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