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 .

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.

Strong hands‑on experience with:

Windows 10/11

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.

Robust 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:

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 maintain

SOPs, KB articles and op

#J-18808-Ljbffr

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