Desktop Support Engineer - Wollongong

Datacom; Wollongong City Council; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Paid parental leave

Employee Assistance Programme (DataYes

Learning and career development

Industry-leading learning platforms

Employee discounts

Job summary

Datacom is seeking a Desktop Support Engineer to deliver End User Services at our customer's site in Wollongong, NSW. The role focuses on onsite support, device provisioning, and responsive incident resolution aligned with business requirements.

You will log and triage tickets, resolve faults across laptops, desktops, printers, and mobility devices, and document fixes to help teammates resolve similar issues quickly in the future.

Qualifications

• Exceptional customer experience with regard to end user services.
• Ability to prioritise work to ensure achievement of all service level agreements.
• Sound knowledge of laptops, desktops, printers, media and audio-visual equipment, BYOD and mobility.
• Excellent verbal and written communication; able to work autonomously with strong time management.

Responsibilities

• Be the reliable first point of contact — log, triage and resolve tickets to a documented standard.
• Work through desktop and laptop faults methodically — boot and performance issues, driver and patch problems, crashes and freezes.
• Handle identity and access requests carefully — password resets, MFA re-registration, new starter accounts and group changes.
• Give new starters a properly prepared device — enrolment, standard build and application packages.
• Look after mobility devices end to end — phones and tablets configured to policy, issues troubleshot, re-provisioning as needed.
• Keep hardware, peripherals and print services running — fault-find, swap out devices, manage warranty/repair, maintain asset register.
• Document what you fix — write clear resolution notes and knowledge base articles.

Skills

Customer service

SLA management

Laptops & Desktops

Printers & AV

BYOD

Communication

Autonomous work

Job description

This role is primarily based in Wollongong, NSW and involves providing onsite support and coverage at the customer's location as required.

About Us

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.

Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.

About the Role

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.

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

What you'll do

As a Desktop Support Engineer, you will be accountable for, but not limited to:

• 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

To be successful in this role, you will have demonstrated the following:

• 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.

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 benefitsMeaningful work that makes a real impact

Eligibility criteria and conditions may apply to some benefits.