Desktop Support Engineer

2 days ago

Richmond, Victoria, Australia Blackhawk Network Full time $90,000 - $120,000 per year

About Blackhawk Network:
Today, through BHN's single global platform, businesses of all kinds can tap into the world's largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN's network spans the globe with more than 400,000 consumer touchpoints. Learn more at

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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