Onsite Support Engineer

About the role

We are looking for an Onsite Support Engineer to deliver hands‑on IT support to end‑users in Melbourne. The role ensures high system availability, smooth device migrations and compliance with enterprise security standards.

Key responsibilities

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

Required profile

• 2+ years of experience in enterprise IT support with direct end‑user interaction.
• Bachelor’s degree in Information Technology, Computer Science, Engineering or equivalent practical experience.
• Strong customer focus and communication skills.
• Ability to work independently in a business‑critical onsite environment.
• Proactive problem‑solving mindset and continuous‑improvement attitude.
• Effective collaboration across EUC, network and security teams.

Required skills

• Windows 10/11 operating systems.
• Microsoft 365 (Office 365) suite.
• Microsoft Intune and SCCM for device management.
• Active Directory and Azure AD for account and permission administration.
• Endpoint security tools such as Microsoft Defender.
• Basic networking (VPN, LAN, Wi‑Fi troubleshooting).
• ITIL processes and ITSM tools (ServiceNow or ManageEngine).