L2 Desktop Support Engineer – Windows / SCCM / Intune

Job Summary

We are looking for an experienced L2 Desktop Support / EUC Engineer with 5–8 years of experience in enterprise Windows environments. The ideal candidate will have strong hands-on expertise in Windows troubleshooting, SCCM/MECM, Microsoft Intune, Active Directory, Group Policy, ServiceNow and PowerShell.

The role will provide SME-level technical support for desktop and end-user computing services, ensuring end-user devices remain stable, secure and available while delivering a high-quality customer experience.

Key Responsibilities

Provide L2/SME-level support for enterprise desktop and end-user computing environments.

- Troubleshoot complex Windows operating system, software and hardware issues.
- Maintain the health and stability of end-user machines across the enterprise.
- Administer and support SCCM/MECM and Microsoft Intune environments.
- Manage software deployment, patching, imaging, application installation and endpoint configuration.
- Support Active Directory, Group Policy and other Windows services.
- Provide incident and change support for Windows environments in a 24x7 service organization.
- Support large-scale, multi-domain Windows environments across multiple hosted platforms.
- Monitor Windows systems using enterprise monitoring and endpoint analytics tools.
- Use operational reports and health-check data to identify trends, capacity issues and recurring problems.
- Work with tools such as Aternity and Nexthink to analyse end-user experience and device health.
- Diagnose and resolve desktop, connectivity, application, hardware and peripheral issues.
- Support workstation setup, connectivity validation and network-related troubleshooting.
- Coordinate upgrades, software deployments and maintenance activities with minimal business disruption.
- Manage incidents, changes, escalations and technical blockers through ServiceNow/ITSM.




- Act as a key technical point of contact for stakeholders and manage escalated issues.
- Participate in stand-up meetings and weekly governance meetings with stakeholders.
- Prepare weekly and monthly operational reports and convert analysis into improvement initiatives.
- Identify opportunities for automation and implement solutions that reduce manual effort.
- Create and maintain SOPs, knowledge articles and technical documentation for deployment, imaging and patching.
- Review and improve knowledge-base content to maintain high knowledge-management standards.
- Identify recurring tasks suitable for PowerShell automation and develop scripts to reduce manual intervention.
- Mentor junior L1/L1A/L1B engineers and share troubleshooting best practices.
- Maintain accurate records of incidents, resolutions and support procedures.
- Monitor key service and operational metrics and drive continuous improvement.

Must-Have Skills

5–8 years of enterprise IT/Desktop/EUC support experience.

- Strong Windows troubleshooting and problem-solving skills.
- Solid hands-on experience with:
- Windows 10/11
- SCCM/MECM
- Microsoft Intune
- Active Directory
- Group Policy/GPO
- ServiceNow/ITSM
- Experience supporting large-scale, multi-domain Windows environments.
- Strong experience with software deployment, imaging and patch management.
- Experience handling L2 incidents, changes and escalations.
- Strong analytical and troubleshooting skills.
- Experience using monitoring and endpoint analytics tools.




- Good understanding of ITIL and service-management practices.
- Strong written and verbal communication skills.

Automation & Scripting

Hands-on experience with PowerShell scripting.

- Ability to automate recurring desktop support and troubleshooting activities.
- Create scripts for:
- System health checks
- Log analysis
- Troubleshooting
- Configuration validation
- Software and endpoint checks
- Identify manual processes that can be converted into automated workflows.

Nice-to-Have Skills

Aternity

- Nexthink
- Windows Server
- Advanced SCCM/MECM administration
- Endpoint analytics
- ITIL certification
- Automation experience
- Network troubleshooting
- Enterprise monitoring tools
- Knowledge-management experience

Technical Competencies

Troubleshooting

Systematic approach to identifying and resolving complex technical issues.

- Analyse logs, monitoring data and system information to identify root causes.
- Proactively identify recurring issues and recommend permanent solutions.

Automation

Develop and validate PowerShell scripts.

- Automate repetitive support and health-check activities.
- Improve operational efficiency through automation.

Support & Service Management

Provide client-focused L2 technical support.

- Handle incidents, requests, changes and escalations.
- Support 24x7 service operations.
- Follow ITIL and service-management processes.
- Mentor junior engineers and promote best practices.

Stakeholder Management

Act as a key point of contact for technical escalations.

- Maintain strong relationships with business and technology stakeholders.
- Represent the support team in governance and operational meetings.
- Communicate incidents, risks, trends and improvement initiatives clearly.
- Provide regular service reports and operational updates.

Documentation & Continuous Improvement

- Create and maintain SOPs, KB articles and op

📌 Desktop Support Specialist SCCM (Sydney)
🏢 Ampstek
📍 Sydney