Technical Support Officer – Electronic Security | End-User Focus

Black Box Security is looking for a practical, technically capable person who combines proven technical-support experience with accuracy, sound judgement and excellent client care. The role includes troubleshooting our clients security systems, keeping databases current and supporting the remote management of those systems.

Previous electronic security experience is welcome, but it is not essential. What matters most is how you think, communicate and follow through. Full training and support will be provided on the specific security platforms we use.

About Black Box Security

Black Box Security is an Australian electronic security integrator with 25 years of experience supporting commercial clients. From our Alexandria office, our three-person internal team remotely manages security systems and coordinates a trusted network of technicians serving clients across Australia.

As part of a small team, you will work closely with experienced colleagues, have direct involvement in resolving client issues and see the impact of your work. You will have genuine ownership of your responsibilities, while still having access to technical guidance, manufacturer support and our national technician network when assistance is required.

We are supportive, collaborative and practical. We value intelligence, good humour and people who enjoy working through problems together. Electronic security is a rapidly evolving industry, so we maintain a culture of continuous learning that helps our team keep pace with changing systems and technology. The environment is busy and varied, making this role well suited to someone who thinks clearly, communicates directly and takes satisfaction in helping clients reach a successful outcome.

Key Responsibilities

• Support clients with the operation, management and remote access to their CCTV, alarm and access-control systems, including authorised footage retrieval.
• Receive and assess support requests, and troubleshoot and resolve device, network, connectivity, configuration and user issues across CCTV, alarms, access control, audio and related systems.
• Work with technicians, manufacturers and suppliers to resolve issues, while remaining responsible for the outcome.
• Keep clients informed, maintain accurate support and service records, and identify recurring faults requiring permanent solutions.
• Assist with stock, purchasing and equipment logistics, including purchase orders, deliveries, allocations, dispatch and supplier follow-up.

What You Will Bring

• Demonstrable technical-support experience within IT, technology products or another technical industry.
• Demonstrated technical aptitude and a methodical approach to solving unfamiliar problems.
• A basic understanding of data networks and the demonstrated ability to learn new platforms quickly.
• Confidence collaborating with technicians, manufacturers, vendors and technical specialists to achieve a practical resolution.
• Strong ownership: you keep matters moving, follow up others and close the loop with the client.
• Clear written and verbal communication, with the ability to explain technical concepts in plain language and maintain a warm, professional and constructive approach with clients, colleagues, technicians and suppliers.

Experience That Would Be Useful

Any of the following would help, but none is essential:

• CCTV, alarm, access control or electronic security systems.
• Level 1 or Level 2 IT support, helpdesk or service desk work.
• Connected hardware, audio visual, telecommunications, retail technology or point of sale support.
• Purchasing, inventory, logistics or equipment dispatch.

How to Apply

Submit your résumé together with a short cover letter of no more than 300 words addressing

• What interests you about this role.
• How your previous experience could transfer to this role.