Title

- Service Desk and Onsite Engineer

Location

- Sydney

Duration- Perm Role.

About The

Role

As part of the End User Services team, you will be the first point of contact for technical support, remote troubleshooting, triage, resolution and escalating issues when required. There are multiple positions available which involve either operating from Service Desk at North Ryde location or working onsite from customer site/s in NSW. This position reports to the Service Desk Manager. Scope of the Role

Customer Support & Ticket Handling -

Provide 1st and 2nd level technical support to customers, both remotely and onsite (including phone, email and live chat)

Log all interactions and tickets in ServiceNow with accurate categorisation and clear documentation

Take full ownership of tickets, ensuring timely updates, proactive communication and resolution in line with CBS procedures

Technical Troubleshooting -

Diagnose and resolve hardware, software, and application issues

Respond promptly to support tickets and log incidents and service requests in the relevant ITSM tool

Escalate complex issues to 3rd level support teams or external vendors when appropriate

Perform administrative tasks including Active Directory, O365/Exchange, application deployment, and SOE updates

Adhere to CBS Service Desk processes, SLAs, escalation pathways, and ticket quality standards

Knowledge, Documentation & Process Compliance -





Adhere to company Service Desk processes, SLAs, escalation pathways and ticket quality standards

Support continuous improvement by updating documentation, sharing insights and contributing to process enhancements

About You

This role requires a blend of strong customer service capability and solid technical foundations, with the confidence to operate in a fast‑paced managed services setting. Success in this position requires a genuine customer‑first mindset, a broad technical skill set and the ability to communicate clearly and professionally. You’ll need to be organised, detail‑oriented and proactive in your approach to problem‑solving.

Flexibility and adaptability are essential, as the role involves supporting customers both remotely from the Service Desk and onsite at their premises.

Key Skills and Experience include:

1+ year experience in a Service Desk or similar IT support role

3+ years’ experience in a customer support environment

Strong technical aptitude across Microsoft technologies as Windows 10/11, Office 365, Exchange troubleshooting, Azure fundamentals

Hardware support in CPUs, RAM, motherboards, monitors, peripherals, printer setup, and troubleshooting

Networking fundamentals, mobile device support, basic storage media troubleshooting, Intune endpoint management

Exposure to ChromeOS support and Google Admin Console (highly desired)

📌 Information Technology Support Specialist (Brisbane)
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