Job Description

Service Desk Engineer - Modern Workplace

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Sydney | Permanent | Global Organisation

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Are you an experienced Service Desk / Desktop Support Engineer looking for your next opportunity in a modern, global IT environment?

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This is a fantastic opportunity to join a collaborative technology team where you'll provide high-quality, primarily 1st-level support (with some 2nd-level) to users across Australia, New Zealand, and Singapore.

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You'll be more than just a ticket resolver. You'll have the opportunity to work across Microsoft 365, Windows 11, Intune, endpoint technology, Teams Rooms, AV and workplace technology, while developing your skills within a structured ITIL service environment.

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What you'll be doing

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- Provide remote and onsite 1st and 2nd line IT support to end users globally
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- Manage and resolve incidents and service requests through the IT service management platform
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- Troubleshoot Windows 11 laptops, peripherals and workplace technology
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- Support Microsoft 365 applications including Outlook, Teams, OneDrive and SharePoint
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- Build, configure, deploy and maintain end-user devices using Intune/Jamf-aligned processes
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- Support Teams Meeting Rooms, AV, connectivity, display and audio issues
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- Perform controlled password and MFA resets, escalating more complex identity and security issues
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- Maintain high-quality ticket documentation and contribute to knowledge articles and SOPs
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- Work closely with the wider IT team to provide effective follow-the-sun global support
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What we're looking for

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We're looking for someone who combines strong technical troubleshooting skills with a genuine customer-first approach.

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You'll ideally have

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- Previous experience in Service Desk, Desktop Support, IT Support or End User Computing
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- Strong Windows 11 troubleshooting experience
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- Practical enterprise experience supporting Microsoft 365
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- Experience working with an ITSM/service desk ticketing platform
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- Excellent communication and customer service skills
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- Experience supporting meeting room or AV technology
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- The ability to work independently onsite while following established processes and escalation pathways
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Desirable experience

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It would be advantageous if you have experience with:

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- Microsoft Intune and Windows Autopilot
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- Apple devices and/or Jamf
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- Microsoft Teams Rooms
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- Knowledge bases, user guides and SOPs
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- ITIL Foundation, or a willingness to obtain certification
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- Microsoft MD-102 or equivalent practical endpoint management experience
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Why this opportunity?

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This role offers more than a traditional Service Desk position. It provides a genuine career pathway into Modern Workplace and Cloud Engineering for someone who wants to develop their technical skills.

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You'll gain exposure to Microsoft 365, endpoint management, Intune, workplace technology and global IT operations, while developing solid service management and technical foundations.

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The person we're looking for

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- Customer-focused, professional and approachable
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- Calm and methodical when solving problems
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- A practical, hands-on technical problem solver
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- Comfortable working independently and taking ownership
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- Someone who understands the importance of process, documentation and escalation
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- Keen to develop your career beyond traditional Service Desk support
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📌 Service Desk Engineer (New South Wales)
🏢 Reo Group
📍 New South Wales