Job Summary
We are looking for an experiencedL2 Desktop Support / EUC Engineerwith5–8 years of experiencein enterprise Windows environments.
The ideal candidate will have solid hands‐on expertise inWindows 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
ProvideL2/SME-level supportfor enterprise desktop and end‐user computing environments.
Troubleshoot complexWindows operating system, software and hardware issues.
Maintain the health and stability of end‐user machines across the enterprise.
Administer and supportSCCM/MECM and Microsoft Intuneenvironments.
Manage software deployment, patching, imaging, application installation and endpoint configuration.
SupportActive Directory, Group Policy and other Windows services.
Provide incident and change support for Windows environments in a24x7 service organization.
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 asAternity and Nexthinkto 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 throughServiceNow/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 maintainSOPs, knowledge articles and technical documentationfor deployment, imaging and patching.
Review and improve knowledge‐base content to maintain high knowledge‐management standards.
Identify recurring tasks suitable forPowerShell automationand 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.
Strong hands‐on experience with:
Windows *****
SCCM/MECM
Active Directory
Group Policy/GPO
ServiceNow/ITSM
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 ofITIL and service‐management practices.
Strong written and verbal communication skills.
Automation & Scripting
Hands‐on experience withPowerShell scripting.
Ability to automate recurring desktop support and troubleshooting activities.
Create scripts for:
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
Enterprise monitoring tools
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.
Create and maintainSOPs, KB articles and op
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📌 Desktop Support Specialist Sccm (New South Wales)
🏢 Ampstek
📍 New South Wales