Senior Desktop Support Lead, Microsoft & VDI

Nexon Asia Pacific; Gold Coast City; Vor Ort; AUD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Great Place To Work

Flexible working

Competitive salary

Paid parental leave

Income protection

Corporate rewards

Salary packaging/Novated leasing

Employee stock purchase plans

Flu shots

Career development

Zusammenfassung

KBR is seeking a Senior Desktop Support Analyst to deliver advanced end-user support and technical leadership across Australia. This role combines hands-on technical work with mentoring and process improvements within Tier 2/3 support teams.

The successful candidate will manage complex desktop environments, MS 365, identity services, and VDI, while collaborating with infrastructure, security and business units. Based in Brisbane with regional responsibilities.

Qualifikationen

• 5+ years’ experience providing enterprise desktop support within a Microsoft environment.
• Experience providing Tier 2 and/or Tier 3 technical support across complex enterprise environments.
• Experience leading, mentoring or coordinating technical support teams.
• Advanced troubleshooting skills across Windows operating systems, Microsoft 365, endpoint devices, hardware and peripheral technologies.
• Experience supporting Apple Mac devices and macOS environments.
• Experience supporting enterprise printing environments, including network printers, print servers and print management solutions.
• Strong understanding of IT service management principles and enterprise support operations.
• Excellent customer service, stakeholder engagement, communication and problem-solving skills.
• Proven ability to manage competing priorities and deliver high-quality outcomes in a fast-paced environment.

Aufgaben

• Act as the senior escalation point for complex desktop, endpoint and end-user support issues, ensuring timely resolution within agreed service levels.
• Provide high-quality technical support to internal and external customers across a broad range of end-user technologies.
• Deploy, configure and support laptops, desktops, mobile devices, peripherals and enterprise workplace technologies.
• Troubleshoot and resolve hardware, software, operating system, Microsoft 365, Microsoft Teams and endpoint management issues.
• Support authentication and identity technologies, including Microsoft Entra ID, multifactor authentication (MFA), smart cards, digital certificates and single sign‑on (SSO).
• Provide support for virtual desktop infrastructure (VDI), remote access solutions, printing services, audiovisual systems and enterprise collaboration technologies.
• Perform advanced network and connectivity troubleshooting, working closely with infrastructure, network and cyber security teams to resolve complex issues.
• Lead workstation refresh programs, office relocations, technology deployments and end‑user migration activities.
• Provide technical leadership by mentoring team members, coordinating support activities and driving continuous improvement across desktop support operations.
• Develop and maintain technical documentation, knowledge articles, operational procedures and support standards.
• Monitor service performance, analyse support metrics and identify opportunities to improve service delivery and user experience.
• Participate in on‑call support, major incident response and executive/VIP support as required.

Kenntnisse

Enterprise desktop support

Tier 2/3 support

Leadership/Mentoring

Windows & Microsoft 365

Mac support

ITIL knowledge

Networking basics

Ausbildung

Bachelor's degree in IT/CS

Tools

Microsoft Entra ID

MFA

SSO

VDI

Office 365

Jobbeschreibung

KBR is seeking a Senior Desktop Support Analyst to deliver advanced end-user support and technical leadership across Australia. This role combines hands-on technical work with mentoring and process improvements within Tier 2/3 support teams.

The successful candidate will manage complex desktop environments, MS 365, identity services, and VDI, while collaborating with infrastructure, security and business units. Based in Brisbane with regional responsibilities.