IT Support Engineer - Executive & Research Environments
Location(s): Brisbane AU (Onsite), UK(Remote), Milpitas CA(Onsite), Santa Clara CA(Onsite)
Work Arrangement: Onsite, five days per week
Support Workplace: Corporate IT, executive support, and university research laboratories
Position Overview
We are seeking a hands-on IT Support Engineer to provide onsite technical support across corporate offices and scientific research environments in Brisbane. This role combines advanced desktop troubleshooting, executive-level white-glove support, endpoint management, identity and access troubleshooting, and network connectivity diagnostics.
The ideal candidate has strong practical experience supporting both macOS and Windows environments, with particular proficiency in MacBook provisioning, configuration, and troubleshooting. They must be comfortable working independently as the primary local IT support resource, managing competing priorities, and delivering a professional, discreet, and responsive support experience to senior executives.
The role will support executives and corporate users at a CBD office, as well as Windows/Linux workstations connected to microscopes and other scientific equipment in a university laboratory. Occasional travel to additional Australian sites may be required to support executive visits and stakeholder engagements.
Key Responsibilities
1. Executive & White-Glove IT Support
Provide high-touch, professional IT support to senior executives, including C-suite leadership and visiting stakeholders.
Troubleshoot MacBooks, Windows devices, peripherals, docking stations, displays, conference room technology, and video conferencing equipment.
Respond quickly to time-sensitive issues,



including executive meetings and board presentations, prioritizing immediate restoration of functionality through effective workarounds when necessary.
Communicate technical issues clearly and confidently to nontechnical users while maintaining discretion and professionalism.
Anticipate executive technology needs and ensure devices, meeting rooms, and presentation equipment are ready before use.
Travel to designated Australian locations when required to provide direct support during executive visits and meetings.
2. MacOS & Windows Support
Provision, configure, deploy, and troubleshoot MacBooks and Windows endpoints in an environment with an approximately 50/50 device mix.
Diagnose operating system, application, hardware, performance, authentication, connectivity, and peripheral issues.
Investigate macOS performance problems using system monitoring and diagnostic utilities, logs, storage, and resource utilization.
Analyze Windows Event Viewer logs and use command-line utilities to investigate system, DNS, network, and authentication failures.
Support device onboarding, software installation, configuration, inventory tagging, and endpoint lifecycle activities.
3. Endpoint Management, Identity & Productivity




Support endpoint management and compliance policies across macOS and Windows using Microsoft Intune and applicable mobile device management (MDM) platforms.
Assist with device enrollment, configuration profiles, security policies, compliance remediation, and application deployment.
Troubleshoot identity and access issues involving Active Directory, DNS, and single sign-on (SSO) platforms such as Okta.
Support Microsoft 365 applications and services, including Outlook, SharePoint, OneDrive, and associated user access issues.
Work with Mac-specific management platforms and enterprise endpoint configuration tools.
4. Network & Infrastructure Troubleshooting
Troubleshoot DNS resolution, DHCP address assignment, IP configuration, domain authentication, wireless connectivity, and access to internal resources.
Use command-line tools and diagnostic utilities such as ipconfig, nslookup, tracert, ping, and equivalent macOS/Linux commands.
Diagnose scenarios in which devices can access public websites but cannot connect to internal services or resolve internal DNS records.
Investigate individual device connectivity failures, DHCP lease issues, IP conflicts, wireless configuration problems, and DHCP pool exhaustion.
Assist with L2/L3 support tickets involving desktop, endpoint, network, and infrastructure-related incidents.
Support remote system and network maintenance activities, including patching and configuration changes, in coordination with the relevant technical teams.
5. Research Laboratory & Scientific Systems Support
Set up, configure, and troubleshoot Windows and Linux workstations used in university laboratory environments.
Support computers connected to microscopes, scientific instruments, and specialized researc

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