Desktop Support Engineer

About the role

Pallion, the largest precious metal services group in Australasia, is looking for an experienced Desktop Support Engineer to provide advanced onsite and remote IT support. As a key escalation point for complex end-user issues, you will own technical diagnosis and resolution across endpoint hardware, operating systems, collaboration technology, meeting rooms, connectivity, device management and desktop applications, and support technology deployments, lifecycle management and service improvement. The role is hands-on and customer-facing, supports executives and VIP users, and involves after-hours work or an on-call roster for critical incidents, plus a rotating weekday shift roster.

Key responsibilities

• Own escalated incidents and service requests through diagnosis, resolution, user communication and closure.
• Troubleshoot complex endpoint and workplace technology issues and carry out root-cause analysis.
• Provide advanced onsite support for executives, VIP users and business-critical operations.
• Support, configure and troubleshoot Windows and macOS endpoints, laptops, desktops, mobile devices and peripherals.
• Build, deploy and maintain approved operating environments, applications, drivers and device configurations.
• Support Microsoft 365, Microsoft Teams, OneDrive and workplace collaboration technologies.
• Contribute to endpoint configuration, compliance and deployment using Microsoft Intune or equivalent platforms.
• Support meeting rooms, Microsoft Teams Rooms and audio-visual equipment.
• Troubleshoot Wi-Fi, VPN, authentication, DNS, DHCP and network performance issues.
• Investigate endpoint security, device health, identity, MFA and compliance issues.
• Manage endpoint assets across deployment, repair, refresh, return and secure disposal.
• Maintain technical documentation and identify opportunities for automation and service improvement.

Required profile

• Minimum of 3+ years' experience in Desktop Support, End-User Computing or Level 2 IT support roles.
• Qualification in Information Technology, Information Systems or a related discipline, or equivalent industry experience.
• Ability to work independently, manage escalations and support all levels of the business.
• Experience with ITSM, incident, problem, change, asset and knowledge management, and onsite technical diagnosis in a corporate environment.
• Certifications such as ITIL 4 Foundation, MD-102 or MS-102 are highly regarded; exposure to security-focused or regulated environments is advantageous.

Required skills

• Strong hands-on experience with Windows, macOS, Microsoft 365, Microsoft Teams, iOS, Android and endpoint hardware.
• Working knowledge of Microsoft Intune, Microsoft Defender, device compliance, identity and MFA.
• Experience troubleshooting Wi-Fi, VPN and enterprise workplace technology.
• Ability to interpret logs, isolate faults and communicate technical issues clearly.
• Collaborative approach with internal IT teams and external vendors.