Euc Desk-Side Support Eng

Net2Source Inc.; New Brunswick (NJ); On-site; AUD 90,000 - 110,000; Full time

Job summary

Net2Source Inc. is seeking an EUC Desk-side Support Engineer for a 1-year contract in Australia. You will deliver first-line end-user support for Windows laptops/desktops, manage Intune/Autopilot, AD, O365, and VPN, and collaborate with global teams.

The role emphasizes strong customer service, ITIL-aligned incident handling, and coordination with vendors. You will work from the client location in NSW, ensuring timely resolutions and stable end-user environments.

Qualifications

• Minimum 3 to 5 years of EUC Deskside Support experience.
• Hands-on experience with ITSM tools such as ServiceNow / BMC Remedy.
• Experience with Windows AD, Office 365, and modern endpoint management.

Responsibilities

• Provide deskside and remote end-user support for the customer location.
• Monitor queues, diagnose incidents, and ensure timely resolution per ITSM processes.
• Coordinate with vendors and internal teams for problem management.
• Maintain hardware/software setup, including laptops, printers, and remote access.
• Ensure SLA delivery and high level of customer service.

Skills

Customer service

Multitasking

Technical troubleshooting

English communication

ITIL knowledge

Tools

ServiceNow

BMC Remedy

Cherwell

ManageEngine

SummitAI

SCCM

Intune

Azure AD

Office 365

OneDrive

Job description

Net2Source Inc. is a Global Workforce Solutions Company, headquartered in New Brunswick, NJ with its local offices in Texas, California, Florida, Illinois, Colorado and Michigan and its global operations in Canada, UK, Europe, UAE, Malaysia, Australia, China, Singapore, and India. Net2Source offers a wide gamut of consulting solutions customized to specific client needs including but not limited to Application Development, Workforce Management and Project Consulting.

Role: EUC Desk-side Support Engineer

Contract – 1 year and rolling (contract/FTE)

Technical Skills - Microsoft Intune, Auto Pilot imaging of laptops, Azure Connect, Knowledge on Azure Virtual Desktop, Mac Book, Windows Laptop

Key Responsibilities:

General Support

• Ensure that a high level of customer service is consistently delivered
• Handle all IT queries made by Customer employees based in the customer location
• Local monitoring / management of the service IT delivers to the customer location

Incident / Problem Management

• Monitor ticket queues/ emails as per the Customer's ITSM process and work towards the timely resolution by interacting with the relevant teams/ third-party vendors
• Undertake initial diagnosis, categorization and prioritization of the incidents and service requests and perform first line resolution where applicable
• Escalate unresolved incidents/ issues/ emails to relevant resolver teams and 3rd party suppliers
• Track incidents and service requests through the available ITSM process and tools.
• Keep end users informed on the status and progress of incidents and requests until an agreed resolution is met.
• Identify problem trends and potential issues and escal

Hardware Support

• Provide required support for build, configure and software installation of laptops, desktops
• Install applications ensuring that the software is approved and licensed correctly by Customer
• Printer configuration and installation
• Hands on experience on Remote Infra and desktop support
• Deskside and Remote laptops/desktop management
• Good to have experience on - Windows Autopilot, Microsoft Intune
• Hands on experience with Active Directory (AD) and Access Management
• Support scheduled maintenance of local IT Infrastructure in coordination with the relevant teams/ 3rd party vendors
• Assist and provide required support with any third-party vendor coordination

Technical Specifications:

• Minimum 3 to 5 years of experience working as EUC (End User Computing) Deskside Support Engineer, DC operations coordination, Networking, Security, Service Desk support role.
• Hands on experience working on any of the ITSM tools like - Service Now, BMC Remedy, Cherwell, Manage Engine, Summit AI etc.
• Hands on experience with - Windows Active Directory, O365, creating EUC policies, Password Safe tool, Antivirus software's, Application packaging, patch management, migration of user data from File Server to OneDrive, Citrix VDI related issues
• IT Asset Inventory Management, Software and Hardware licensing management
• Microsoft Windows 7, Windows 8, Windows 10 desktops and laptops
• Microsoft Office 2010, 2013, 2016 productivity software
• Microsoft Active Directory, Exchange Server, and Windows Server
• Mobile phone devices (BlackBerry, iOS, Android)
• Windows VPN, Mac VPN Configuration and Administration
• Mac OSX installation and configuration as well as Office for Mac
• Various printers, scanners, fax services
• Basic User & Security Group Active Directory administration
• Good understanding of Desktop technologies and applications Office 365, SCCM, MS Teams and Intune
• Experience of assigning Exchange permissions, delegation and calendar sharing in Office 365
• Good understanding of networking principles
• Experienced in troubleshooting networked services such as WAN, LAN, WIFI.
• Good knowledge of industry best practices and methodologies such as ITIL V3/ V4

Person Specification:

• Highly motivated with excellent communication skills and able to integrate well at all levels
• A professional and flexible attitude while multi-tasking at an extremely fast pace.
• A strong Customer led, work ethic and the ability to work well under pressure
• Always maintain complete confidentiality and discretion
• Excellent English language skills, both written and verbal.
• Good to have if person knows some level of French, German (multilingual)
• Ability to promote IT services to the end customer
• Ability to anticipate and manage conflicts
• Seeks to understand and be supportive of change
• Acts swiftly and decisively
• Passionate about providing an exceptional service to customers and continually improving
• Manages rapidly changing priorities with a calm attitude and professional manner
• Shows dedication and commitment to ensure work is completed within timescales

Additional Skills:

• Answers phone promptly and professionally and ensures delivery of SLAs
• Generate ticket for request / issue raised via email / chat / phone / walk-in
• Communicate response time for dispatched tickets to the customers
• Take ownership and responsibility of an issues from start through to a successful resolution
• Ability to always provide end users with excellent customer service.
• Manage the entire service request process by adhering to SLA and ability to meet deadlines.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Identify and resolve customers' request, problem or incident using the relevant knowledge base documents and other technical resources
• Follow best practice ticket management processes, i.e., ensuring tickets owned are handled and updated daily and every effort is made to make service levels
• Ensure that end-user will experience a minimum number of call transfers and receive regular updates
• Efficient coordination is required with all resolution groups
• Monitor key performance indicator (KPI) & escalates to management where applicable.
• Escalates request to suppliers where applicable.
• Identifies recurring incidents and elevate them for problem management.
• Ability to react to change productively and handle another essential task as assigned.
• Ability to work with or without direct supervision
• Dealing with hardware and application support queries and issues reported to the support desk
• Experience in ITIL process & procedure (preference to ITIL certified person)

General knowledge of PC hardware and most common software; Keen to learn quickly new things