Support Engineer

Emanate Technology; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Emanate Technology in Sydney is seeking a Resident Engineer to provide hands‑on IT support within data centre environments and coordinate with remote engineering teams. You will handle routine maintenance, smart‑hands tasks, and incident escalation following strict processes.

The role emphasizes safe, secure operations, documentation, and clear communication with the Service Desk, users and vendors to ensure reliable infrastructure performance.

Qualifications

• Experience in onsite IT support, infrastructure operations or a similar technical role.
• Working knowledge of Microsoft 365, virtual machines, Active Directory, device management, patching and common business applications.
• Practical understanding of data centre environments and familiarity with servers, storage, racks, cabling, switches or power checks.
• Ability to follow procedures, perform structured checks, document results and escape appropriately.
• Experience using ITSM/ticketing platforms and following incident, request, change and escalation processes.
• Strong customer service skills and clear communication, with the ability to explain technical issues simply.
• A safety‑conscious and security‑minded approach to working in critical environments.

Responsibilities

• Provide onsite user support across laptops, desktops, mobile devices, applications, printers and basic connectivity issues.
• Deliver smart‑hands assistance for networking teams, including switch and port checks, cable tracing, patching, labelling and collecting logs or photos.
• Perform initial checks on infrastructure alerts and equipment such as servers, storage, racks, power indicators and network devices, escalating faults as needed.
• Support remote engineering teams and vendors by following instructions, confirming work, reporting observations and documenting outcomes.
• Assist with planned data centre activities under approved change controls, including power‑related work, AV support and vendor coordination.
• Carry out routine maintenance, patching and firmware updates in line with change and vulnerability management processes.
• Support user account and access requests and maintain data centre devices through approved deployment, enrolment, patching and compliance processes.
• Maintain accurate records across assets, racks, cabling, ports and infrastructure, and contribute to knowledge articles and problem investigations.
• Update tickets with clear findings, actions and outcomes, keeping users and the Service Desk informed.

Education

IT certifications

Tools

ServiceNow

Jira Service Management

Job description

Resident Engineer – Data Centre
Permanent Opportunity
Sydney, NSW
Clearance: NV1 (Requires Australian Citizen)

About the Role

The Resident Engineer provides hands‑on technical support across onsite data centre environments, ensuring smooth operations and reliable assistance for both users and remote engineering teams. You will respond to work routed through the Service Desk, support employees onsite, and carry out approved infrastructure checks. The role also includes smart‑hands support for networking and infrastructure teams, following documented procedures, recording results, and escalating issues when required. You will contribute to planned activities, routine maintenance, and workplace support within a controlled and safety‑focused environment.

Key Responsibilities

• Provide onsite user support across laptops, desktops, mobile devices, applications, printers and basic connectivity issues.
• Deliver smart‑hands assistance for networking teams, including switch and port checks, cable tracing, patching, labelling and collecting logs or photos.
• Perform initial checks on infrastructure alerts and equipment such as servers, storage, racks, power indicators and network devices, escalating faults as needed.
• Support remote engineering teams and vendors by following instructions, confirming work, reporting observations and documenting outcomes.
• Assist with planned data centre activities under approved change controls, including power‑related work, AV support and vendor coordination.
• Carry out routine maintenance, patching and firmware updates in line with change and vulnerability management processes.
• Support user account and access requests and maintain data centre devices through approved deployment, enrolment, patching and compliance processes.
• Maintain accurate records across assets, racks, cabling, ports and infrastructure, and contribute to knowledge articles and problem investigations.
• Update tickets with clear findings, actions and outcomes, keeping users and the Service Desk informed.

What You Will Bring

• Experience in onsite IT support, infrastructure operations or a similar technical role.
• Working knowledge of Microsoft 365, virtual machines, Active Directory, device management, patching and common business applications.
• Practical understanding of data centre environments and familiarity with servers, storage, racks, cabling, switches or power checks.
• Ability to follow procedures, perform structured checks, document results and escape appropriately.
• Experience using ITSM/ticketing platforms and following incident, request, change and escalation processes.
• Strong customer service skills and clear communication, with the ability to explain technical issues simply.
• A safety‑conscious and security‑minded approach to working in critical environments.

Desirable

• Experience with infrastructure monitoring, vulnerability remediation, routine patching or firmware maintenance.
• Relevant IT, networking or data centre certifications.

We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.