AV & Security Support & Helpdesk Engineer

About the role

This is the frontline service role. Most of your time will go on keeping clients' systems healthy under support and maintenance contracts. That covers helpdesk tickets, remote diagnostics, scheduled preventative maintenance and break/fix call-outs. You'll also help the project team with installations and commissioning as required.

Key responsibilities

Support & Maintenance

• Provide helpdesk support via phone, email and support portal, logging and resolving tickets within contracted SLAs

• Run scheduled preventative maintenance visits and produce clear service reports

• Carry out remote diagnostics and onsite break/fix across AV, recording, security, networking and IT systems

• Build strong working relationships with court, police, parliamentary and council staff

• Explain technical issues clearly to non-technical users such as judges' associates, court officers and council staff

Installation & Projects

• Assist with large installation, configure and commission AV, recording and security systems from drawings and schedules
• Carry out cabling, rack builds, equipment fit-off, system setup and basic programming (Control and DSP)
• Support testing, commissioning and handover with project managers and subcontractors

Operations

• Prepare and test equipment in the warehouse before deployment
• Help manage spares and stock for support contracts
• Keep job records, documentation and asset information current in systems

General

• Represent the business professionally on client sites, many of which are secure, sensitive or operational environments
• Work safely and keep tidy work areas
• Keep technical skills and certifications current
• Comply with company policies, including vehicle use and safe driving

About you

Essential

• Experience in a technical support, service or field engineering role
• Solid AV systems knowledge, including DSP, conferencing, cameras, displays and control
• Working knowledge of IP-based security systems (CCTV, access control)
• Strong networking fundamentals (VLANs, IP addressing, switching, multicast basics) and Windows/IT skills
• Experience supporting cloud-based platforms and software systems, including installation, configuration, updates and user troubleshooting
• Good electronics fundamentals and methodical fault-finding
• Clear written and verbal communication in English, including writing a tidy service report
• Confident with Microsoft 365, ticketing systems and remote support tools
• Current Australian driver's licence, and eligible to be insured to drive a company vehicle
• Willing to drive long distances, fly commercially and spend nights away for regional and interstate work
• Able to work on your own and manage your time well
• Able to obtain a National Police Clearance and any other clearances required by the business
• Australian citizen or permanent resident

Desirable

• Experience working in the Local Government sector
• Q-SYS Level 1 or 2 certification
• Experience with court recording, interview recording or broadcast/streaming systems
• Other AV manufacturer certifications (Biamp, Shure, Sennheiser, Extron, etc.)
• Avigilon, Milestone or similar VMS experience
• Open cabling registration or willing to undertake training to achieve it
• WA Security Installer License / WA Police Security Installer Endorsement or willing to undertake training to achieve it
• Baseline security clearance, or eligibility to obtain one

About us

Redfish Technologies is a Perth-based specialist in evidential recording and audio-visual integration. For over a decade we've designed, installed and supported the systems that courts, parliaments, police and local government rely on every day. That includes courtroom digital recording, police interview rooms, parliamentary chamber audio and broadcast, council chambers and public CCTV networks. We're an authorised Asia Pacific distributor for Liberty Court Recording and Davidhorn evidential interview recording solutions. We also deliver Q-SYS, Avigilon and enterprise AV platforms. Our clients run hearings, interviews and sittings that can't be stopped, so the systems have to work every time. We're a small team of highly motivated individuals. You'll work directly with senior engineers and management, your work will be visible, and you'll have real influence on how we deliver service.

Benefits

• $70,000 – $90,000 per annum plus super, depending on skills and experience

• Company Vehicle for all work use

• Travel and accommodation allowances for regional and interstate work

• 40 hours per week, with flexible arrangements

• 4 weeks annual leave and 10 days personal/carer's leave

• Ongoing training and professional development

• Four-month probation with monthly check-ins and a formal salary review at completion

The Right Fit

We're looking for someone who:

• Is motivated and self-starting, and doesn't wait to be told what's next
• Is comfortable working on their own in the field, and also works well with the team when a job needs more hands
• Is confident in their skills but happy to learn from more experienced engineers
• Takes ownership of problems and sees them through to resolution
• Is flexible with hours when needed. Council meetings often run in the early evening, and you'll sometimes be on the phone or onsite to support them
• Is always looking for ways to make our systems, processes and service better

If that sounds like you, we'd like to hear from you.