Desktop Support/EUC engineer

Posted time November 6, 2026 Location Sydney Job type Contract

Job Description:

Job Scope: IT Asset Management & Operations

1. IT Asset Management (ITAM)

Responsible for the end-to-end lifecycle management of hardware, including laptops, monitors, and peripherals/accessories.

  • Troubleshooting: Diagnose and resolve hardware-related issues.
  • Request & Deployment: Manage the fulfillment process for new hardware requests.
  • Maintenance: Facilitate the repair and exchange process for faulty units.
  • Lifecycle Logistics: Coordinate the replacement of aging assets and manage the return process for offboarding or upgrades.
  • Loaner Program: Administer the temporary loan process for devices and ensure timely returns.

2. Device Imaging & Software Support

  • OS Deployment: Perform imaging of laptops using the standardized company image.
  • macOS Troubleshooting: Diagnose and resolve macOS-specific issues, including but not limited to:
    • Boot & Recovery: Recovery Mode, Safe Boot, and startup disk issues.
    • System Administration: User account management, permissions, and Disk Utility operations.
    • Security & Encryption: FileVault encryption, Keychain management, and certificate-related issues.
    • Enterprise Enrollment: MDM/JAMF enrollment, configuration profiles, and compliance policies.
    • OS Updates: macOS upgrade and patch deployment.
    • Application Issues: Compatibility, crashes, and enterprise software behavior on macOS.
    • Networking: Wi-Fi, VPN, and Zscaler connectivity troubleshooting on macOS.
  • Windows Troubleshooting: Diagnose and resolve Windows-specific issues, including but not limited to:
    • Boot & Recovery: Safe Mode, Windows Recovery Environment (WinRE), and startup repair.
    • System Administration: User account management, Group Policy, and disk management operations.
    • Security & Encryption: BitLocker encryption, Windows Defender, and certificate-related issues.
    • Enterprise Enrollment: MDM/Intune enrollment, domain join, and compliance policies.
    • OS Updates: Windows feature updates, patch deployment, and update troubleshooting.
    • Application Issues: Compatibility, crashes, and enterprise software behavior on Windows.
    • Networking: Wi-Fi, VPN, and Zscaler connectivity troubleshooting on Windows.
  • Enterprise Software: Provide specialized support for core communication and security tools: Sealsuite, Lark, and Zscaler.
  • General Support: Handle basic software activations and general application troubleshooting.

3. AV Operations & Event Support

  • AHA Events & Conference Rooms: Execute setup for meeting spaces, including microphones, projectors, and screens.
  • Meeting Room Technical Support: Provide break/fix support and real-time troubleshooting for meeting room hardware.
  • Platform Management: Manage the switching and configuration of conferencing platforms (Lark & Zoom).

4. Service Desk & Administrative Excellence

  • Ticket Management: Monitor, update, and resolve incidents/requests within the Glata Ticketing System.
  • Hardware Repair Ticketing: Log and track repair tickets for laptop hardware issues within the Glata Ticketing System, including:
    • Issue Documentation: Accurately record symptoms, error codes, and diagnostic findings.
    • Repair Coordination: Liaise with vendors and authorized service providers for warranty and out-of-warranty repairs.
    • Status Tracking: Monitor repair progress, provide updates to end-users, and ensure timely resolution.
    • Closure Validation: Verify repairs upon return, confirm device functionality, and close tickets with proper documentation.
  • Customer Service: Maintain high standards of IT Service Desk Counter Etiquette when interacting with end-users.
  • On-Site Support: Act as “Smart Hands” for physical technical tasks.
  • Inventory Control: Conduct regular inventory stock takes to ensure asset accuracy.
  • Facilities: Maintain strong familiarity with office layout to provide efficient on-site support.

5. Server Room & Network Operations

  • Server Room Management: Maintain and monitor the on-premises server room environment, including:
    • Physical Infrastructure: Rack and stack servers and networking equipment, and manage cabling.
    • Environmental Monitoring: Oversee temperature, humidity, and power (UPS) conditions to ensure an optimal operating environment.
    • Access Control: Maintain server room security and access logs.
    • Cable Management: Ensure organized and documented cabling for power and network connections.
  • Network Troubleshooting (L1): Perform first-level network connectivity diagnostics and resolution, including:
    • Physical Connectivity: Verify cable connections, inspect for damaged cables, and confirm link lights.
    • Basic Connectivity Checks: Use ping and ipconfig/ifconfig to verify IP assignment and reachability.
    • Wi-Fi Troubleshooting: Assist users with connecting, disconnecting, forgetting networks, and reconnecting procedures.
    • VPN Basics: Guide users through VPN connection and disconnection, and verify tunnel status.
    • DNS & DHCP Basics: Flush DNS cache, release and renew IP addresses, and verify DNS resolution.
    • Switch Port Verification: Check port link lights and confirm port status on managed switches.
    • Escalation: Identify issues beyond L1 scope and escalate to L2/L3 network engineering with documented findings.

6. Other Duties

  • Ad hoc task handling including urgent/emergency response, VIP escalations, last-minute deployments, vendor coordination, documentation updates, and vendor escort.
  • Willingness to work overtime as needed for after-hours support, maintenance windows, system migrations, event setups, and project rollouts.
  • Cross-functional collaboration, IT project participation, policy compliance, continuous improvement, knowledge sharing, and other duties as assigned.