Service Desk Engineer

EPG Payroll & HR Australia; Sydney; In loco; AUD 85.000 - 95.000; Tempo pieno

Descrizione del lavoro

EPG Payroll & HR Australia is seeking a Service Desk Engineer to support managed technology and cyber security operations for Australian customers. You will handle complex incidents across Microsoft 365, Windows desktops, and identity services, applying structured diagnostics to restore services with ITIL-aligned processes.

You will document resolutions, develop knowledge articles, and mentor Australian-based staff, contributing to service continuity and security in business-critical

Competenze

• 1–2 years minimum frontline technical support experience.
• Strong knowledge of Windows 10/11 and Microsoft 365 core apps.
• Familiarity with ITSM frameworks (ITIL) and ticketing systems such as ServiceNow.
• Hands-on experience with remote support tools and Active Directory administration.
• Ability to learn new technologies quickly through self‑directed study.
• Relevant certifications (CompTIA A+; MS-900; ITIL 4) demonstrate technical competency.
• Preferred certifications or MSP experience are a plus.

Mansioni

• Provide specialist support for complex incidents affecting Microsoft 365, Windows desktops, identity services, and endpoint management.
• Apply advanced troubleshooting and structured diagnostic methods to restore service.
• Follow ITIL-aligned incident and request processes and security protocols.
• Document resolutions and develop knowledge articles to improve service quality.
• Mentor Australian-based personnel and transfer knowledge.

Conoscenze

Frontline technical support

Windows 10/11

Microsoft 365 core apps

ITIL / ITSM

Remote support tooling

Active Directory administration

Formazione

CompTIA A+ certification

MS-900 Microsoft 365 Fundamentals

ITIL 4 Foundation

CompTIA Network+

Strumenti

ServiceNow

Ticketing systems

Descrizione del lavoro

The Service Desk Engineer is a specialised role, supporting our client’s managed technology and cyber security operations. The role provides specialist technical expertise, advanced incident resolution, service management, operational optimisation and structured knowledge transfer across critical customer and internal technology environments.

The role involves indepth understanding of delivery frameworks, technical support methodologies, escalation processes, knowledge management practices, security protocols and operational standards. The role is critical to maintaining service continuity, reducing operational risk and strengthening the capability of Australian-based personnel.

Responsibilities

To provide specialist support for complex incidents affecting Microsoft 365, Windows desktop environments, identity and access services, endpoint management, remote support platforms and enterprise connectivity.

Apply advanced troubleshooting and structured diagnostic methods to restore service, minimize disruption and identify issues requiring specialist escalation.

Apply company-specific service delivery standards, ITIL-aligned incident and request processes, security protocols, documentation requirements and escalation pathways.

Strengthen operational readiness and service reliability through accurate triage, complete technical documentation, process improvement and knowledge article development.

Transfer specialised technical and organisation-specific knowledge to Australian-based personnel through mentoring, practical guidance, documentation and hands-on capability development.

Support secure-by-design managed technology services delivered to Australian customers operating in business-critical and security-sensitive environments.

Key Accountabilities:

Operational Service Delivery

• Restore client service by resolving incidents and service requests within documented L1 scope, applying sound technical judgement and effective troubleshooting to achieve timely outcomes.
• Own tickets end to end within L1 capability, ensuring issues are either resolved or escalated with complete technical and business context.
• Ensure every client interaction results in a clear understanding of what occurred, what action was taken, and what the next steps are.
• Contribute to consistent service performance by prioritising work appropriately, coordinating with peers, and supporting overall queue health.
• Deliver clear, professional communication to clients across all channels, translating technical issues into understandable language and setting realistic expectations.
• Achieve personal performance outcomes defined in Goals & Objectives plan, demonstrating consistent delivery against L1 standards.

Process Adherence

• Execute incident and request handling in line with established ITIL-based service management processes to ensure consistent, predictable service delivery.
• Escalate issues in a structured and timely manner when they exceed L1 scope, ensuring downstream teams are enabled rather than burdened.
• Support service governance by ensuring data quality, classification accuracy, and adherence to agreed workflows.
• Apply existing knowledge articles as the default resolution approach and improve them when gaps, inaccuracies, or better methods are identified.
• Maintain compliance with documentation standards, security protocols, and audit requirements, ensuring all work is recorded accurately and accessibly.

Professional Development & Continuous Improvement

• Participate in the CSI framework by identifying process improvements, documenting inefficiencies, and implementing approved solutions that reduce manual effort or enhance service quality.
• Build technical capability through structured learning, hands-on problem solving, and feedback from escalations, treating each complex issue as a development opportunity.
• Progress technical, professional, or leadership capability in line with agreed career pathways and role expectations.

Demonstrated specialist experience supporting complex managed services or cyber-focused technology environments where service continuity, security and accurate incident handling are critical.

Advanced capability in diagnosing, triaging and resolving complex technical incidents across Microsoft 365, Windows desktop environments, Active Directory, endpoint management, remote support tooling and enterprise connectivity.

Strong practical knowledge of ITIL-aligned incident, request, escalation and knowledge management processes, with the ability to improve service quality and reduce avoidable rework.

Detailed knowledge of the company’s service delivery frameworks, technical support methodologies, operational standards, escalation pathways and security requirements, or directly comparable organisation-specific expertise that can be applied immediately.

Proven ability to document complex technical matters clearly, develop and improve knowledge articles, and transfer specialist technical and operational knowledge to other team members.

Ability to operate effectively in business-critical and security-sensitive customer environments, exercising sound judgement, maintaining confidentiality and complying with documentation, audit and security protocols.

Demonstrated capacity to contribute immediately with minimal onboarding, work independently within defined authority and escalating complex matters with complete technical and business context.

Strong communication and stakeholder capability, including the ability to explain technical issues to non-technical users and mentor Australian-based personnel through practical, structured knowledge transfer.

Skills & Qualifications:

• Proven experience (1-2 years minimum) in providing frontline technical support in IT environments, with demonstrated ability to troubleshoot common technical issues independently and communicate solutions clearly to non-technical users.
• Strong working knowledge of Windows 10/11 desktop environments, M365 core applications (Outlook, Teams, OneDrive, SharePoint), and basic networking concepts (TCP/IP, DNS, DHCP, connectivity troubleshooting).
• Familiarity with ITSM frameworks (preferably ITIL) and practical experience using ticketing systems (ServiceNow or equivalent) to manage incident lifecycles, document resolutions, and maintain service quality standards.
• Hands-on experience with remote support tools, Active Directory user administration (password resets, account unlocking, group membership), and basic endpoint management tasks.
• Demonstrated ability to learn new technologies quickly through self-directed study, hands-on experimentation, and practical application in real-world scenarios.
• Relevant certifications in foundational IT support (CompTIA A+ or equivalent) demonstrating technical competency across hardware, software, networking, and troubleshooting fundamentals.
• Preferred certifications or experience include Microsoft 365 Fundamentals (MS-900), ITIL 4 Foundation, CompTIA Network+, or demonstrable experience in managed services or MSP environments.

Personal Qualities Attributes

• Models our organisational values by demonstrating honesty in all interactions, taking genuine ownership of outcomes even when issues are challenging, and fostering a psychologically safe environment where asking questions is encouraged and learning from mistakes is normalised.
• Outstanding communication skills with the ability to translate complex technical concepts into clear, jargon-free language that clients understand, while documenting issues thoroughly so colleagues can follow the investigation path without needing to start from scratch.
• Strong client focus demonstrated through patience with frustrated or non-technical users, setting realistic expectations about resolution timelines, following through on commitments, and maintaining professionalism even during high-pressure situations.
• High level of personal accountability shown by taking complete ownership of tickets from initial contact through to resolution, admitting limitations when uncertain rather than guessing, and escalating with complete context rather than simply passing problems along.
• Capacity for independent work while knowing when to seek guidance, managing ticket queues effectively without constant oversight, and identifying improvement opportunities proactively rather than waiting to be told what needs fixing.
• Learning agility and growth mindset evidenced by asking clarifying questions when uncertain, actively seeking feedback on resolution approaches and incorporating it into future work, and using each escalation as a learning opportunity to expand technical capability.
• Strong collaboration and teamwork reflected in freely sharing knowledge with colleagues, accepting coaching from senior engineers with openness, contributing constructively to team problem-solving, and supporting team members during challenging periods or high-volume incidents.
• Sound judgement and integrity demonstrated through appropriate escalation decisions based on technical scope and client impact, protecting client information and maintaining confidentiality, and aligning decisions with organisational values and service commitments

Salary:

$85,000 to $95,000 (excluding superannuation)