Senior Digital Support Engineer — Complex IT Troubleshooter (Melbourne)

Service Stream; Melbourne; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Growth opportunities

Discounts

Paid leave

Culture of excellence

Job summary

Service Stream in Melbourne is seeking a Senior Digital Support Engineer to join a hands-on, technically focused team. The role blends Service Desk duties with deep End User Computing expertise across Microsoft 365, Intune and Windows 11, addressing complex user issues and elevating support.

Based primarily at Collins Street with occasional travel to Clayton, Epping and Ferntree Gully sites; 5 days on site and must be an Australian/New Zealand citizen.

Qualifications

• Bachelor’s degree in IT, Computer Science, or equivalent hands-on experience.
• 3+ years’ experience in IT support, End User Compute or Service Desk environments, with demonstrated Level 3 capability.

Responsibilities

• Own incidents and requests end to end via phone, email, ServiceNow and in person, keeping users informed at every step.
• Diagnose problems across endpoints, identity, connectivity and applications, using logs and diagnostic tools.
• Take Level 2 and 3 escalations and drive them to root cause and permanent fixes.
• Administer and troubleshoot Windows 11, macOS, iOS and Android devices, including Intune enrollment and compliance policies.
• Support and troubleshoot Microsoft 365 across Exchange Online, Teams, SharePoint and OneDrive; resolve Entra ID sign-in, MFA and conditional access issues.
• Provision, configure and rebuild devices for onboarding, offboarding and hardware refresh.
• Use scripting (PowerShell) to fix recurring problems and reduce repeat tickets.
• Write knowledge base articles and mentor engineers to improve fixes across the team.

Skills

Troubleshooting

Customer service

MS 365 administration

ITSM tools

Onsite work

Education

Bachelor’s degree in IT/CS

Tools

ServiceNow

Jira

PowerShell

Job description

Primary Location

VIC - Melbourne - 655 Collins St

Job Description Summary

Do you love the moment a stubborn problem finally gives? Service Stream is looking for a Senior Digital Support Engineer who genuinely enjoys troubleshooting — someone who takes on the complex user issues others get stuck on, digs until they find the real cause, and delivers great service the whole way through.

This is a hands-on technical role, not a step into management. It blends Service Desk responsibilities with deep End User Computing (EUC) expertise across Microsoft 365, Intune and Windows 11, and suits someone who has mastered frontline support and now wants consistently harder problems.

About the Role

Location: Primarily Collins Street, Melbourne. With occasional travel to our Clayton, Epping, Ferntree Gully sites.

Work type: Full time permanent.

Working requirements: 5 days on site and must be an Australian and New Zealand Citizen.

As a Senior Digital Support Engineer, you’ll be the escalation point for the technical issues the wider team can’t resolve. You’ll work across endpoints, identity, enterprise applications and connectivity, spanning Windows 11, macOS, iOS and Android devices, Microsoft 365, Entra ID and Intune, to keep our people across Australia productive and connected.

You’ll also make support better over time by finding permanent fixes rather than workarounds, automating repetitive tasks, strengthening knowledge base documentation, and lifting the technical capability of the engineers around you.

What You’ll Do

• Own incidents and requests end to end via phone, email, ServiceNow and in person, keeping users informed at every step
• Diagnose problems across endpoints, identity, connectivity and applications, using logs, event data and diagnostic tools to find the real cause rather than the symptom
• Take the complex Level 2 and Level 3 escalations others cannot resolve, and drive them through to root cause and permanent fix
• Administer and troubleshoot Windows 11, macOS, iOS and Android devices, including Intune enrolment, compliance policies, Autopilot provisioning and patching
• Support and troubleshoot Microsoft 365 across Exchange Online, Teams, SharePoint and OneDrive, and resolve Entra ID sign-in, MFA and conditional access issues
• Provision, configure and rebuild devices for employee onboarding, offboarding and hardware refresh
• Use scripting and automation, such as PowerShell, to fix recurring problems at the source and reduce repeat tickets
• Write clear knowledge base articles and mentor other engineers, so fixes stick and the whole team improves

What You’ll Bring

• Must be an Australian or New Zealand Citizen
• Must hold a full Australian drivers licence
• Bachelor’s degree in IT, Computer Science, or equivalent hands-on experience
• 3+ years’ experience in IT support, end User Compute or Service Desk environments, with demonstrated Level 3 capability
• A genuine love of troubleshooting: you are drawn to the messy, hard-to-reproduce problems and stay with them until they are solved
• Deep hands-on diagnostic skills across Windows 11, macOS and mobile platforms, covering endpoint performance, application faults, connectivity and device compliance
• Strong Microsoft 365 administration across Exchange Online, Teams, SharePoint and OneDrive, with working knowledge of Entra ID and Intune
• A real passion for customer service: you take ownership, keep people informed, and explain technical issues in plain language rather than jargon
• Familiarity with ITSM tools such as ServiceNow or Jira, and the ability to work onsite 5 days per week and participate in rostered phone coverage

Preferred Qualifications

• Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator (MD-102), or ITIL Foundation
• Scripting experience with PowerShell for automation and bulk administration
• Solid networking fundamentals, including TCP/IP, DNS, DHCP, VPN and Wi-Fi troubleshooting

About Us

Service Stream is an equal opportunity ASX-listed organisation that develops and operates Australia’s essential service networks across telecommunications, utilities, transport, defence and social infrastructure. Our work supports and connects communities across the nation.

Benefits of working with us

• Growth – Career development and internal mobility opportunities across our diverse business.
• Discounts – Access to hundreds of retail and service discounts including Woolworths, JB Hi-Fi, Airbnb and Bupa.
• Paid leave – Parental, cultural, community service, study, corporate volunteering and purchased leave options.
• Culture – A workplace that values diversity, inclusion and celebrates excellence.

How to apply

Please submit your interest using the Apply button, where you will be directed to create a profile on our system. We celebrate diversity at Service Stream and welcome applications from Aboriginal and/or Torres Strait Islander peoples, people with disability or neurodivergence, and those from LGBTIQA+, Veteran or other diverse groups.

Applications will not be accepted via email. If you require reasonable adjustments to the recruitment process, please email [e-mail].

Department

GBIS

How to Apply

If this sounds like you apply now to the Service Stream Recruitment Team via the online application button.