MS Engineer (L1): Desktop

Dimension Data Solutions Limited (Kenya); Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

NTT DATA is seeking an MS Engineer (L1) to deliver on-site and remote desktop support, manage end-user devices, and uphold service levels for clients. You will respond to incidents, image and deploy devices with Intune and Windows Autopilot, and maintain documentation.

Ideal candidates have strong troubleshooting, experience with SOEs, Windows 11/macOS, Microsoft 365, and ITIL basics. You will collaborate with vendors and internal teams to resolve issues and contribute to continual service

Qualifications

• Relevant IT or technical qualifications are highly regarded.
• Relevant industry certifications are desirable, such as Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
• Knowledge and understanding of ITIL practices, SLAs, incident management, service request management, and IT service management processes.

Responsibilities

• Provide high-quality, timely customer service and technical support to clients.
• Respond to, investigate, and resolve incidents and service requests escalated from the Service Desk.
• Build, image, configure, and deploy laptops and desktops using Microsoft Intune and Windows Autopilot.
• Support multiple Standard Operating Environments (SOEs), including desktop operating systems and applications.
• Diagnose and resolve hardware, software, and end-user device issues.
• Respond promptly to high-priority incidents and service requests in line with agreed service levels.
• Manage and coordinate the end-to-end technical resolution of incidents, either remotely or onsite.
• Liaise with vendors and third-party providers as required to facilitate timely issue resolution.
• Perform data and telephony cable patching as required.
• Adhere to and advocate NTT DATA and client IT standards, policies, and procedures.
• Communicate IT-related incidents, issues, and updates to relevant stakeholders in a clear and timely manner.
• Participate in technical projects, including implementation activities, technical assessments, issue tracking, and project support.
• Develop a sound understanding of the scope, delivery processes, and service commitments associated with NTT DATA services.
• Maintain a flexible and adaptable approach to support evolving technologies and client environments.

Skills

Desktop support

Intune

Autopilot

SOEs

Windows 11

macOS

Microsoft 365

VPN & remote access

Networking basics

customer service

problem solving

Education

Relevant IT qualifications

MD-102 endpoint administrator

ITIL practices knowledge

Tools

Microsoft Intune

Windows Autopilot

Microsoft 365 apps

IT service management systems

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

As an MS Engineer (L1): Desktop , you will provide onsite and remote desktop support to our clients, responding to and resolving incidents and service requests while delivering a high level of customer satisfaction. You will be responsible for maintaining, managing, and supporting end-user devices in line with client requirements and service agreements.

Main Duties / Key Accountabilities

• Provide high-quality, timely customer service and technical support to clients.
• Respond to, investigate, and resolve incidents and service requests escalated from the Service Desk.
• Build, image, configure, and deploy laptops and desktops using Microsoft Intune and Windows Autopilot .
• Support multiple Standard Operating Environments (SOEs), including desktop operating systems and applications.
• Diagnose and resolve hardware, software, and end-user device issues.
• Respond promptly to high-priority incidents and service requests in line with agreed service levels.
• Manage and coordinate the end-to-end technical resolution of incidents, either remotely or onsite.
• Liaise with vendors and third-party providers as required to facilitate timely issue resolution.
• Perform data and telephony cable patching as required.
• Escalate complex or unresolved issues to the appropriate technical teams or management.
• Proactively maintain and develop technical knowledge and professional skills, including developing and maintaining technical documentation.
• Adhere to and advocate NTT DATA and client IT standards, policies, and procedures.
• Communicate IT-related incidents, issues, and updates to relevant stakeholders in a clear and timely manner.
• Participate in technical projects, including implementation activities, technical assessments, issue tracking, and project support.
• Develop a sound understanding of the scope, delivery processes, and service commitments associated with NTT DATA services.
• Maintain a flexible and adaptable approach to support evolving technologies, client environments, and business requirements.

Skills

• Strong technical troubleshooting skills across desktop, endpoint, hardware, software, and application environments.
• Experience supporting multiple Standard Operating Environments (SOEs) .
• Strong working knowledge of Windows 11, macOS, and Microsoft 365 applications .
• Hands-on knowledge of Microsoft Intune , including device provisioning, application deployment, reporting, and endpoint management.
• Knowledge of Windows Autopilot for endpoint provisioning and deployment.
• LAN and network connectivity troubleshooting skills, including DHCP, TCP/IP, and general network connectivity .
• Hardware troubleshooting and laptop break/fix capability.
• Experience supporting VPN and remote-access solutions .
• Printer and peripheral support.
• Smartphone and mobile device support, including iOS and Android .
• Knowledge of desktop security practices, including malware/virus handling, spam, and security incident escalation.
• Experience with data and telephony cable patching.
• Strong customer service, interpersonal, coordination, and communication skills.
• Strong initiative, accountability, attention to detail, and problem-solving capability.
• Ability to work independently and collaboratively within a team in a fast-paced environment.
• Proactive and adaptable, with the ability to quickly learn new technologies and client environments.
• Strong relationship-building and collaboration skills, with a willingness to share knowledge and contribute to continuous improvement.

Qualifications

Relevant IT or technical qualifications are highly regarded.

Relevant industry certifications are desirable, such as Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) .

Knowledge and understanding of ITIL practices, SLAs, incident management, service request management, and IT service management processes .

Experience

• Minimum 3 years' experience in a desktop support, end-user computing, or similar technical support role .
• Demonstrated experience providing both onsite and remote technical support within a client-focused environment.
• Experience supporting and troubleshooting end-user devices, desktop operating systems, applications, and associated peripherals.
• Experience using Microsoft Intune and Windows Autopilot for endpoint deployment and management.
• Experience managing incidents and service requests within agreed SLAs and using IT service management/case management systems.
• Experience providing technical and application support across diverse client environments.
• Demonstrated experience working with internal technical teams, vendors, and other stakeholders to resolve incidents and service issues.
• Experience working indepen