IT Desktop Support Engineer

Job Description – IT Desktop Support Engineer (L1/L2)Job Title

IT Desktop Support Engineer (L1/L2)

Location

Brisbane, Queensland, Australia (Onsite)

Employment Type

Full-Time / Contract

Experience Required

3–5 Years

Job Summary

We are seeking a proactive and customer-focused IT Desktop Support Engineer (L1/L2) to provide onsite technical support for end users in an enterprise environment. The successful candidate will be responsible for troubleshooting hardware and software issues, supporting Microsoft technologies, managing endpoint devices, and ensuring excellent service delivery while meeting agreed service levels (SLAs).

Key Responsibilities

Provide Level 1 and Level 2 onsite technical support for desktops, laptops, printers, scanners, mobile devices, and peripherals.

Diagnose and resolve hardware, software, operating system, and application-related issues.

Install, configure, and maintain Windows 10 and Windows 11 operating systems.

Support Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, and OneDrive.

Perform user account administration using Active Directory and Microsoft Entra ID (Azure Active Directory).

Configure and troubleshoot desktop, laptop, printer, scanner, and mobile device issues.

Troubleshoot network connectivity issues including LAN, Wi-Fi, VPN, DNS, and DHCP.

Perform PC imaging, deployment, refresh, migration, and replacement activities.

Support Microsoft Intune, Windows Autopilot, and endpoint management solutions.

Install, configure, and troubleshoot enterprise business applications.

Manage IT assets, hardware inventory, and device lifecycle activities.

Support meeting room technologies, AV equipment, and video conferencing platforms such as Microsoft Teams Rooms.

Create and maintain technical documentation, asset records, and service tickets.

Escalate complex technical issues to Level 3 support or relevant infrastructure teams.

Coordinate with hardware vendors for warranty repairs and replacement activities.

Ensure compliance with organizational IT security policies and operational standards.

Required Technical Skills

Strong knowledge of Windows 10 and Windows 11.

Hands-on experience with Microsoft 365 and Office applications.

Experience with Active Directory and Microsoft Entra ID (Azure AD).

Knowledge of Microsoft Intune and Windows Autopilot.

Experience with SCCM/MECM for software deployment and operating system imaging.

Understanding of TCP/IP networking, LAN/WAN, DNS, DHCP, VPN, and Wi-Fi troubleshooting.

Experience supporting Dell, HP, Lenovo, and other enterprise desktop and laptop hardware.

Experience supporting printers, scanners, and multifunction devices.

Familiarity with ITSM tools such as ServiceNow, Jira, Remedy, or ManageEngine.

Basic PowerShell scripting knowledge is desirable.

Understanding of BitLocker encryption and endpoint security solutions is an advantage.

Required Qualifications

Bachelor's Degree or Diploma in Information Technology, Computer Science, or a related discipline.

3–5 years of experience in IT Desktop Support or End User Computing (EUC).

Microsoft certifications (MD-102, AZ-900), CompTIA A+, Network+, ITIL Foundation, or equivalent certifications are preferred.

Soft Skills

Excellent troubleshooting and analytical skills.

Strong verbal and written communication skills.

Outstanding customer service and interpersonal skills.

Ability to prioritize multiple support requests in a fast-paced environment.

Strong organizational and documentation skills.

Ability to work independently as well as collaboratively within a team.

Positive attitude with a proactive approach to problem-solving.

Preferred Experience

Enterprise IT desktop support environment.

Microsoft Intune and Windows Autopilot deployments.

Device encryption using BitLocker.

Multi-site or global IT support operations.

Executive/VIP user support.

Basic knowledge of Microsoft Azure and cloud technologies.

Experience with endpoint security and compliance solutions.

Work Schedule

Monday to Friday

Onsite – Brisbane, Queensland, Australia

What We Offer

Opportunity to work in a professional enterprise IT environment.

Exposure to modern Microsoft technologies and endpoint management solutions.

Collaborative team culture with career development opportunities.

Long-term engagement with a stable and growing organization.

Pay: $55,000.00 – $65,000.00 per year

Ability to commute/relocate:

Brisbane QLD: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

What is your Notice period if selected ?

What is your Current visa status and Nationality ?

Experience:

Desktop support: 4 years (Required)

Work Authorisation:

Australia (Required)

Location:

Brisbane QLD (Preferred)

Work Location: In person