Desk Support Engineer

Pallion; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Pallion is seeking a skilled Desktop Support Engineer to provide advanced IT support across a diverse technology environment in Australasia. The role involves on-site and remote support, owning escalated incidents, and assisting with deployments, lifecycle management and service improvements.

You will support executives and VIP users, troubleshoot endpoint hardware and software, and work across a rotating weekday shift roster. Prior ITSM experience and ITIL/MD-102 knowledge are valued.

Qualifications

• This role requires 3+ years in Desktop Support or Level 2 IT support.
• Experience with Windows, macOS and Microsoft 365 is essential.
• Ability to troubleshoot Wi‑Fi, VPN and enterprise workplace tech.

Responsibilities

• Own escalated incidents and service requests through to resolution.
• Provide advanced onsite and remote support for executives and VIPs.
• Configure and troubleshoot Windows/macOS endpoints and peripherals.
• Support Microsoft 365, Teams, OneDrive and collaboration tools.
• Maintain documentation and contribute to automation of tasks.

Skills

Windows

macOS

Microsoft 365

Microsoft Teams

Intune

MFA

Wi‑Fi

VPN

ITSM

Endpoint management

Education

Information Technology qualification or related discipline

Tools

Microsoft Defender

Apple enterprise support

MD-102 / MS-102 knowledge

ITIL 4 Foundation

Job description

Desktop Support Engineer

Take the next step in your IT career with a hands-on role supporting a diverse technology environment across a leading Australasian precious metals group.

Pallion is the largest precious metal services group in Australasia and one of Australia’s top five private groups of companies. Operating across Australia, Hong Kong and mainland China, Pallion designs, manufactures and distributes precious metal products and provides services across bullion, refining and minting, casting and jewellery, fabricated metals, findings and vaulting.

The opportunity

We are seeking an experienced and technically capable Desktop Support Engineer to provide advanced onsite and remote IT support across Pallion. As a key escalation point for complex end-user issues, you will take ownership of technical diagnosis and resolution across endpoint hardware, operating systems, collaboration technology, meeting rooms, connectivity, device management and desktop applications. You will also support technology deployments, lifecycle management, problem investigation and ongoing service improvement.

This is a hands-on, customer-facing role suited to someone with strong technical judgement, independent problem-solving skills and the confidence to support executives, VIP users and business-critical operations.

The role also participates in after-hours work or an on-call roster where required for critical incidents, maintenance and deployments. The role works across a rotating weekday shift roster.

Key responsibilities

• Own escalated incidents and service requests through diagnosis, resolution, user communication and closure.
• Troubleshoot complex endpoint and workplace technology issues and undertake root-cause analysis.
• Provide advanced onsite support for executives, VIP users and business-critical operations.
• Support, configure and troubleshoot Windows and macOS endpoints, laptops, desktops, mobile devices and peripherals.
• Build, deploy and maintain approved operating environments, applications, drivers and device configurations.
• Support Microsoft 365, Microsoft Teams, OneDrive and workplace collaboration technologies.
• Contribute to endpoint configuration, compliance and deployment activities using Microsoft Intune or equivalent platforms.
• Provide advanced support for meeting rooms, Microsoft Teams Rooms and audio visual equipment.
• Troubleshoot Wi‑Fi, VPN, authentication, DNS, DHCP and network performance issues.
• Investigate endpoint security, device health, identity, MFA and compliance issues.
• Manage endpoint assets across deployment, repair, refresh, return and secure disposal.
• Maintain technical documentation and identify opportunities for automation, problem resolution and service improvement.

About you

You’ll bring strong technical expertise across desktop, laptop, mobile and workplace technology environments, combined with advanced troubleshooting and problem‑solving skills. You’ll be comfortable working independently, managing escalations and providing professional support across all levels of the business.

Ideally, you will have:

• A minimum of 3+ years’ experience in Desktop Support, End-User Computing or Level 2 IT support roles.
• A qualification in Information Technology, Information Systems or a related discipline, or equivalent industry experience.
• Strong hands‑on experience with Windows, macOS, Microsoft 365, Microsoft Teams, iOS, Android and endpoint hardware.
• Working knowledge of Microsoft Intune, Microsoft Defender, device compliance, identity and MFA.
• Experience troubleshooting Wi‑Fi, VPN and enterprise workplace technology.
• The ability to interpret logs, isolate faults, identify root causes and clearly communicate technical issues.
• Experience with ITSM, incident, problem, change, asset and knowledge management practices.
• Experience managing escalations and completing onsite technical diagnosis in a corporate or enterprise environment.
• A collaborative approach with the ability to work across internal IT teams and coordinate with external vendors.
• Microsoft Intune, Microsoft Defender and Apple enterprise support experience would be advantageous.
• Certifications such as ITIL 4 Foundation, Microsoft 365 Endpoint Administrator (MD-102) or Microsoft 365 Administrator (MS-102) would be highly regarded.
• Exposure to security‑focused or regulated environments would also be advantageous.

Why join Pallion?

You’ll join a collaborative IT team supporting a diverse and established group of businesses, with the opportunity to work across a broad range of workplace technologies and complex technical environments. Pallion values excellence, trust, adaptability, innovation and respect, while investing in the development and education of its people.

If you’re an experienced Desktop Support professional who enjoys solving complex technical problems, delivering great customer service and taking ownership of issues through to resolution, we’d love to hear from you.

Pallion is committed to providing an inclusive and respectful workplace where employment decisions are based on merit, capability and suitability for the role.