Senior Desktop Support Engineer

Goodman; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Paid Parental Leave

Study assistance for postgraduate and 

Discretionary bonus scheme

Share scheme eligibility

Wellness program

Job summary

Goodman is seeking a Senior Desktop Support Engineer (Level 2 – Field & CoE) to deliver hands-on desktop and end-user support for the Australian business. You will work closely with Group IT to ensure secure, reliable services and act as the primary on-site escalation point for complex end-user issues.

Responsibilities include managing desktop hardware/software, AV systems, vendor coordination, and documentation. Occasional after-hours support for executives may be required.

Qualifications

• Proven experience in desktop support and field operations.
• Strong knowledge of Windows and MacOS environments.
• Hands-on experience with AV technology and office systems.
• Excellent troubleshooting and problem-solving skills.
• Ability to manage vendors and coordinate multi-site support.
• Strong communication and customer service skills.
• Professionalism and discretion when supporting executives.

Responsibilities

• Provide IT technical support to employees, including field operations.
• Provide advanced technical support for desktop hardware, software, and peripherals on-site.
• Resolve complex issues related to Windows/MacOS, peripherals, network connectivity, and collaboration tools; provide employee technology education.
• Install, configure, and maintain desktop software applications and operating systems.
• Support and maintain meeting room AV and office systems, coordinating with 3rd-party vendors as needed.
• Comply with and champion Goodman Cyber Security policies, standards and procedures.
• Collaborate with cross-functional teams to implement desktop and office solutions to enhance productivity.
• Manage user accounts, permissions, and access rights across systems.
• Monitor system performance, perform proactive maintenance and routine upgrades.
• Create and maintain technical documentation and knowledge base articles.
• Stay up-to-date with emerging technologies and best practices in desktop support.
• Participate in IT projects with minimal end-user disruption.
• Maintain tidiness of the IT Services Tech Hub and IT build room, ensuring safety.
• Provide professional and responsive support to senior leaders and executives, including occasional after-hours support.
• Provide support to Goodman executives including occasional after-hours.

Skills

Desktop support

Field operations

Windows

MacOS

AV technology

Office systems

Troubleshooting

Vendor management

Multi-site support

Communication

Customer service

Executive support

Job description

Senior Desktop Support Engineer

The Senior Desktop Support Engineer (Level 2 – Field &CoE)is responsible for delivering high-quality, hands-on desktop and end-user technology support to Goodman employees. This role operates in close partnership with Group IT and adopts enterprise standards, tools, and service management practices while translating them into effective, on-the-ground support for Group employees. The role works alongside the Australian business Senior Desktop Engineer. The position focuses on Level 2 desktop and field support, acting as the primary on-site escalation point for complex end-user issues, coordinating vendors whererequired, and ensuring technology services are delivered reliably, securely, and professionally.

Day-to-day:

• Provide ITtechnicalsupport to employees.This includes managing 3rd party vendors involved in delivering Field Operations support to the office.
• Provide advanced technical support and troubleshooting for desktop hardware, desktopsoftware, and peripherals on-site.
• Resolve complex technical issues related to desktop operating systems (WindowsandMacOS),peripherals,network connectivity, collaboration tools,and provide generalemployeetechnologyeducation.
• Install, configure, and maintaindesktop software applications and operating systems.
• Support and maintainmeeting room audio-visual technologyand office-related base-building systems,including collaboration with 3rdparty vendors to resolve ongoing issues.
• Comply withand championcompliance withGoodman Cyber Securitypolicies,standardsandprocedures.
• Collaborate with cross-functional teams to understand desktopand office technologysolutions, evaluate, recommend, and implement desktopand officehardware and software solutions to enhance user productivity and efficiency.
• Manage user accounts, permissions, and access rights across various systems, ensuring data security and compliance with company policies.
• Conduct system performance monitoring, proactive maintenance, and routine upgrades to ensure optimaldesktop performance and minimize downtime.
• Create and maintaincomprehensive technical documentation, including user guides, troubleshooting procedures, and knowledge base articles.
• Stay up-to-date with emerging technologies, industry trends, and best practices in desktop support to provide innovative solutions and improve existing processes.
• Participate in IT projects, such as system upgrades, migrations, and deployments, ensuring successful implementation and minimal disruption to end-users.
• Maintaintidiness ofthe IT Services Tech Hub andITbuild roomensuring safety and cleanliness at all times.
• Provide professional and responsive support to senior leaders and executives, including occasional support outside standard business hours.
• Provide support to Goodman executives includingoccasionalsupport outside of standard business hours.

Requirements:

• Proven experience in desktop support and field operations.
• Strong knowledge of Windows and MacOS environments.
• Hands-on experience with AV technology and office systems.
• Excellent troubleshooting and problem-solving skills.
• Ability to manage vendors and coordinate multi-site support.
• Strong communication and customer service skills.
• Professionalism and discretion when supporting executives.

Specific Areas of Knowledge

• Desktop operating systems: Windows and MacOS
• Desktop hardware and peripherals
• Network connectivity and troubleshooting
• Audio-visual technology for meeting rooms
• Office-related base-building systems
• Cyber Security policies, standards, and compliance
• Collaboration tools (e.g., Microsoft Teams, Zoom)
• User account management and access rights
• System performance monitoring and upgrades

The Benefits

At Goodman we know that our people are integral to our company success. That’s why we have implemented some fantastic benefits for all to experience, these include:

• Paid Parental Leave
• Study assistance for postgraduate and undergraduate courses
• Discretionary bonus scheme
• Eligibility to participate in Goodman’s share scheme
• Wellness program that focuses on the health and wellbeing, including exercise classes, meditation, yoga, social events, exclusive discounts, cooking classes, financial wellbeing seminars and more.

About Goodman

Goodman is a provider of essential infrastructure. We own, develop and manage high quality, sustainable logistics properties and data centres in major global cities, that are critical to the digital economy.

We’re a collaborative team with a shared vision to make the world a better place for our customers, our investors, our people, and the communities we operate in. We value innovation, integrity, determination, and sustainability, and our purpose is simple: to make space for greatness in everything we do.

Goodman encourages innovation at every level. We seek individuals who are eager to challenge conventional thinking, drive change, and develop new ideas that contribute to a sustainable and successful business. Your creativity and forward-thinking approach can make a tangible difference today and long into the future.