Job Description
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Position: IT Desktop Support Engineer
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Location: On-Site in Sydney
3 days/week (Tuesday, Wednesday & Thursday) Schedule
n Backfill Support / Secondary Suppport - When the primary engineer is off, you will be called on-site to support with a 1 day prior notice at least.
n Job Purpose: The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
n Operation Roles and Responsibilities
n • Basic experience in IT industry
n • Good client management & communication skills
n • Good Understanding of ITIL concept & Service Now
n • Computer OS/Peripherals troubleshooting. Asset/Inventory Management
n • Ensure tickets are updated on time and adhere to required SLA.
n • Handling different PC operating systems (Windows 7, 10)
n • Handling end users' incidents and IMAC requests using Service NOW ticketing tool
n • Performing Hardware/Software installation (understanding of deployment tools like SCCM)
n • End-user support – Break fix & Service Requests
n • Desktop/ Laptop/Network Printers Management.
n • Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
n • Image Deployment using SCCM & Auto Pilot
n • VDI technologies Citrix Xendesktop, Azure cloud PC.




n • Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
n • User Data Management (OneDrive, Office 365)
n • Refresh of old asset from windows 7 to windows 10.
n • MTR Video conference support for meeting room and events.
n • Vendor coordination for hardware/spare replacement
n • Incident Management, service Request management, asset Management
n • Support Queue Management to avoid and SLA misses
n • Ability to work independently and in a team workplace.
n • Ability to communicate well with internal and external contacts.
n • Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
n • Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
n • Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
n • Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.
n • Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
n • Responsible for successful deployment and upgrades of laptops & workstations.
n • Ability to work independently and in a team environment.
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📌 It Desktop Support Engineer (Backfill/Secondary Support) (New South Wales)
🏢 SkySys
📍 New South Wales