EUC Onsite Support Engineer

Zone IT Solutions; Adelaide; On-site; AUD 80,000 - 105,000; Full time

Job summary

Zone IT Solutions in Adelaide is seeking a highly skilled EUC Onsite Support Engineer to deliver end-user computing support at our local office. You will maintain desktops, laptops, mobile devices, printers, and conferencing systems while upholding a strong culture of customer service.

The role emphasizes incident resolution, account management via Active Directory and Microsoft 365, asset lifecycle duties, and collaboration with remote teams.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• 4–8 years of experience in EUC, desktop support, or onsite IT support.
• Strong hands-on troubleshooting with Windows 10/11, Microsoft Office 365, and desktop environments.
• Experience with Active Directory, SCCM/Intune, and ITSM platforms.

Responsibilities

• Provide first and second-level onsite support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot hardware, software, OS, apps, and connectivity issues.
• Install, configure, upgrade, image, and maintain IT equipment and software.
• Manage user accounts, passwords, permissions, and access via Active Directory and Microsoft 365/O365.
• Provide hands-on support for AV and conference room equipment, including setup and troubleshooting.
• Liaise with remote support teams, vendors, and third-party providers for escalations and replacements.
• Maintain accurate IT asset inventory and lifecycle management including procurement, imaging, deployment, and disposal.
• Support onboarding/offboarding by provisioning and recovering user devices.
• Log, document incidents and resolutions in the ITSM system.
• Follow IT policies, security procedures, and operational standards.
• Occasional after-hours support or travel to nearby offices/data centers as required.

Skills

Desktop support

Troubleshooting

Customer service

Communication

Independent work

Education

Bachelor's degree in Computer Science or Information Technology

Tools

Active Directory

Microsoft 365/O365

SCCM/Intune

BMC Helix ITSM

Job description

We are seeking a highly skilled and customer-focused EUC Onsite Support Engineer to provide comprehensive end-user computing support at our Adelaide office. The successful candidate will be responsible for ensuring the optimal operation of desktops, laptops, mobile devices, printers, conferencing systems, and other IT endpoints while delivering a high standard of customer service.

Key Responsibilities

• Provide first and second-level onsite support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve hardware, software, operating system, application, and connectivity issues.
• Install, configure, upgrade, image, and maintain IT equipment and software in line with company standards.
• Manage user accounts, password resets, permissions, and access rights using Active Directory and Microsoft 365/O365.
• Provide hands‑on support for AV and conference room equipment, including meeting room setup and troubleshooting.
• Liaise with remote support teams, vendors, and third‑party providers for escalations, repairs, and hardware replacements.
• Maintain accurate IT asset inventory and support the complete equipment lifecycle, including procurement, imaging, deployment, recovery, and disposal.
• Support employee onboarding and offboarding by preparing, configuring, issuing, and recovering user devices.
• Log, update, and document incidents, service requests, troubleshooting steps, and resolutions within the ITSM system.
• Follow IT policies, security procedures, and operational standards.
• Provide occasional after‑hours support, office support, or travel to nearby offices/data centres when required.

Required Skills & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• 4–8 years of experience in EUC, desktop support, or onsite IT support.
• Strong hands‑on troubleshooting experience with Windows 10/11, Microsoft Office 365, and desktop environments.
• Hands‑on experience with Active Directory, SCCM/Intune, and BMC Helix or a similar ITSM platform.
• Good understanding of networking fundamentals, including LAN/WAN, TCP/IP, DNS, DHCP, and VPN.
• Experience supporting hardware from vendors such as Dell, HP, and Lenovo.
• Experience with remote support tools and mobile device management (MDM).
• Strong knowledge of endpoint deployment, configuration, imaging, and lifecycle management.
• Ability to diagnose and resolve issues independently while maintaining a customer‑focused approach.

Preferred Qualifications

• Microsoft certifications, such as Microsoft 365 Modern Desktop Administrator Associate.
• Experience working within a multi‑site or global enterprise IT environment.
• Knowledge of IT asset management and equipment lifecycle processes.

Soft Skills

• Excellent customer service and communication skills.
• Strong troubleshooting, analytical, and problem‑solving abilities.
• Ability to prioritize and manage multiple tasks in a fast‑paced environment.
• Comfortable working independently as well as collaboratively with remote teams.
• Strong attention to detail and a proactive approach to resolving issues.
• Professional and customer‑focused approach when dealing with end users and stakeholders.

Working Conditions

• This is an onsite role in Adelaide during standard business hours.
• Occasional after‑hours support may be required.
• The role involves lifting and moving IT equipment as required.
• Occasional travel to nearby offices or data centres may be required.