IT Support Engineer – Desk Side Support (Sydney)

About the role

We are looking for an IT Support Engineer to join our Sydney office on a full‑time contract basis. The role focuses on desk‑side and field support for enterprise users, delivering on‑site assistance for a wide range of hardware and software technologies.

Key responsibilities

• Provide on‑site technical support for desktops, laptops, wireless devices, printers, VoIP telephony and peripheral equipment.
• Configure, test and deploy new technology, install software and maintain documentation.
• Receive and respond to calls, emails, walk‑ups and tickets, troubleshooting issues and escalating to Level 2/3 teams when required.
• Support remote clients via remote‑access tools, diagnosing root causes and delivering resolutions.
• Assist with enterprise system rollouts, hardware break/fix, imaging, device setup and deployment.
• Troubleshoot local network connectivity (Wi‑Fi, LAN, VPN basics) and resolve incidents through ITSM tools such as ServiceNow.
• Deliver high‑quality customer service, clear communication and timely updates.
• Perform asset management activities, including inventory tracking, device refresh and lifecycle management.
• Provide conference‑room and AV support as needed and follow ITIL processes for incident and request handling.

Required profile

• 2–5 years of experience in desk‑side or field IT support.
• Full‑time onsite availability (5 days per week) in Sydney.
• Strong problem‑solving skills and ability to work with cross‑functional teams.
• Excellent communication and customer‑service orientation.

Required skills

• Desktop and laptop hardware support.
• Wireless devices (phones, tablets) and printer troubleshooting.
• VoIP telephony and remote connectivity tools.
• Software installation, imaging and device deployment.
• ServiceNow or similar ITSM ticketing systems.
• ITIL incident, request and escalation management.
• Basic networking (Wi‑Fi, LAN, VPN).
• Asset management and inventory tracking.
• Conference‑room and AV equipment support.