Service Desk Engineer - Modern Workplace

Sydney | Permanent | Global Organisation

Are you an experienced Service Desk / Desktop Support Engineer looking for your next opportunity in a modern, global IT environment?

This is a fantastic opportunity to join a collaborative technology team where you'll provide high-quality, primarily 1st-level support (with some 2nd-level) to users across Australia, New Zealand, and Singapore.

You'll be more than just a ticket resolver. You'll have the opportunity to work across Microsoft 365, Windows 11, Intune, endpoint technology, Teams Rooms, AV and workplace technology, while developing your skills within a structured ITIL service environment.

What you'll be doing

• Provide remote and onsite 1st and 2nd line IT support to end users globally
• Manage and resolve incidents and service requests through the IT service management platform
• Troubleshoot Windows 11 laptops, peripherals and workplace technology
• Support Microsoft 365 applications including Outlook, Teams, OneDrive and SharePoint
• Build, configure, deploy and maintain end-user devices using Intune/Jamf-aligned processes
• Support Teams Meeting Rooms, AV, connectivity, display and audio issues
• Perform controlled password and MFA resets, escalating more complex identity and security issues
• Maintain high-quality ticket documentation and contribute to knowledge articles and SOPs
• Work closely with the wider IT team to provide effective follow-the-sun global support

What we're looking for

We're looking for someone who combines strong technical troubleshooting skills with a genuine customer-first approach.

You'll ideally have:

• Previous experience in Service Desk, Desktop Support, IT Support or End User Computing
• Strong Windows 11 troubleshooting experience
• Practical enterprise experience supporting Microsoft 365
• Experience working with an ITSM/service desk ticketing platform
• Excellent communication and customer service skills
• Experience supporting meeting room or AV technology
• The ability to work independently onsite while following established processes and escalation pathways

Desirable experience

It would be advantageous if you have experience with:

• Microsoft Intune and Windows Autopilot
• Apple devices and/or Jamf
• Microsoft Teams Rooms
• Global IT support environments
• Knowledge bases, user guides and SOPs
• ITIL Foundation, or a willingness to obtain certification
• Microsoft MD-102 or equivalent practical endpoint management experience
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