IT Support Engineer

TECEZE; City of Brisbane; On-site; AUD 60,000 - 78,000; Full time

Job summary

TECEZE in Brisbane is seeking an experienced L1/L2 onsite IT support professional to assist end users with desktops, laptops, printers and peripherals.

You will troubleshoot Windows OS, Microsoft 365, Active Directory, VPN and basic network issues, install and maintain hardware, manage incidents in ITIL/ITSM fashion, and coordinate with remote teams and vendors for swift resolutions.

Qualifications

• Experience in onsite L1/L2 IT support for end users.
• Troubleshoot Windows OS, M365, AD, VPN, and basic networks.
• Install, configure and maintain desktops, laptops and hardware.
• Handle incidents, troubleshooting and root-cause analysis.
• Perform user account and AD administration.
• IT asset management and device lifecycle activities.
• Coordinate with remote teams and external vendors.
• Maintain incident records and ITIL/ITSM processes.
• Provide onsite support during moves, installations and deployments.

Responsibilities

• Provide hands-on desktop/laptop support to end users onsite.
• Troubleshoot hardware, software and network issues in a timely manner.
• Assist with account provisioning and access management.
• Document issues and resolutions for knowledge base.

Skills

End User Support

Windows 10/11

Microsoft 365

Active Directory

Networking basics

VPN

ITSM / ServiceNow

Remote & Onsite Support

Communication skills

Tools

ServiceNow

Job description

• Provide L1/L2 onsite IT support for end users, desktops, laptops, printers, and peripherals.
• Troubleshoot Windows OS, Microsoft 365, Active Directory, VPN, and basic network issues.
• Install, configure, and maintain desktops, laptops, applications, and IT hardware.
• Handle hardware/software incidents, troubleshooting, and root-cause analysis.
• Perform user account, access, and basic AD administration.
• Support IT asset management, hardware inventory, and device lifecycle activities.
• Coordinate with remote infrastructure/network teams and external vendors for issue resolution.
• Maintain incident records, technical documentation, and follow ITIL/ITSM processes.
• Provide onsite support during moves, installations, upgrades, and technology deployments.

Key Skills:

• Field/Desktop/End User Support
• Windows 10/11
• Microsoft 365 / Office 365
• Active Directory
• Hardware & Software Troubleshooting
• Basic Networking – TCP/IP, DNS, DHCP, VPN
• ITSM / ServiceNow
• IT Asset Management
• Remote & Onsite Support
• Strong communication and customer-service skills