Service Desk Engineer — ITIL-Driven, Security-Savvy

EPG Payroll & HR Australia; Sydney; On-site; AUD 85,000 - 95,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Frontline technical support

Windows 10/11

Microsoft 365 core apps

ITIL / ITSM

Remote support tooling

Active Directory administration

Education

CompTIA A+ certification

MS-900 Microsoft 365 Fundamentals

ITIL 4 Foundation

CompTIA Network+

Tools

ServiceNow

Ticketing systems

Job description

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