Job Description

Location: Brisbane QLD 4000 Contract Type: B2B Duration: 1-Year & Extendable

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Job Overview

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We are looking for an experienced Desktop Support Engineer – L2 to provide hands-on onsite IT support to end users. The role will involve troubleshooting Windows 10/11 laptops and desktops, resolving hardware and software issues, supporting peripherals and AV/video conferencing equipment, managing ITSM tickets, and assisting with device deployments, replacements, asset management, and local IT activities.

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Work Eligibility & Contract Requirements

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- Candidates must have valid full-time work rights in Australia.
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- The position is offered under a B2B contractor arrangement.
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- Candidates must have a valid ABN (Australian Business Number) or be willing and eligible to obtain an ABN before commencing the engagement.
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- Candidates should be comfortable working as an independent B2B contractor and managing their own applicable tax and business obligations.
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End-User Support Level -2

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- Provide desk-side (L2) support for laptops, desktops, and peripherals running Windows 10 and Windows 11
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- Perform break-fix support for hardware and OS-related issues
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- Support device setup, refresh, replacement, and decommissioning (IMACD activities)
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- Troubleshoot issues related to OS performance, login, connectivity, printing, and peripherals
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- Coordinate with OEM vendors for hardware repairs and replacements when required
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Incident & Service Request Handling

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- Log, update, and resolve incidents and service requests using the enterprise ITSM tool (e.g., ServiceNow)
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- Ensure tickets are updated with explicit resolution notes and closure confirmation
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- Escalate unresolved issues to relevant resolver groups (EUC, Network, AV, or Vendor teams) following defined SLAs
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IT Asset Management

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- Assist with asset management activities including inventory updates, tagging, and stock checks
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- Support local IT activities such as device handovers, site moves, and workstation setups
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- Act as hands-and-feet support for infrastructure or network teams when required.
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Operational & Governance Responsbilities

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- Adhere to defined ITIL / service management processes
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- Follow security, compliance, and access policies while handling end-user devices
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- Maintain documentation, SOPs, and site-specific support knowledge
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- Participate in on-call or dispatch support as per business requirements
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Required Skills & Experience

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Technical Skills

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- Strong hands-on experience with Windows 10 and Windows 11 troubleshooting
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- Experience supporting video conferencing and AV technologies
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- Knowledge of end-user hardware (laptops, desktops, monitors, docks, headsets)
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- Basic understanding of networking concepts (LAN, Wi-Fi, VPN)
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📌 Desktop Support EngineerAdvance Global IT support (Queensland)
🏢 OpenTalent
📍 Queensland