Lead Technical Field Engineer - CoE(Centre of Excellence)

Unisys; Canberra; On-site; AUD 70,000 - 110,000; Full time

Job summary

Unisys in Canberra is seeking a Centre of Excellence Technical Support Specialist to deliver Level 2 ICT support in a large enterprise environment. The role focuses on remote diagnostics, incident management and coordinating escalation when needed.

This on-site position requires you to be at your designated work location for all rostered hours. You will troubleshoot Windows desktops and laptops, VPNs, printers and network services, using ServiceNow and other ITSM tools.

Qualifications

• Experience providing Level 2 ICT support within an enterprise environment.
• Strong Windows desktop and laptop troubleshooting capability.
• Experience diagnosing application, connectivity, VPN, printing and end-user device issues.
• Experience using remote support and diagnostic tools.

Responsibilities

• Provide Level 2 remote technical support for Incidents and Service Requests across a large enterprise ICT environment.
• Investigate, diagnose and resolve technical issues remotely wherever possible.
• Support end-user computing environments including desktops, laptops, applications, network connectivity, VPN, printers, peripherals and associated services.
• Use remote diagnostic and support tools to identify faults and implement appropriate resolutions.
• Take ownership of assigned tickets and maintain momentum through investigation, resolution and escalation.
• Manage multiple active tickets while maintaining quality, productivity and SLA requirements.

Skills

Level 2 ICT support

Windows desktop troubleshooting

VPN connectivity

Remote diagnostics tools

ServiceNow ITSM

Tools

ServiceNow

Job description

What success looks like in this role:

We are seeking motivated and technically capable Centre of Excellence (COE) Technical Support Specialist to join our national ICT team. The Centre of Excellence provides specialized Level 2 remote technical support, focusing on resolving incidents remotely, improving customer outcomes and reducing the need for on-site Field Engineering intervention. This role is suited to someone who enjoys troubleshooting, can think logically under pressure and knows how to take ownership of an issue from investigation through to resolution or appropriate escalation. This is an on-site role and cannot be performed from home due to the nature and security requirements of the environment. Candidates must be able to work from their designated work location for all rostered shifts.

Key Responsibilities

• Provide Level 2 remote technical support for Incidents and Service Requests across a large enterprise ICT environment.
• Investigate, diagnose and resolve technical issues remotely wherever possible.
• Support end-user computing environments including desktops, laptops, applications, network connectivity, VPN, printers, peripherals and associated services.
• Use remote diagnostic and support tools to identify faults and implement appropriate resolutions.
• Quickly determine whether an issue can be resolved remotely or requires Field Engineering or another specialist resolver group.
• Take ownership of assigned tickets and maintain momentum through investigation, resolution and escalation.
• Manage multiple active tickets while maintaining quality, productivity and SLA requirements.
• Maintain clear, accurate and technically meaningful ticket notes.
• Follow approved knowledge articles, troubleshooting procedures and technical documentation.
• Communicate clearly with customers throughout the lifecycle of their incident.
• Work closely with the Service Delivery Centre, Service Desk, Field Engineering and specialist resolver teams.
• Identify recurring faults, technical trends, process gaps and opportunities for improvement.
• Contribute technical knowledge and lessons learned to improve team capability and remote resolution outcomes.
• Support knowledge sharing and continuous improvement across the wider ICT support environment.
• Maintain a high degree of professionalism and customer service throughout all interactions.

Key Skills & Experience

• Strong experience providing Level 2 ICT support within an enterprise environment.
• Strong Windows desktop and laptop troubleshooting capability.
• Experience diagnosing application, connectivity, VPN, printing, peripheral and end-user device issues.
• Experience using remote support and diagnostic tools.
• Experience with ServiceNow or similar IT Service Management platforms.
• Strong analytical and structured problem-solving skills.
• Ability to investigate faults logically and efficiently rather than relying solely on scripted troubleshooting.
• Ability to determine when further remote troubleshooting will add value and when an issue should be escalated.
• Strong incident ownership and workload management.
• Ability to manage competing priorities while working within defined KPIs and SLAs.
• High-quality technical documentation and ticket management skills.
• Strong verbal and written communication skills.
• Strong customer service focus.
• Ability to work independently while contributing effectively within a national team.
• Willingness to share knowledge and assist other analysts.
• A proactive approach to learning and continuous improvement.

You will be successful in this role if you have:

• NV1 Security Clearance is must have for this role.
• On-site position, Applicants must be able to attend their designated work location for all rostered working hours.
• Time management.
• Motivated and enthusiastic.
• Previous experience in a Level 2 remote support, desktop support, End User Computing or technical service desk environment.
• Experience supporting large-scale enterprise or Australian Government ICT environments.
• Knowledge of ITIL-aligned Incident, Request and Problem Management practices.
• Experience identifying recurring technical issues and contributing to Problem Management activities.
• Experience developing or improving technical knowledge articles and troubleshooting documentation.
• Experience mentoring, coaching or providing technical assistance to other support staff.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

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