EUC Support Engineer

2 weeks ago

Brisbane, Queensland, Australia Australian Retirement Trust Full time
About the Role

We are seeking a highly skilled EUC Support Engineer to join our Digital Workplace team at Australian Retirement Trust. As a key member of our IT team, you will be responsible for the administration and support of our Digital Workplace technologies within the End User Computing (EUC) domain.

Key Responsibilities
  • Support, maintain, and troubleshoot all EUC devices, virtual and physical, for the Australian Retirement Trust organisation.
  • Provide technical expertise and support to our Investment Team, Executive, and VIP users as a broadly skilled EUC Support Engineer.
  • Support a range of technologies, including Windows Desktop Environment & Hardware Support, iOS & Android Device Support, Microsoft Intune Operational Administration, Videoconferencing Support, and Microsoft Office 365 & Teams Support.
  • Manage the end-to-end accountability for timely response and resolution of IT issues impacting our customers, both internal and external.
  • Provide out-of-hours support, including being on the on-call roster.
  • Manage queues for EUC requests, tasks, incidents, and change requests via the Service Now tool.
  • Create and maintain team documentation related to the end user compute and support team.
  • Perform installation, configuration, and commissioning of hardware, operating system, software, and utilities.
  • Participate in project implementation of new IT solutions and upgrading existing solutions.
  • Perform system installs and maintenance tasks for Australian Retirement Trust relating to EUC.
  • Provide effective change management, capacity planning, incident management, risk management, and continuity planning using best practices in systems support and service delivery, experience with ITIL framework preferred.
About You

We are looking for a highly skilled and experienced EUC Support Engineer who can provide exceptional technical support and expertise to our team. The ideal candidate will have:

  • Proven ability to effectively plan, prioritize, and manage multiple and competing activities to deliver IT services to meet business expectations.
  • Strong analytical and problem-solving skills and the ability to maintain, support, and implement upgrades to our end-user systems.
  • Strong oral and written communication skills when leading major incident resolution, supporting root cause analysis of problem records with managed service providers and stakeholders at all levels.
  • Demonstrated expertise with configuration, support, and ongoing administration of collaboration and productivity applications, including Microsoft Teams, Microsoft Office 365, Adobe Creative Cloud, Microsoft Dynamics, Microsoft Flow, Microsoft Power BI, and Microsoft SharePoint.
  • Commitment to provide exceptional customer service with a strong focus on stable and reliable end-user experience.

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