Based in our Sydney office, the Help Desk Engineer is the crucial first point of contact for all IT queries. Under the direction of the IT Department, this role delivers exceptional end-user support and systems administration to ensure the seamless daily operation of Bates Smart offices.

Location: Sydney

Team: IT

Reports to: National IT Manager & Practice Manager

Direct reports: Sydney IT Team Lead

Last updated: August 2026

The Environment

Bates Smart operates in a highly team-oriented, design-led environment. You will be supporting talented architects and interior designers who rely on high-performance technology to deliver premium projects. We value IT professionals who are adaptable, appreciate a creative workplace, and can deliver a polished, white-glove support experience.

National Responsibilities

- End-User Support: Provide primary Help Desk, desktop, and hardware support to all Bates Smart staff, ensuring high reliability for all business software.
- Cloud & Identity Management: Administer and support Microsoft 365, Entra ID (Azure AD), and user account provisioning.
- Infrastructure: Provide support for Windows Server and Azure infrastructure.
- Deployment & SOE: Maintain the business SOE (Standard Operating Environment). Install, package, and deploy approved software using Microsoft Intune / Endpoint Manager.
- Connectivity: Support and troubleshoot network connectivity, Wi-Fi, and remote access systems (e.g., FortiClient EMS).
- Documentation: Maintain and continuously update internal IT solution documentation and knowledge bases.
- Project Delivery: Assist the IT department with the rollout of various national IT projects.
- Collaboration: Assist with Microsoft SharePoint administration and access management.

Local Responsibilities




- AV & Conferencing: Provide hands-on support for Meeting Room AV, projectors, and Video Conferencing (Teams Rooms).
- Asset Management: Manage local IT equipment bookings, desk setups, and maintain accurate asset registers for laptops and peripherals.
- Lifecycle Management: Ensure smooth, professional onboarding and offboarding processes for all local staff.
- Ability to safely lift and move standard IT equipment (e.g., PCs, monitors, and meeting room peripherals) for desk setups and office relocations.

Backup Responsibilities
- Provide occasional after-hours support for scheduled vendor maintenance, critical system updates, or emergency outages.
- Manage physical desk moves and workstation setups.
- Process PC leasing returns and handle hardware lifecycle management.

Essential Skills and Experience
- Diploma or equivalent practical experience in IT.
- Relevant modern certifications (e.g., Microsoft Certified: Modern Desktop Administrator, Azure Administrator Associate, or equivalent).
- 1-2 years of Help Desk or Desktop Support experience in a similarly sized business.
- Strong working knowledge of modern workstation hardware and application support (Windows 11).
- Hands-on experience with Microsoft 365 and Entra ID administration.
- Exposure to cloud-based environments (IaaS, SaaS, PaaS).
- Working knowledge of Windows Server, Active Directory,



and Group Policy.
- Working knowledge of modern software deployment and mobile device management (Intune).
- Exceptional communication and customer relationship skills, with a proven ability to translate technical issues into plain English for non-technical staff.

Desirable Skills and Experience
- Working knowledge of LAN and WAN environments (TCP/IP, firewalls, routers, and switches).
- Working knowledge of virtualized environments (VMWare / Nutanix).
- Familiarity with industry-specific software (AutoCAD, Revit) and managing enterprise Adobe Creative Cloud deployments.
- Proficiency in PowerShell scripting for task automation.
- Prior experience working in an architecture, engineering, or design practice is highly advantageous.

Key Performance Indicators
- Resolution Targets: Effectively prioritises support tickets to achieve timely resolutions, meeting established SLA targets (e.g., 90% of standard tickets resolved within 24 hours).
- First Contact Resolution: Strives to resolve Tier 1 desktop support issues upon the first interaction.
- Proactive Support: Works proactively to identify root causes and prevent recurring problems, improving the overall user experience.
- Compliance: Highly accurate and timely in following defined IT policies, procedures, and deployment workflows.
- Customer Service: Maintains a friendly, diplomatic, and approachable manner when dealing with all staff.
- Standardisation: Promotes consistency in IT delivery and technical standards across all studios.

Bates Smart Essential Cultural-Fit Characteristics
- Organised & reliable
- Team-focused
- Resourceful
- Motivated
- Client-focused
- Flexible
- Trustworthy
- Diplomatic

📌 Help Desk Engineer (Sydney)
🏢 Bates Smart
📍 Sydney