Senior Digital Support Engineer

About the role

Service Stream is looking for a Senior Digital Support Engineer in Melbourne, a hands-on technical role that blends Service Desk duties with deep End User Computing (EUC) expertise across Microsoft 365, Intune and Windows 11. It is not a step into management, but an escalation point for the complex issues the wider team cannot resolve. The position is full-time and permanent, based primarily at the Collins Street office with occasional travel to Clayton, Epping and Ferntree Gully.

Key responsibilities

• Own incidents and requests end to end via phone, email, ServiceNow and in person, keeping users informed at every step
• Diagnose problems across endpoints, identity, connectivity and applications using logs, event data and diagnostic tools
• Resolve Level 2 and Level 3 escalations to root cause and permanent fix
• Administer and troubleshoot Windows 11, macOS, iOS and Android devices, including Intune enrolment, compliance policies, Autopilot and patching
• Support Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) and 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 strong customer service, explaining 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 and corporate volunteering