Field Support Engineer

Asurion; Cumberland City Council; On-site; AUD 70,000 - 90,000; Full time

Job summary

Asurion seeks an IT Field Support Engineer 2 to deliver hands-on onsite IT support across Sydney and Melbourne, maintaining a reliable, secure and responsive environment for our Australian operations.

You'll handle desktop, network, identity and device management, contribute to infrastructure projects, hardware refreshes and process improvements, and collaborate with local, offshore and global IT teams to meet agreed timelines.

Qualifications

• Onsite IT support across Sydney and Melbourne with a hands-on approach.
• Experience with Microsoft 365, Intune, Entra ID/AAD and Windows 11.
• Strong network troubleshooting and endpoint management skills.
• Familiarity with ITIL processes and ticketing systems.
• Ability to collaborate with local, offshore and global IT teams.
• Proactive problem solving and thorough documentation.

Responsibilities

• Provide Level 1–2 desktop and device support for on-site users.
• Administer Microsoft 365 services and device enrollment with Intune.
• Troubleshoot LAN, Wi‑Fi, VPN and identity issues.
• Manage hardware deployment, provisioning and refresh activities.
• Lead small projects and contribute to infrastructure improvements.

Skills

Desktop & Infrastructure Support

Microsoft 365 & Entra ID/AAD

Windows 11 & Intune

Network troubleshooting

ITIL familiarity

Strong communication

Tools

PowerShell

Intune

Autopilot

Job description

The IT Field Support Engineer 2 provides hands‑on onsite technical and infrastructure support to help maintain a reliable, secure and responsive IT environment across our Australian operations.

As part of the End User Operations team, you will support day‑to‑day technology operations across Sydney and Melbourne, troubleshooting and resolving desktop, hardware, software, network, identity and connectivity issues while minimizing disruption to the business.

This role goes beyond traditional desktop support. You will also contribute to infrastructure and technology projects, hardware lifecycle and annual refresh activities, and process‑improvement initiatives. You will be expected to take ownership of technical issues and projects, working closely with local, offshore and global IT teams to deliver outcomes within agreed timelines.

What You’ll Be Doing

End User & Desktop Support

• Act as a key onsite IT contact for BAU incidents, service requests and technical issues, managing them through resolution or appropriate escalation.
• Provide Level 1 and Level 2 support for desktops, laptops, mobile devices, printers, meeting-room technology and other workplace equipment.
• Diagnose and resolve hardware, software, operating system, application, identity and connectivity issues.
• Support Windows 11 environments, including device provisioning, software installation, patching, BitLocker, user profiles, drivers and operating-system troubleshooting.
• Deliver new and replacement hardware within required business timelines while minimizing disruption to users and operations.

Microsoft & Endpoint Environment

• Administer and support Microsoft 365 technologies including Outlook, Exchange Online, Teams, SharePoint, OneDrive, shared mailboxes, licensing and user access.
• Support Microsoft Intune for device enrollment, application deployment, configuration profiles, compliance policies, endpoint security, Autopilot and device remediation.
• Administer and troubleshoot Microsoft Entra ID / Azure Active Directory, including users, groups, MFA, Conditional Access, Single Sign-On, device registration and authentication.
• Perform Active Directory administration including user and computer accounts, security groups, Organizational Units, password resets, account unlocks, Group Policy and domain authentication troubleshooting.

Infrastructure & Network Support

• Provide hands‑on support for local infrastructure including LAN, Wi-Fi, VPN, network connectivity, printers, communications rooms and other site-based technology.
• Troubleshoot network and connectivity issues and coordinate with network and infrastructure teams where further escalation or specialist support is required.
• Work closely with local, offshore, regional and global IT teams to resolve incidents and maintain service continuity.

Projects & Process Improvement

• Support desktop and infrastructure projects, site changes, application releases and other technology initiatives.
• Participate in annual hardware refresh activities, including planning, deployment and replacement of end‑user equipment.
• Identify opportunities to improve existing IT processes and take ownership of process‑improvement initiatives from planning through execution and completion.
• Coordinate project activities with business and technical stakeholders and ensure agreed deliverables are completed within required timelines.
• Support User Acceptance Testing, defect tracking, release validation, go‑live activities and post‑release support where required.

Incident & Operational Support

• Respond to incidents with a focus on restoring service quickly and minimizing disruption to Sydney and Melbourne operations.
• Coordinate Incident, Problem and Change Management activities with Service Desk, IT Operations, Level 2/3 teams, Security, Infrastructure and other global support teams.
• Participate in onsite and on‑call support arrangements.
• Provide overtime or weekend support when required for incidents, business‑critical activities or planned technology changes.

Asset, Security & Documentation

• Maintain IT asset registers, equipment inventory, procurement records and hardware lifecycle information.
• Coordinate with vendors for equipment and technology requirements where necessary.
• Maintain technical documentation, SOPs, troubleshooting guides, infrastructure records and IT knowledge repositories.
• Support cybersecurity and compliance requirements including endpoint compliance, access controls, encryption, patching and security incident escalation.

What We’re Looking For

Essential Experience & Skills

• Demonstrated hands‑on experience in Desktop Support, Infrastructure Support, Technical Support, IT Operations, End User Computing or a similar environment.
• Strong desktop troubleshooting and end‑user support capability.
• Practical experience troubleshooting network and infrastructure‑related issues.
• Experience supporting hardware deployment, provisioning, replacement or refresh activities.
• Strong hands‑on experience with Microsoft technologies such as Microsoft 365, Intune, Entra ID/Azure AD, Active Directory and Windows 11.
• Good understanding of networking concepts including TCP/IP, DNS, DHCP, LAN, Wi-Fi and VPN.
• Experience troubleshooting hardware, software, identity, application and connectivity issues.
• Knowledge of ITIL‑based Incident, Request, Problem and Change Management processes.
• Experience with IT service‑management or ticketing platforms such as ServiceNow or similar tools.
• Strong technical troubleshooting, analytical, documentation and customer‑service skills.
• Ability to communicate effectively with both technical and non‑technical stakeholders.
• Ability to work independently, manage competing priorities and collaborate effectively with local, offshore and global teams.

Highly Desirable

• Experience working within IT outsourcing, Managed Service Provider (MSP), consulting or similar technology environments.
• Demonstrated experience identifying and implementing process improvements.
• PowerShell, Microsoft Azure, automation or scripting knowledge.
• Experience with endpoint‑management and deployment tools such as Intune, JAMF or Autopilot.

What Success Looks Like

Within your first 6-12 months, you will be expected to:

• Help maintain stable day‑to‑day IT operations across Sydney and Melbourne with minimal business disruption.
• Resolve incidents and technical issues effectively and within required timelines.
• Successfully support hardware deployment and annual refresh activities.
• Contribute to desktop and infrastructure‑related projects.
• Identify and independently deliver a meaningful IT process‑improvement initiative.
• Build strong working relationships across local, offshore, network, infrastructure and broader IT teams.

Working Arrangement

This is a hands‑on, onsite role in Australia with an on‑call component. The successful candidate will need to be comfortable providing occasional overtime and weekend support where required for incidents, planned activities or other business‑critical technology requirements.

The role also involves working closely with offshore and broader regional/global IT teams.