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
Strong verbal and written communication skills
Capability to support 24/7 operations in a healthcare or mission-critical setting
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