Job Description

Job Summary

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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 robust hands‐on expertise in Windows troubleshooting, SCCM/MECM, Microsoft Intune, Active Directory, Group Policy, ServiceNow and PowerShell.

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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.

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Key Responsibilities

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- Provide L2/SME-level support for enterprise desktop and end‐user computing environments.
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- Troubleshoot complex Windows operating system, software and hardware issues.
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- Maintain the health and stability of end‐user machines across the enterprise.
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- Administer and support SCCM/MECM and Microsoft Intune environments.
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- Manage software deployment, patching, imaging, application installation and endpoint configuration.
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- Support Active Directory, Group Policy and other Windows services.
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- Provide incident and change support for Windows environments in a 24x7 service organization.
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- Monitor Windows systems using enterprise monitoring and endpoint analytics tools.
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- Use operational reports and health‐check data to identify trends, capacity issues and recurring problems.
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- Work with tools such as Aternity and Nexthink to analyse end‐user experience and device health.
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- Diagnose and resolve desktop, connectivity, application, hardware and peripheral issues.
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- Support workstation setup, connectivity validation and network‐related troubleshooting.
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- Coordinate upgrades, software deployments and maintenance activities with minimal business disruption.
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- Manage incidents, changes, escalations and technical blockers through ServiceNow/ITSM.
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- Act as a key technical point of contact for stakeholders and manage escalated issues.
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- Participate in stand‐up meetings and weekly governance meetings with stakeholders.
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- Prepare weekly and monthly operational reports and convert analysis into improvement initiatives.
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- Identify opportunities for automation and implement solutions that reduce manual effort.
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- Create and maintain SOPs, knowledge articles and technical documentation for deployment, imaging and patching.
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- Review and improve knowledge‐base content to maintain high knowledge‐management standards.
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- Identify recurring tasks suitable for PowerShell automation and develop scripts to reduce manual intervention.
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- Mentor junior L1/L1A/L1B engineers and share troubleshooting best practices.
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- Maintain accurate records of incidents, resolutions and support procedures.
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- Monitor key service and operational metrics and drive continuous improvement.
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Must‐Have Skills

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- 5–8 years of enterprise IT/Desktop/EUC support experience.
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- Strong Windows troubleshooting and problem‐solving skills.
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- Strong hands‐on experience with:
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- Windows 10/11
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- SCCM/MECM
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- Active Directory
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- Group Policy/GPO
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- ServiceNow/ITSM
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- Strong experience with software deployment, imaging and patch management.
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- Experience handling L2 incidents, changes and escalations.
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- Strong analytical and troubleshooting skills.
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- Experience using monitoring and endpoint analytics tools.
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- Good understanding of ITIL and service‐management practices.
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- Strong written and verbal communication skills.
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Automation & Scripting

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- Hands‐on experience with PowerShell scripting.
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- Ability to automate recurring desktop support and troubleshooting activities.
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- Create scripts for:
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- Troubleshooting
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- Configuration validation
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- Software and endpoint checks
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- Identify manual processes that can be converted into automated workflows.
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Nice‐to‐Have Skills

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- Aternity
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- Nexthink
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- Windows Server
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- Advanced SCCM/MECM administration
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- Endpoint analytics
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- ITIL certification
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- Enterprise monitoring tools
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Troubleshooting

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- Systematic approach to identifying and resolving complex technical issues.
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- Analyse logs, monitoring data and system information to identify root causes.
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- Proactively identify recurring issues and recommend permanent solutions.
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Automation

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- Develop and validate PowerShell scripts.
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- Automate repetitive support and health‐check activities.
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- Improve operational efficiency through automation.
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Support & Service Management

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- Provide client‐focused L2 technical support.
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- Handle incidents, requests, changes and escalations.
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- Support 24x7 service operations.
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- Follow ITIL and service‐management processes.
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- Mentor junior engineers and promote best practices.
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Stakeholder Management

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- Act as a key point of contact for technical escalations.
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- Maintain strong relationships with business and technology stakeholders.
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- Represent the support team in governance and operational meetings.
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- Communicate incidents, risks, trends and improvement initiatives clearly.
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- Provide regular service reports and operational updates.
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- Create and maintain SOPs, KB articles and op
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📌 Desktop Support Specialist SCCM (New South Wales)
🏢 Ampstek
📍 New South Wales