Job Description
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Lead a local team of field engineers across Queensland
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Deliver on-site and remote technical support across St Vincent's facilities
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Coordinate site visits, rostering, leave, team training, workload allocation, and contingent workforce support
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Identify resource gaps and manage sourcing, onboarding, delivery, and offboarding of contingent workers
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Provide senior hands-on technical support for end-user devices, printers, mobile devices, telephony, and network or infrastructure issues
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Act as an escalation point and first responder for urgent and after-hours technical incidents
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Coordinate daily activities, priorities, timecards, on-call scheduling, and coverage
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Lead major incidents after hours through resolution or handover
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Mentor, coach, train, onboard, and conduct performance reviews for engineers and contingent staff
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Support desktop PCs, laptops, mobile devices, printers, telephony, A/V, and conferencing peripherals
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Deliver field activities involving networks, rack equipment, patching, UPS, cabling, and site escorts
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Provide remote hands support for infrastructure teams and third-party MSPs
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Maintain spare parts, replacement devices, and onsite tools
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Log, classify, progress, and follow up field incidents, problems, and changes
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Participate in equipment rollout and site setup projects
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Document solutions, share knowledge, and maintain asset and configuration data
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Monitor and report KPIs including resolution time, site satisfaction, and ticket backlog
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Liaise with clinical and corporate stakeholders, vendors, and MSPs
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Contribute to workflow, tool, asset utilisation, field service uplift, and service maturity improvements
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Act as Incident Management Lead during rostered periods and coordinate real-time incident response and stakeholder communication
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Respond to life-critical system disruptions with clinical awareness
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Participate in the national on-call roster and marquee events
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Requirements
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Minimum 5 years' experience in desktop, infrastructure, or field engineering support
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Demonstrated experience leading or coordinating site-based technical support teams
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Excellent troubleshooting skills across desktop, telephony, peripheral, and network hardware
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Customer support experience in a healthcare or mission-critical setting
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Experience supporting Windows devices, mobile platforms, and basic infrastructure tasks
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Ability to manage competing priorities and coordinate distributed teams
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Experience overseeing third-party vendors or contingent workers
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Robust verbal and written communication skills
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Capability to support 24/7 operations in a healthcare or mission-critical environment
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Certificate IV in Information Technology or equivalent hands-on experience
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Current Australian Driver's Licence required for travel to facilities
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ITIL v4 Foundation
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Desirable: Microsoft certifications or equivalent industry qualifications
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Desirable: Healthcare or aged care industry experience
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Desirable: Experience using ITSM platforms
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Desirable: Familiarity with ITIL-based support models and processes
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Desirable:



Experience participating in major incident response or after-hours technical support
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Desirable: Exposure to AV, nurse call, and network rack/cabling equipment
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Desirable: Relevant vendor certifications (e.g., CompTIA A+, MCSA, Microsoft 365 Fundamentals)
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Core Competencies
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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.
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Highest-signal resume keywords
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Technical Support Leadership
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Incident Management
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Windows Device Support
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Customer Support in Healthcare
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ITIL v4 Foundation
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ATS Optimization Keywords
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Hard Skills
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Desktop Support
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Infrastructure Support
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Network Troubleshooting
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Telephony Support
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Peripheral Support
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Field Engineering
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Incident Response
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Resource Management
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KPI Monitoring
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Configuration Management
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Soft Skills
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Strong Communication Skills
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Team Coordination
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Mentoring and Coaching
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Problem‐Solving
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Prioritization
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Certifications & Qualifications
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Certificate IV in Information Technology
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ITIL v4 Foundation
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CompTIA A+
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MCSA
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Microsoft 365 Fundamentals
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Industry Keywords
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Healthcare
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Mission-Critical Support
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Contingent Workforce Management
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Field Service Uplift
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Technical Support Teams
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Tools & Technologies
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ITSM Platforms
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AV Equipment
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Nurse Call Systems
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Network Rack Equipment
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Cabling Tools
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#J-*****-Ljbffr

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