Desktop Support Engineer

3 days ago

City of Melbourne, Australia FyrFly Venture Partners Full time

Desktop Support Engineer

Overview

The Service Desk Support Technician is responsible for providing first and second-level technical support to end-users across Blackhawk Network with onsite support for the Melbourne/Sydney Australia site. This role ensures timely resolution of incidents, service requests, and inquiries while maintaining a high level of customer satisfaction. The ideal candidate will have hands-on experience with enterprise management tools, device provisioning, and account administration in a hybrid Windows and macOS environment.

Responsibilities

- Serve as the first point of contact for end-user support via phone, chat, email, and ServiceNow.

- Troubleshoot, diagnose, and resolve hardware, software, and network issues for Windows, macOS, and mobile devices.

- Manage and support endpoint devices using JAMF (macOS/iOS), SCCM, and Intune for application deployment, patching, compliance, and security.

- Perform user and group administration in Active Directory, including account creation, access provisioning, and permission management.

- Track, document, and resolve incidents and service requests in ServiceNow, ensuring SLAs maintained.

- Assist with imaging, configuration, deployment, and maintenance of end-user devices.

- Support collaboration tools, such as Microsoft 365, Teams, One Drive, and SharePoint.

- Participate in routine system health checks, patching cycles, and endpoint security monitoring.

- Escalate complex issues to senior support or engineering teams as needed, providing detailed troubleshooting steps and documentation.

- Contribute to knowledge base articles and documentation to improve self-service and team efficiency.

- Basic understanding of video conferencing including Teams and Zoom

- Familiarity with asset management using ServiceNow or similar management tools.

Qualifications

- Proven experience in a technical support or service desk role.

- Working knowledge of:

- JAMF for macOS/iOS device management.

- SCCM and Intune for Windows and mobile device management.

- Active Directory (user, group, and permission management).

- ServiceNow (incident and request management).

- Strong troubleshooting skills across hardware, software, and network issues.

- Experience supporting Microsoft 365 applications and services.

- Familiarity with security and compliance standards for endpoint management.

- Excellent customer service and communication skills, with the ability to explain technical concepts in non-technical terms.

- Strong organizational and multitasking abilities in a fast-paced environment.

- Proven track record of working independently as well as in a team environment.

- Preferred - Industry certifications such as CompTIA A+, Microsoft 365 Certified, or JAMF Certified Tech.

- Preferred - Experience in a hybrid environment supporting both Windows and macOS users.

- Preferred - Prior experience with ITIL-based service management practices.

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