Senior Digital Support Engineer

About the role

Service Stream is looking for a Senior Digital Support Engineer based primarily in Fortitude Valley, Brisbane, with occasional travel to its Bango and Kingsgate sites. This is a full-time permanent, hands-on technical role that sits at the escalation point for complex user issues, blending Service Desk work with deep End User Computing expertise across Microsoft 365, Intune and Windows 11. It is not a step into management.

Key responsibilities

• Own incidents and requests end to end via phone, email, ServiceNow and in person, keeping users informed.
• Diagnose problems across endpoints, identity, connectivity and applications using logs, event data and diagnostic tools.
• Resolve Level 2 and Level 3 escalations, driving them to root cause and a permanent fix.
• Administer and troubleshoot Windows 11, macOS, iOS and Android devices, including Intune enrolment, compliance policies, Autopilot provisioning and patching.
• Support Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) and resolve Entra ID sign-in, MFA and conditional access issues.
• Provision, configure and rebuild devices for onboarding, offboarding and hardware refresh.
• Use PowerShell and other scripting and automation to fix recurring problems and reduce repeat tickets.
• Write knowledge base articles and mentor other engineers.

Required profile

• Australian or New Zealand citizen with a full Australian driver's licence.
• Bachelor's degree in IT, Computer Science or equivalent hands-on experience.
• 3+ years in IT support, End User Computing or Service Desk, with demonstrated Level 3 capability.
• Passion for troubleshooting and for customer service, able to explain technical issues plainly.
• Ability to work onsite 5 days per week and take part in rostered phone coverage.

Required skills

• Hands-on diagnostics across Windows 11, macOS and mobile platforms.
• Microsoft 365 administration and working knowledge of Entra ID and Intune.
• Familiarity with ITSM tools such as ServiceNow or Jira.
• Preferred: CompTIA A+, MD-102 or ITIL Foundation certifications, PowerShell scripting, and networking basics (TCP/IP, DNS, DHCP, VPN, Wi-Fi).

What we offer

• Career development and internal mobility.
• Retail and service discounts (Woolworths, JB Hi-Fi, Airbnb, Bupa).
• Paid leave options including parental, cultural, community service, study, corporate volunteering and purchased leave.

To apply, use the online application form on the Service Stream recruitment team page; applications are not accepted by email.