Onsite Support Engineer

About the role

We are looking for an Onsite Support Engineer to deliver high‑quality IT support to end‑users in Melbourne. The role focuses on maintaining device availability, ensuring smooth Windows migrations, and upholding security and service standards.

Key responsibilities

• Provide hands‑on onsite support for desktops, laptops, printers and mobile devices.
• Troubleshoot Windows 10/11, Microsoft 365 and enterprise applications.
• Manage devices with Microsoft Intune and SCCM – patching, imaging and policy enforcement.
• Administer user accounts and permissions via Active Directory and Azure AD.
• Support Windows 11 migration activities, including device readiness and user transition.
• Perform EUC application testing in collaboration with business and project teams.
• Log and resolve incidents and service requests in ServiceNow, meeting SLA targets.
• Coordinate with L2/L3 support, vendors and network teams for escalations.
• Handle onboarding and off‑boarding – device provisioning and access setup.
• Maintain asset inventory, documentation and knowledge‑base articles.
• Ensure compliance with security standards and IT policies.

Required profile

• Strong customer focus and communication skills.
• Ability to work independently in a business‑critical onsite environment.
• Proactive problem‑solving and continuous‑improvement mindset.
• Effective collaboration with EUC, network and security teams.
• Team‑oriented, adaptable and able to perform under pressure.
• Positive, solution‑driven attitude.

Required skills

• Extensive experience with Windows 10/11 and Microsoft 365.
• Hands‑on expertise in Microsoft Intune, SCCM, Azure AD and endpoint security tools such as Microsoft Defender.
• Basic networking knowledge (VPN, LAN, Wi‑Fi troubleshooting).
• Familiarity with ITIL processes and ITSM tools like ServiceNow or ManageEngine.
• Proven experience in enterprise IT support with direct end‑user interaction.
• Bachelor’s degree in IT, Computer Science, Engineering or equivalent practical experience.