Onsite Service Desk Engineer — End-User IT & Security

Davies Collison Cave Pty; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Davies Collison Cave is seeking an Service Desk Engineer to deliver hands-on Level 1/2 support from our Melbourne offices, rotating between Bourke Street and Collins Street locations. You will help users, manage incidents, and ensure secure, reliable IT services across Microsoft 365 and identity platforms.

The role emphasizes ownership, clear communication, and a proactive approach to problem resolution within a collaborative Technology team environment.

Qualifications

• Experience in a Service Desk or desktop support role.
• Proficient with Windows environments and Microsoft 365.
• Awareness of cybersecurity fundamentals (MFA, phishing, device compliance).
• Ability to own issues and see them through to resolution.
• Strong communication and collaborative mindset.

Responsibilities

• Provide deskside support across Bourke Street and Collins Street, including laptops, peripherals, printers, connectivity and common workplace technology.
• Support meeting rooms, Microsoft Teams room equipment and presentation technology to ensure meetings can run effectively.
• Manage incidents and service requests through Halo ITSM, maintaining accurate records, clear ownership and timely communication.
• Act as a user advocate by identifying recurring pain points, poor experiences or avoidable friction and working with the broader Technology team to improve services.
• Coordinate and complete technology onboarding and offboarding activities end-to-end.
• Perform day-to-day administration within Microsoft 365 and Entra ID / Azure AD within approved access and operating procedures.
• Prepare, deploy, maintain and recover laptops and associated end-user equipment.
• Apply security-first practices in all Service Desk activities, including secure identity handling, MFA, endpoint compliance and access management.
• Work closely with the Service Desk Manager, other Service Desk Engineers, Infrastructure and the wider Technology team.

Skills

Service Desk experience

End-user computing

Cyber security fundamentals

Customer-focused

Team collaboration

Tools

Halo ITSM

Microsoft 365

Entra ID / Azure AD

Job description

QANTM Intellectual Property Pty Ltd (QANTM) is the owner of leading Intellectual Property (IP) businesses operating in Australia, New Zealand, Singapore, Malaysia and Hong Kong under the following key brands Davies Collison Cave Group, FPA Patent Attorneys and Sortify. With approximately 400 employees across its businesses, the QANTM group of businesses have a strong track record in providing IP services to a broad range of Australian and international clients, ranging from start-up technology businesses to Fortune 500 multinationals, public research institutions and universities.

About The Role

The Service Desk Engineer is a hands-on, onsite Level 1 and Level 2 support role that is responsible for delivering a high-quality technology experience to QANTM people. The role is based at the QANTM/Davies Collison Cave, Bourke Street office and rotates to the FPA Collins Street office on scheduled days, ensuring reliable local support across both Melbourne locations.

This is a visible, people-focused role in a client-service environment. The Service Desk Engineer is expected to take ownership, communicate clearly, work collaboratively and provide the same high standard of white-glove support to every user. Where technology is affecting client delivery, the expectation is to respond with urgency, coordinate the right people and stay with the issue through to resolution.

Key Responsibilities

• Provide deskside support across Bourke Street and Collins Street, including laptops, peripherals, printers, connectivity and common workplace technology.
• Support meeting rooms, Microsoft Teams room equipment and presentation technology to ensure meetings can run effectively.
• Manage incidents and service requests through Halo ITSM, maintaining accurate records, clear ownership and timely communication.
• Act as a user advocate by identifying recurring pain points, poor experiences or avoidable friction and working with the broader Technology team to improve services.
• Coordinate and complete technology onboarding and offboarding activities end-to-end.
• Perform day-to-day administration within Microsoft 365 and Entra ID / Azure AD within approved access and operating procedures.
• Prepare, deploy, maintain and recover laptops and associated end-user equipment.
• Apply security-first practices in all Service Desk activities, including secure identity handling, MFA, endpoint compliance and access management.
• Work closely with the Service Desk Manager, other Service Desk Engineers, Infrastructure and the wider Technology team.
  
  

About You

• Practical experience in a Service Desk, desktop support or end-user computing role, with confidence handling Level 1 and Level 2 issues independently.
• Working knowledge of Windows end-user environments, laptops, Microsoft 365 and common workplace productivity tools.
• Sound awareness of cyber security fundamentals including MFA, phishing, device compliance, secure access and incident escalation.
• Approachable and genuinely enjoys helping people.
• Calm, responsive and professional when users are under pressure.
• Takes ownership and follows issues through rather than simply passing tickets on.
• Works well with others and values collaboration across the Technology team.
• Curious, technically minded and keen to learn.
• Communicates clearly with both technical and non-technical users.
  
  

Why Join Us?

You’ll join a supportive Technology Team where you’ll get exposure well beyond basic Service Desk work.

You’ll have the opportunity to learn from experienced Infrastructure, Applications, Security and Technology professionals while building your own capability across Microsoft cloud, endpoint management, cyber security and modern IT service management.

If you enjoy solving problems, helping people and want a role where you can actually make a difference to the way users experience technology, we’d like to hear from you.

We look forward to learning more about you.