AVI is a technically led organisation delivering safety-critical solutions across infrastructure and complex operational environments. As we continue to grow, we are strengthening our structures, career pathways and recruitment practices to support long term capability and professional development.

The Opportunity

The role of Support Officer serves as the first point of contact for client technical issues, logging and triaging support requests. This role will be providing initial diagnosis, standard troubleshooting and resolution, together with ensuring all customer interactions are managed professionally and documented accurately.

What You’ll Be Doing

Manage incoming support cases across phone, email, and ticketing systems — logging, prioritising, troubleshooting, and escalating to Tier 2 or Engineering with clear documentation, while maintaining accurate records and following up to ensure client satisfaction in line with ITIL standards;
Provide technical support for AVI's wireless/LTE connectivity solutions, including configuration changes and integration support across private and non-private LTE deployments in active operational environments;
Travel to mine sites as required for on-site client support, system testing, and commissioning of private LTE radio and core components across AVI's hardware/software stack;
Contribute to test plan development and validation, including end-to-end scenario design, performance testing, and specifications for multi-technology connectivity platforms;
Prepare client reports, presentations, and internal documentation, and assist in developing delivery plans across AVI's hardware/software stack; and
Participate in ongoing training, knowledge sharing, and service improvement initiatives by providing feedback on recurring issues.

What We’re Looking For

We’re looking for someone who brings strong capability, professional judgement and a commitment to quality outcomes. You don’t need to meet every requirement listed – we value transferable skills, learning capability and professional curiosity.

Skills and Experience

Degree in Communications, Telecommunications and/or Information & Communications.
Tertiary or trade qualifications in telecommunications.
Industry certifications in telecommunications networking (e.g. CCNA).
3-5 years’ experience in a technical helpdesk or Tier 1 support environment.
Ability to follow structured troubleshooting processes and escalate appropriately.
Strong written and verbal communication skills for engaging with clients and internal teams.
Familiarity with basic networking, telemetry systems, or device configuration.
Native Spanish/Portuguese language preferred.

What You’ll Gain at AVI

Exposure to technically complex, high-impact work
Clear role expectations and structured career pathways
Opportunities to develop technical depth or progress into leadership
A professional environment built on safety, trust and accountability

Career Development

AVI has defined role levels and progression pathways. Advancement is based on capability, readiness and performance, supported by development and leadership guidance.

Flexibility & Support

AVI recognises that people’s needs change over time and works to support flexibility where operationally possible. These conversations are encouraged and handled transparently.

Inclusion Statement

AVI is committed to building a workforce that reflects the communities we serve and encourages women and people from diverse backgrounds to apply. We are intentionally strengthening our recruitment processes and career pathways to support fairness, clarity and long-term career progression.

Call to Action

If this opportunity aligns with your experience and interests, we encourage you to apply or reach out for a confidential conversation.