Onsite Support Engineer | Contract | 5 Days Onsite + Shiftwork

  • Australia
  • Parramatta
  • Contract
  • Up to $525 + Super

The Digital Support Engineer is a technical expert responsible for providing an exceptional level of IT support by combining both Service Desk and End User Computing (EUC) responsibilities. This role serves as the first point of contact for a wide range of technical issues while also handling escalations related to hardware, software, and digital workplace tools. The engineer will play a critical role in ensuring employee productivity by providing timely solutions and maintaining a high level of user satisfaction.

Key Requirements

This role is a pivotal blend of first-level support and advanced desktop engineering. You’ll need to demonstrate expertise across several domains:

Experience & Qualifications

  • 3+ years of experience in an IT support or service desk role.

  • Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent professional experience.

  • Proven experience in troubleshooting hardware and software for both Windows and macOS environments.

  • Hands-on experience with the administration of Microsoft 365 and its core applications (e.g., Teams, SharePoint).

  • Familiarity with IT Service Management (ITSM) principles and tools (e.g., ServiceNow, Jira).

  • Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL Foundation are highly desirable.

  • Experience with Mobile Device Management (MDM) solutions and a basic understanding of network concepts (TCP/IP, DNS, DHCP).

Core Competencies & Responsibilities

  1. Service Desk & First-Level Support:

    • Serve as the primary point of contact for all incoming IT support requests (phone, email, tickets, in-person).

    • Log, prioritize, and manage support tickets, ensuring timely resolution and clear end-user communication.

    • Provide expert troubleshooting for a wide range of issues, from password resets to connectivity problems.

    • Ability to be on roster and be flexible to cover all roster shifts needed for phone coverage.

  2. Level 2 End User Computing (EUC):

    • Act as a technical escalation point for the service desk, providing advanced support for complex hardware and software issues.

    • Administer and manage end-user devices, including desktops, laptops, and mobile devices (Apple & Android).

    • Troubleshoot and resolve issues related to enterprise applications and digital workplace tools.

  3. Operational Excellence:

    • Contribute to the creation and maintenance of a comprehensive knowledge base.

    • Identify and recommend opportunities for process improvement and automation.

    • Assist in the onboarding and offboarding of employees by provisioning and de-provisioning hardware and access.

  4. Work Requirements:

    • Excellent written and verbal communication skills.

    • Outcome driven, organised, and adaptable.

    • Ability and willingness to travel as required.

    • Ability to be in the office 5 days per week.

Apply now

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