Service Desk Engineer

Location: Sydney

About the Team (TechConnect)

TechConnect IT Solutions, an AWS Advanced Consulting Partner is made up from a team of problem-solvers, innovators and deep thinkers. We simplify complex and raw data problems, transforming them into actionable insights that help drive ongoing success for our clients.

With migration, deep data science expertise in databases, analytics, machine learning, and gaming. TechConnect provides architectural solutions and services to our clients to ensure a cost optimised architecture that delivers highly available, scalable, and secure cloud architectures.

Our Vision is to create a company that everybody loves. We have an energetic work environment that builds and grows knowledge, where we always strive to delight our customers and never settle for ordinary.

The values that guide us: Care, Collaboration, Commitment, Creativity and Clarity.

About the role

We are seeking an experienced and customer-focused Service Desk Engineer to provide high-quality onsite and remote IT support within a fast-paced, professional environment. This role is based full-time at a customer site in Sydney and plays a critical part in ensuring reliable, efficient, and user-friendly IT services.

The successful candidate will act as the local IT presence, working closely with the IT Manager as part of the regional service desk, coordinating with specialist support teams, and external partners to deliver timely resolutions, maintain IT assets, and ensure a positive end-user experience.

Key Responsibilities IT Support and Collaboration

• Provide day-to-day onsite IT support a part of a regional Service Desk function and in consultation with Local IT Manager.
• Deliver hands-on support for incidents, service requests, and technical issues, including meeting and event support where required.
• Work collaboratively with remote service desk teams, second-line support partners, and service owners to drive fast and effective issue resolution.
• Support and maintain end-user computing devices, mobile devices, and local infrastructure components.
• Administer end-user accounts, access, and permissions across relevant tools and platforms, in line with established processes and standards.
• Follow and contribute to Incident, Request, Problem, Change, Knowledge, and Asset Management processes.
• Assist with end-user onboarding and offboarding, including IT setup and adherence to global standards.

End-User Devices and Hardware

• Maintain accurate and up-to-date IT asset records within approved asset management tools.
• Deploy, refresh, and replace end-user devices, peripherals, and mobile equipment.
• Coordinate hardware repairs, replacements, and return-to-vendor (RMA) processes.
• Ensure meeting rooms, collaboration spaces, and IT facilities meet defined technical standards.

Local IT Project Support

• Assist with local IT-related projects and initiatives as required.
• Coordinate with external vendors and service providers such as audio-visual, telecommunications, and digital signage partners.

Key Outcomes and Measures of Success

• Stable, secure, and well-maintained workplace IT infrastructure.
• High levels of end-user satisfaction through timely, professional, and customer-oriented support.
• Consistent compliance with service delivery standards, processes, and documentation requirements.
• Accurate ticket management, reporting, and handover of unresolved work.
• Proactive communication with end users regarding progress and resolution of issues.
• Effective monitoring and maintenance of workplace devices and assets, including remediation of compliance or audit findings.
• Strong working relationships with end users, peers, and partner teams.

Skills and Experience

• Proven experience in a Service Desk, Desktop Support, or End-User Computing role.
• Strong troubleshooting skills across Windows and macOS environments.
• Experience supporting laptops, desktops, mobile devices, peripherals, and meeting room technology.
• Familiarity with ITSM tools and ITIL-based service management practices.
• Excellent communication and customer service skills.
• Ability to work independently in an onsite role while collaborating with remote teams.
• Strong organisational skills and attention to detail, particularly in asset and ticket management.

What We Offer

• An onsite role in a dynamic and professional working environment.
• Opportunity to work closely with regional and global IT teams.
• Exposure to a broad range of IT technologies, tools, and support scenarios.
• A role where customer experience, ownership, and quality of service truly matter.

If you are a hands-on IT professional who enjoys working directly with users, solving problems, and being the trusted local IT presence, we would love to hear from you.