Job Info

Location: SYDNEY, NSW

Salary: Not Specified

Job Type: Permanent position | Full time position

Job Description

The Opportunity The Service Desk Engineer is a specialised role, supporting our client’s managed technology and cyber security operations. The role provides specialist technical expertise, advanced incident resolution, service management, operational optimisation and structured knowledge transfer across critical customer and internal technology environments.

The role involves indepth understanding of delivery frameworks, technical support methodologies, escalation processes, knowledge management practices, security protocols and operational standards. The role is critical to maintaining service continuity, reducing operational risk and strengthening the capability of Australian-based personnel. Responsibilities

To provide specialist support for complex incidents affecting Microsoft 365, Windows desktop environments, identity and access services, endpoint management, remote support platforms and enterprise connectivity. Apply advanced troubleshooting and structured diagnostic methods to restore service, minimize disruption and identify issues requiring specialist escalation. Apply company-specific service delivery standards, ITIL-aligned incident and request processes, security protocols, documentation requirements and escalation pathways.

Strengthen operational readiness and service reliability through accurate triage, complete technical documentation, process improvement and knowledge article development. Transfer specialised technical and organisation-specific knowledge to Australian-based personnel through mentoring, practical guidance, documentation and hands-on capability development. Support secure-by-design managed technology services delivered to Australian customers operating in business-critical and security-sensitive environments.

Key Accountabilities:

- Restore client service by resolving incidents and service requests within documented L1 scope, applying sound technical judgement and effective troubleshooting to achieve timely outcomes.
- Own tickets end to end within L1 capability, ensuring issues are either resolved or escalated with complete technical and business context.
- Ensure every client interaction results in a clear understanding of what occurred, what action was taken, and what the next steps are.
- Contribute to consistent service performance by prioritising work appropriately, coordinating with peers, and supporting overall queue health.
- Deliver explicit, professional communication to clients across all channels,



translating technical issues into understandable language and setting realistic expectations.
- Achieve personal performance outcomes defined in Goals & Objectives plan, demonstrating consistent delivery against L1 standards.
- Execute incident and request handling in line with established ITIL-based service management processes to ensure consistent, predictable service delivery.
- Escalate issues in a structured and timely manner when they exceed L1 scope, ensuring downstream teams are enabled rather than burdened.
- Support service governance by ensuring data quality, classification accuracy, and adherence to agreed workflows.
- Apply existing knowledge articles as the default resolution approach and improve them when gaps, inaccuracies, or better methods are identified.
- Maintain compliance with documentation standards, security protocols, and audit requirements, ensuring all work is recorded accurately and accessibly.
- Participate in the CSI framework by identifying process improvements, documenting inefficiencies, and implementing approved solutions that reduce manual effort or enhance service quality.
- Build technical capability through structured learning, hands-on problem solving, and feedback from escalations, treating each complex issue as a development prospect.
- Progress technical, professional, or leadership capability in line with agreed career pathways and role expectations.

Essential Specialist Skills & Experience: Demonstrated specialist experience supporting complex managed services or cyber-focused technology environments where service continuity, security and accurate incident handling are critical. Advanced capability in diagnosing, triaging and resolving complex technical incidents across Microsoft 365, Windows desktop environments, Active Directory, endpoint management, remote support tooling and enterprise connectivity. Strong practical knowledge of ITIL-aligned incident, request, escalation and knowledge management processes, with the ability to improve service quality and reduce avoidable rework.

Detailed knowledge of the company’s service delivery frameworks, technical support methodologies, operational standards,



escalation pathways and security requirements, or directly comparable organisation-specific expertise that can be applied immediately. Proven ability to document complex technical matters clearly, develop and improve knowledge articles, and transfer specialist technical and operational knowledge to other team members. Ability to operate effectively in business-critical and security-sensitive customer environments, exercising sound judgement, maintaining confidentiality and complying with documentation, audit and security protocols.

Demonstrated capacity to contribute immediately with minimal onboarding, work independently within defined authority and escalate complex matters with complete technical and business context. Strong communication and stakeholder capability, including the ability to explain technical issues to non-technical users and mentor Australian-based personnel through practical, structured knowledge transfer. Skills & Qualifications:

- Proven experience (1-2 years minimum) in providing frontline technical support in IT environments, with demonstrated ability to troubleshoot common technical issues independently and communicate solutions clearly to non-technical users.
- Strong working knowledge of Windows 10/11 desktop environments, M365 core applications (Outlook, Teams, OneDrive, SharePoint), and basic networking concepts (TCP/IP, DNS, DHCP, connectivity troubleshooting).
- Familiarity with ITSM frameworks (preferably ITIL) and practical experience using ticketing systems (ServiceNow or equivalent) to manage incident lifecycles, document resolutions, and maintain service quality standards.
- Hands-on experience with remote support tools, Active Directory user administration (password resets, account unlocking, group membership), and basic endpoint management tasks.
- Demonstrated ability to learn new technologies quickly through self-directed study, hands-on experimentation, and practical application in real-world scenarios.
- Relevant certifications in foundational IT support (CompTIA A+ or equivalent) demonstrating technical competency across hardware, software, networking, and troubleshooting fundamentals.
- Preferred certifications or experience include Microsoft 365 Fundamentals (MS-900), ITIL 4 Foundation, CompTIA Network+, or demonstrable experience in managed services or MSP environments.

Salary: $85,000 to $95,000 (excluding superannuation) APPLY HERE: https://hire.xemplo.com/public/69b514fc-0b49-4663-8e38-be0777f9b67a/aa5552a7-cfe9-4788-8915-795c3621b0bf

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