Job Description

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

Why this opportunity?

This role offers more than a traditional Service Desk position. It provides a genuine career pathway into Modern Workplace and Cloud Engineering for someone who wants to develop their technical skills.

You'll gain exposure to Microsoft 365, endpoint management, Intune, workplace technology and global IT operations, while developing strong service management and technical foundations.

The person we're looking for

You're likely to be:

• Customer-focused, professional and approachable
• Calm and methodical when solving problems
• A practical, hands-on technical problem solver
• Comfortable working independently and taking ownership
• Someone who understands the importance of process, documentation and escalation
• Keen to develop your career beyond traditional Service Desk support

If you're looking for a role where you can use your existing Service Desk skills while building a pathway into Modern Workplace and Cloud Engineering, we'd love to hear from you.

Apply now quoting Reference 77352.