- Lead a local team of field engineers across Queensland
- Deliver on-site and remote technical support across St Vincent’s facilities
- Coordinate site visits, rostering, leave, team training, workload allocation, and contingent workforce support
- Identify resource gaps and manage sourcing, onboarding, delivery, and offboarding of contingent workers
- Provide senior hands-on technical support for end-user devices, printers, mobile devices, telephony, and network or infrastructure issues
- Act as an escalation point and first responder for urgent and after-hours technical incidents
- Coordinate daily activities, priorities, timecards, on-call scheduling, and coverage
- Lead major incidents after hours through resolution or handover
- Mentor, coach, train, onboard, and conduct performance reviews for engineers and contingent staff
- Support desktop PCs, laptops, mobile devices, printers, telephony, A/V, and conferencing peripherals
- Deliver field activities involving networks, rack equipment, patching, UPS, cabling, and site escorts
- Provide remote hands support for infrastructure teams and third-party MSPs
- Maintain spare parts, replacement devices, and onsite tools
- Log, classify, progress, and follow up field incidents, problems, and changes
- Participate in equipment rollout and site setup projects
- Document solutions, share knowledge, and maintain asset and configuration data
- Monitor and report KPIs including resolution time, site satisfaction, and ticket backlog
- Liaise with clinical and corporate stakeholders, vendors, and MSPs
- Contribute to workflow, tool, asset utilisation, field service uplift, and service maturity improvements




- Act as Incident Management Lead during rostered periods and coordinate real-time incident response and stakeholder communication
- Respond to life-critical system disruptions with clinical awareness
- Participate in the national on-call roster and marquee events

Requirements

- Minimum 5 years’ experience in desktop, infrastructure, or field engineering support
- Demonstrated experience leading or coordinating site-based technical support teams
- Excellent troubleshooting skills across desktop, telephony, peripheral, and network hardware
- Customer support experience in a healthcare or mission-critical setting
- Experience supporting Windows devices, mobile platforms, and basic infrastructure tasks
- Ability to manage competing priorities and coordinate distributed teams
- Experience overseeing third-party vendors or contingent workers
- Robust verbal and written communication skills
- Capability to support 24/7 operations in a healthcare or mission-critical environment
- Certificate IV in Information Technology or equivalent hands-on experience
- Current Australian Driver’s Licence required for travel to facilities
- ITIL v4 Foundation
- Desirable: Microsoft certifications or equivalent industry qualifications
- Desirable: Healthcare or aged care industry experience
- Desirable: Experience using ITSM platforms
- Desirable:



Familiarity with ITIL-based support models and processes
- Desirable: Experience participating in major incident response or after-hours technical support
- Desirable: Exposure to AV, nurse call, and network rack/cabling equipment
- Desirable: Relevant vendor certifications (e.g., CompTIA A+, MCSA, Microsoft 365 Fundamentals)

Core Competencies

Demonstrates extensive experience in leading technical support teams, providing hands-on support for desktop and infrastructure issues, and managing incident response in healthcare environments. Proficient in coordinating resources, mentoring staff, and ensuring operational excellence in mission‑critical settings.

Highest-signal resume keywords

- Technical Support Leadership
- Incident Management
- Windows Device Support
- Customer Support in Healthcare
- ITIL v4 Foundation

ATS Optimization Keywords

Hard Skills

- Desktop Support
- Infrastructure Support
- Network Troubleshooting
- Telephony Support
- Peripheral Support
- Field Engineering
- Incident Response
- Resource Management
- KPI Monitoring
- Configuration Management

Soft Skills

- Strong Communication Skills
- Team Coordination
- Mentoring and Coaching
- Problem‑Solving
- Prioritization

Certifications & Qualifications

- Certificate IV in Information Technology
- ITIL v4 Foundation
- CompTIA A+
- MCSA
- Microsoft 365 Fundamentals

Industry Keywords

- Healthcare
- Mission-Critical Support
- Contingent Workforce Management
- Field Service Uplift
- Technical Support Teams

Tools & Technologies

- ITSM Platforms
- AV Equipment
- Nurse Call Systems
- Network Rack Equipment
- Cabling Tools

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📌 Field Engineers Team Leader (Brisbane)
🏢 Jobtailor
📍 Brisbane