Desktop Support Specialist SCCM

Ampstek; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Ampstek is seeking an experienced L2 Desktop Support / EUC Engineer in Sydney, Australia. The role demands 5–8 years in enterprise Windows environments with hands-on expertise in Windows troubleshooting, SCCM/MECM, Intune, Active Directory, Group Policy, ServiceNow and PowerShell.

The position focuses on SME-level technical support for desktop and end-user computing services, ensuring devices remain secure, available, and productive in a 24x7 environment.

Qualifications

• 5–8 years of enterprise IT/Desktop/EUC support experience.
• Strong Windows troubleshooting and problem-solving skills.
• Experience with SCCM/MECM, Active Directory and Group Policy.
• Experience with ServiceNow/ITSM and software deployment.
• PowerShell scripting for automation.
• Good understanding of ITIL and service-management practices.

Responsibilities

• Provide L2/SME-level support for enterprise desktop and EUC environments.
• Troubleshoot complex Windows OS, software and hardware issues.
• Administer SCCM/MECM and Microsoft Intune environments.
• Manage software deployment, imaging and patch management.
• Support Active Directory, Group Policy and other Windows services.
• Provide incident and change support for Windows environments in a 24x7 service organization.
• Monitor Windows systems using enterprise monitoring and endpoint analytics tools.
• Create and maintain SOPs, knowledge articles and technical documentation.

Skills

Enterprise IT/Desktop/EUC support

Windows troubleshooting

SCCM/MECM

Active Directory

Group Policy/GPO

ServiceNow/ITSM

Software deployment & patching

Imaging

End-user computing

PowerShell

ITIL practices

Communication

Tools

Nexthink

Aternity

Job description

Job Summary

We are looking for an experienced L2 Desktop Support / EUC Engineer with 5–8 years of experience in enterprise Windows environments. The ideal candidate will have strong hands‑on expertise in Windows troubleshooting, SCCM/MECM, Microsoft Intune, Active Directory, Group Policy, ServiceNow and PowerShell.

The role will provide SME-level technical support for desktop and end‑user computing services, ensuring end‑user devices remain stable, secure and available while delivering a high‑quality customer experience.

Key Responsibilities

• Provide L2/SME-level support for enterprise desktop and end‑user computing environments.
• Troubleshoot complex Windows operating system, software and hardware issues.
• Maintain the health and stability of end‑user machines across the enterprise.
• Administer and support SCCM/MECM and Microsoft Intune environments.
• Manage software deployment, patching, imaging, application installation and endpoint configuration.
• Support Active Directory, Group Policy and other Windows services.
• Provide incident and change support for Windows environments in a 24x7 service organization.
• Monitor Windows systems using enterprise monitoring and endpoint analytics tools.
• Use operational reports and health‑check data to identify trends, capacity issues and recurring problems.
• Work with tools such as Aternity and Nexthink to analyse end‑user experience and device health.
• Diagnose and resolve desktop, connectivity, application, hardware and peripheral issues.
• Support workstation setup, connectivity validation and network‑related troubleshooting.
• Coordinate upgrades, software deployments and maintenance activities with minimal business disruption.
• Manage incidents, changes, escalations and technical blockers through ServiceNow/ITSM.
• Act as a key technical point of contact for stakeholders and manage escalated issues.
• Participate in stand‑up meetings and weekly governance meetings with stakeholders.
• Prepare weekly and monthly operational reports and convert analysis into improvement initiatives.
• Identify opportunities for automation and implement solutions that reduce manual effort.
• Create and maintain SOPs, knowledge articles and technical documentation for deployment, imaging and patching.
• Review and improve knowledge‑base content to maintain high knowledge‑management standards.
• Identify recurring tasks suitable for PowerShell automation and develop scripts to reduce manual intervention.
• Mentor junior L1/L1A/L1B engineers and share troubleshooting best practices.
• Maintain accurate records of incidents, resolutions and support procedures.
• Monitor key service and operational metrics and drive continuous improvement.

Must‑Have Skills

• 5–8 years of enterprise IT/Desktop/EUC support experience.
• Strong Windows troubleshooting and problem‑solving skills.
• Strong hands‑on experience with:
• Windows 10/11
• SCCM/MECM
• Active Directory
• Group Policy/GPO
• ServiceNow/ITSM
• Strong experience with software deployment, imaging and patch management.
• Experience handling L2 incidents, changes and escalations.
• Strong analytical and troubleshooting skills.
• Experience using monitoring and endpoint analytics tools.
• Good understanding of ITIL and service‑management practices.
• Strong written and verbal communication skills.

Automation & Scripting

• Hands‑on experience with PowerShell scripting.
• Ability to automate recurring desktop support and troubleshooting activities.
• Create scripts for:
• Troubleshooting
• Configuration validation
• Software and endpoint checks
• Identify manual processes that can be converted into automated workflows.

Nice‑to‑Have Skills

• Aternity
• Nexthink
• Windows Server
• Advanced SCCM/MECM administration
• Endpoint analytics
• ITIL certification
• Enterprise monitoring tools

Troubleshooting

• Systematic approach to identifying and resolving complex technical issues.
• Analyse logs, monitoring data and system information to identify root causes.
• Proactively identify recurring issues and recommend permanent solutions.

Automation

• Develop and validate PowerShell scripts.
• Automate repetitive support and health‑check activities.
• Improve operational efficiency through automation.

Support & Service Management

• Provide client‑focused L2 technical support.
• Handle incidents, requests, changes and escalations.
• Support 24x7 service operations.
• Follow ITIL and service‑management processes.
• Mentor junior engineers and promote best practices.

Stakeholder Management

• Act as a key point of contact for technical escalations.
• Maintain strong relationships with business and technology stakeholders.
• Represent the support team in governance and operational meetings.
• Communicate incidents, risks, trends and improvement initiatives clearly.
• Provide regular service reports and operational updates.
• Create and maintain SOPs, KB articles and op