Support Engineer

TRANSFORMING THROUGH TECHNOLOGY

Our Purpose

We transform the way people operate and interact with public venues, places, and major events.

Our Role

We digitise Australian’s most known and recognised brands.

What We Do 

TechMedia sits at the intersection of technology, media and the physical retail world, designing, building and operating advanced digital media networks in high traffic environments. On any given day our teams deploy large scale LED / LCD digital display networks, integrate interactive kiosks and wayfinding systems, optimise media performance for advertisers and ensure every screen across the network runs flawlessly. It is fast moving, multidisciplinary work where technologists, engineers, creatives and commercial thinkers collaborate to transform physical spaces into intelligent, responsive media environments at national scale. 

POSITION OVERVIEW

The Support Engineer is a frontline operator responsible for keeping TechMedia’s digital networks running reliably day to day. This role sits at the point where customers, devices and platforms meet, ensuring issues are identified early, resolved quickly, and escalated cleanly when needed.

This is not a passive helpdesk role. The Support Engineer actively monitors live networks, responds to alerts, troubleshoots hardware and connectivity issues, and supports customers operating mission‑critical screen environments. The focus is on speed, accuracy and clear communication, ensuring disruptions are minimised and customers remain confident in the network. 

The role works closely with the delivery teams, field technicians and platform partners to maintain stability across hundreds of deployed devices while continuously improving how we support and operate the network. 

RESPONSIBILITIES

Keep the Network Running 

• Respond to automated alerts and customer issues across players, displays, connectivity and platform services. 

• Resolve common hardware, firmware, connectivity and configuration issues within SLA. 

• Proactively identify emerging issues before they impact customers. 

FirstLine Technical Ownership 

• Perform initial diagnostics and triage for device, network and platform incidents. 

• Escalate complex/unresolved issues to Level 2/3 teams with clear context and supporting detail. 

• Work with infield technicians to support installs, fixes and remediation activities. 

CustomerFocused Support 

• Act as a calm, capable point of contact for customers operating live screen networks. 

• Clearly explain issues, actions and outcomes to nontechnical stakeholders. 

• Maintain confidence and trust through consistent followup and closure. 

Operate With Discipline 

• Maintain accurate records of incidents, actions and resolutions in the ticketing system. 

• Manage asset data including device inventory, serial numbers, warranty status and locations. 

• Follow defined processes while identifying opportunities to improve how support is delivered. 

Improve How We Work 

• Provide practical feedback on recurring issues, platform gaps and operational inefficiencies. 

• Contribute to documentation, standard operating procedures and knowledge articles. 

• Help reduce repeat incidents by improving visibility and firsttime resolution. 

KNOWLEDGE, SKILLS & EXPERIENCE

Experience 

• Background in technical support, service desk or operational technology environments. 

• Experience supporting live systems such as digital signage, IoT, AV, or networked devices preferred. 

Technical Capability 

• Working knowledge of Windows operating systems and Office 365. 

• Understanding of basic networking concepts including IP addressing and connectivity. 

• Familiarity with device monitoring, ticketing and remote support tools (e.g. HaloPSA, ServiceNow, RMM platforms). 

Ways of Working 

• Strong problemsolving skills and a methodical approach to fault finding. 

• Clear written and verbal communication skills. 

• Comfortable working in a fastpaced, operational environment where priorities shift quickly. 

Nice to Have 

• Exposure to digital signage CMS platforms such as Broadsign or Scala. 

• Experience with firmware updates, basic hardware diagnostics, or AV environments. 

We strive to build a team that reflects the diversity of the communities we work in. We welcome and encourage applications from traditionally underrepresented groups in the technology industry, including women, older people, people with a disability and First Nations peoples.

All positions at Techmedia will be required to undergo a National Police Check.