Digital Support Engineer

Primary Location

NSW - Parramatta

Job Description Summary

Service Stream are looking for a new Digital Support Engineer to join our NSW team

About the Role

The Digital Support Engineer is a technical expert responsible for providing an exceptional level of IT support by combining both Service Desk and End User Computing (EUC) responsibilities. This role serves as the first point of contact for a wide range of technical issues while also handling escalations related to hardware, software, and digital workplace tools. The engineer will play a critical role in ensuring employee productivity by providing timely solutions and maintaining a high level of user satisfaction.

This role will involve travel to our different NSW offices (Parramatta, Wetherill Hill, Chatswood, Rockdale and Redfern), so a valid driver's license is required.

This will be a fixed-term 6-month role with the possibility to extend.

Key Responsibilities:

Service Desk & First-Level Support:

• Serve as the primary point of contact for all incoming IT support requests via phone, email, support tickets and in-person channels. This requires ability to be on roster as required.
• Log, prioritize, and manage support tickets, ensuring timely resolution and clear communication with end-users.
• Provide expert troubleshooting for a wide range of issues, from password resets and application access to network and hardware connectivity problems.

Level 2 End User Computing (EUC):

• Act as a technical escalation point for the service desk, providing advanced support for complex hardware and software issues.
• Administer and manage end-user devices, including desktops, laptops (Windows/macOS), and mobile devices (Apple & Android).
• Troubleshoot and resolve issues related to enterprise applications and digital workplace tools, such as Microsoft 365, Teams, and SharePoint.

Operational Excellence:

• Contribute to the creation and maintenance of a comprehensive knowledge base to empower both end-users and other support staff.
• Identify and recommend opportunities for process improvement and automation to enhance the efficiency of the support function.
• Assist in the onboarding and offboarding of employees by provisioning and de-provisioning hardware and access

About You:

• Bachelor's degree in information technology, Computer Science, or a related field; or equivalent professional experience.
• 3+ years of experience in an IT support or service desk role.
• Proven experience in troubleshooting hardware and software for both Windows and macOS environments.
• Hands-on experience with the administration of Microsoft 365 and its core applications.
• Strong problem-solving, analytical, and communication skills.
• Familiarity with IT Service Management (ITSM) principles and tools (e.g., ServiceNow, Jira).
• Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL Foundation.
• Experience with mobile device management (MDM) solutions.
• Basic understanding of network concepts (TCP/IP, DNS, DHCP).

About Us:

Service Stream is an equal opportunity ASX-listed business that develops and operates Australia's essential services networks across telecommunications, utilities, transport, defence, and social infrastructure industries. We keep communities connected.

Benefits of working with us include:

• Growth – We are growing and there are opportunities for your career development across our business units.
• Discounts - Access to hundreds of businesses such as Woolworths, Air BNB, The Iconic, JB HI-FI, Dan Murphys, Bupa Health Care, and Specsavers. We also offer access to novated leasing.
• Paid leave - Parental, cultural, community service, study, corporate volunteering and purchased leave available.
• Culture – We are dedicated to fostering a workplace environment that values diversity and inclusion, and we recognise and celebrate excellence throughout the year.

How to apply

Please submit your interest with the apply button where you will be directed to create a profile on our system. We celebrate diversity at Service Stream and would welcome applications from people who identify as Aboriginal and/or Torres Strait Islander, people with a disability or neurodivergence, and those from LGBTIQA+, Veteran or other diverse groups.

If you require any reasonable adjustments to the recruitment process so your application can be submitted to our system and considered for this role, please email

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Department

GBIS

How to Apply

If this sounds like you apply now to the Service Stream Recruitment Team via the online application button.