Key Responsibilities

End‑User Device Support

- Provide desk‑side (L2) support for laptops, desktops, and peripherals running Windows 10 and Windows 11
- Perform break‑fix support for hardware and OS‑related issues
- Support device setup, refresh, replacement, and decommissioning (IMACD activities)
- Troubleshoot issues related to OS performance, login, connectivity, printing, and peripherals
- Coordinate with OEM vendors for hardware repairs and replacements when required

Incident & Service Request Handling

- Log, update, and resolve incidents and service requests using the enterprise ITSM tool (e.g., ServiceNow)
- Ensure tickets are updated with explicit resolution notes and closure confirmation
- Escalate unresolved issues to relevant resolver groups (EUC, Network, AV, or Vendor teams) following defined SLAs

Asset & Site Support

- Assist with asset management activities including inventory updates, tagging, and stock checks
- Support local IT activities such as device handovers, site moves, and workstation setups




- Act as hands‑and‑feet support for infrastructure or network teams when required

Operational & Governance Responsibilities

- Adhere to defined ITIL / service management processes
- Follow security, compliance, and access policies while handling end‑user devices
- Maintain documentation, SOPs, and site‑specific support knowledge
- Participate in on‑call or dispatch support as per business requirements

Required Skills & Experience

Technical Skills

- Strong hands‑on experience with Windows 10 and Windows 11 troubleshooting
- Experience supporting video conferencing and AV technologies
- Knowledge of end‑user hardware (laptops, desktops, monitors, docks, headsets)
- Basic understanding of networking concepts (LAN, Wi‑Fi, VPN)
- Familiarity with Active Directory, user profiles, and endpoint security tools
- Experience working with ITSM tools (ServiceNow preferred)

Work Location: In person

📌 IT Support Engineer (Brisbane)
🏢 Sybex
📍 Brisbane