telstra, we all have a why. Whether it’s endless career opportunities, an amazing work-life balance or being able to make a difference, we all know why we’re motivated to be our best here. Our people find purpose and pride in being part of Telstra, because we support the things that matter most.

Equal Opportunity

We are committed to making it easy for everyone to apply. If you require accessibility support or adjustments during the recruitment process, please send an email to Disability and Accessibility inbox. disabilityandaccessibility@team.telstra.com.
In a business as big and diverse as ours, there’s a huge breadth of career paths available. Uncover opportunities, broaden your experience, and discover the many areas of our organization there is to explore.