Desktop Support Engineer Ii — Windows & Sccm Sme

Xpt Software Australia Pty Ltd; Sydney; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Paid parental leave

Employee Assistance Programme (DataC…)

Ongoing learning & certifications

Staff discounts & financial wellbeing

Job summary

Datacom in Sydney is seeking a Desktop Support Engineer to provide end-user services, hardware support, and proactive device management. You will log and resolve tickets, perform desktop/laptop fault diagnostics, and configure devices for new starters with standard builds and apps.

Join a team delivering remote support, software deployment, and relocation services while maintaining SLAs. Strong customer communication and autonomous work style are essential for success in this role.

Qualifications

• Strong customer-focused service delivery to end users.
• Ability to prioritise work to meet service level agreements.
• Solid knowledge of laptops, desktops, printers, mobility devices and AV equipment.
• Excellent verbal and written communication; able to explain technical issues to non-technical audiences.

Responsibilities

• Log, triage and resolve end-user tickets to documented standards.
• Troubleshoot desktop and laptop faults; addressing boot, driver and patch issues.
• Manage identity and access requests including password resets and MFA re-registration.
• Prepare devices for new starters with standard build and apps.
• Support mobility devices end-to-end and device provisioning.

Skills

Customer service

Prioritisation

Hardware knowledge

Communication

Education

PC Laptop OEM Certification

CompTIA A+ Certification

MCITP/Desktop

MOS Certification

Job description

Desktop Support Engineer – Datacom

Location: Sydney

At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.

Please note that to be eligible for this role, you must be an Australian Citizen.

About the Role

Due to continued growth within our team, we have multiple roles across the wider Sydney area. Working as a Desktop Support Engineer you will be responsible for the provision of all aspects of End User Services to Datacom’s customers. Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break/ fix support, remote support, software deployment and relocation services.

What you’ll do

• Be the reliable first point of contact — log, triage and resolve tickets to a documented standard, keeping the person updated so they always know where their issue stands.
• Work through desktop and laptop faults methodically — boot and performance issues, driver and patch problems, crashes and freezes, diagnosed against a structured checklist and explained back in plain language.
• Handle identity and access requests carefully — password resets, MFA re-registration, new starter accounts and group changes, each checked against the approval process, then actioned promptly so nobody's left waiting.
• Give new starters a properly prepared device — enrolment, standard build and application packages completed to procedure, so they walk in on day one to equipment that's ready and working.
• Look after mobility devices end to end — phones and tablets enrolled and configured to policy, connectivity and app issues troubleshot, and wipes or re-provisioning handled correctly when a device changes hands.
• Keep hardware, peripherals and print services running — fault-find and swap out devices, manage warranty and repair jobs, and keep the asset register accurate so the team always knows what's where.
• Document what you fix — clear resolution notes and knowledge base articles, so your colleagues can resolve the same fault quickly next time.

What you’ll bring

• Exceptional customer experience with regard to end user services
• The ability to prioritise work to ensure achievement of all service level agreements
• Sound knowledge of Laptops, Desktop PC's, printers, media and audio-visual equipment, BYOD and mobility
• You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management.

IT Qualifications

• At least two of the following:
• PC Laptop OEM Maintenance Certification
• CompTIA A+ Certification
• Microsoft Certified IT Professional (MCITP) certification in the desktop area
• Microsoft Office Specialist (MOS) Certification
• Self-motivated, innovative, excellent problem-solving skills & communicative
• Passionate in financial markets & technological advancement
• Must already have Singapore working permit (Client is not in a position in applying working visa)

Culture and benefits

Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally

We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.

Why you will love working here

• Paid parental leave
• 24/7 Employee Assistance Programme (DataCare)
• Ongoing learning, certifications, and career development opportunities
• Access to industry-leading learning platforms and future skills training
• Recognition programmes that celebrate great work
• Great employee discounts and financial wellbeing benefits
• Meaningful work that makes a real impact

Eligibility criteria and conditions may apply to some benefits.