Service Support

A bit about us.

At Big Screen Video (BSV), we bring spaces to life through digital LED installations. From billboards, scoreboards, video screens and signage, our big screens make landmarks, organisations and venues across Australia and New Zealand more attractive to the crowds our clients engage.

With offices in Sydney, Melbourne, Gold Coast, Adelaide, Dallas (USA) and Shenzhen (China), BSV have completed over 2000 projects across 4 countries.

BSV works within several industries including sport, education, hospitality, retail, transit and out of home media. Our projects can be found at iconic venues such as the MCG, Movie World, Crown Casino, UTS Sydney and The Gabba.

A bit about the role.

We are looking for a Service Support superstar!

As Service Support, you will be an integral part of our after-sales support service – which is unique in the LED industry! You will be the first point of call to liaise with clients and organise technicians and contractors to assist in providing technical support, resolving faults and meeting demanding service level agreements (of which we have a 100% success rate!). You will work as part of a team to ensure the smooth monitoring of all BSV screen installations with a particular focus on quality control.

Your responsibilities.

• Talking clients, technicians and contractors through a series of actions, either face-to-face or over the phone, to help set-up systems or resolve issues
• Assigning and engaging appropriate resources to rectify faults, perform onsite repairs and meet SLA’s
• Monitoring BSV screen installations through an internal program and database
• Diagnosing and resolving onsite technical faults
• Meeting ongoing demanding SLA’s
• Providing technical support to BSV clients and colleagues
• Ensuring the highest level of service is provided to our customer base
• Creating site service documents in conjunction with install technicians
• Troubleshooting system and network problems, diagnosing and solving hardware or software faults
• Planning, prioritising and executing unscheduled work

Our Service Centre is open 7 days a week from 6am to 10pm every day of the year. Weekend and public holiday shifts are to be expected with this role.

About you.

• Enjoy tackling challenges and finding solutions
• Strong proficiency in Microsoft Office
• Excellent communication skills – able to engage across multiple platforms, translate technical jargon for non-technical users, and interact with a diverse client base
• Analytical problem-solving skills to diagnose, assess, and escalate issues as needed while ensuring timely resolutions
• Proactive in seeking ways to improve support processes and minimise recurring incidents
• Ability to work both independently and collaboratively as part of a team
• Exceptional time management skills
• High attention to detail

Previous experience with the below will be highly regarded!

• LED
• fault finding in IT and networking
• Novastar
• ConnectWise
• iCare
• Brightsign/Broadsign

Our Values.

At the heart of it all, BSV is built on five simple values:

• Utmost respect. For clients, their stories, and customers.
• No-receipt certainty. Our quality creates inherent trust.
• Doing things properly. We give everything to every project.
• Relationships. We’re people’s long-term partners.
• A sense of fun. We work with laughter and smiles.
• Benefits and perks

Team players with a can-do, positive attitude thrive at BSV!