Location: Brisbane QLD 4000
Contract Type: B2B
Duration: 1-Year & Extendable
Job Overview
We are looking for an experienced Desktop Support Engineer – L2 to provide hands-on onsite IT support to end users. The role will involve troubleshooting Windows 10/11 laptops and desktops, resolving hardware and software issues, supporting peripherals and AV/video conferencing equipment, managing ITSM tickets, and assisting with device deployments, replacements, asset management, and local IT activities.
Work Eligibility & Contract Requirements
- Candidates must have valid full-time work rights in Australia.
- The position is offered under a B2B contractor arrangement.
- Candidates must have a valid ABN (Australian Business Number) or be willing and eligible to obtain an ABN before commencing the engagement.
- Candidates should be comfortable working as an independent B2B contractor and managing their own applicable tax and business obligations.
End-User Support Level -2
- Provide desk-side (L2) support for laptops, desktops, and peripherals running Windows 10 and Windows 11
- Perform break-fix support for hardware and OS-related issues
- Support device setup, refresh, replacement, and decommissioning (IMACD activities)
- Troubleshoot issues related to OS performance, login, connectivity, printing, and peripherals
- Coordinate with OEM vendors for hardware repairs and replacements when required
Incident & Service Request Handling
- Log, update, and resolve incidents and service requests using the enterprise ITSM tool (e.g., ServiceNow)
- Ensure tickets are updated with clear resolution notes and closure confirmation
- Escalate unresolved issues to relevant resolver groups (EUC, Network, AV, or Vendor teams) following defined SLAs
IT Asset Management
- Assist with asset management activities including inventory updates, tagging, and stock checks
- Support local IT activities such as device handovers, site moves, and workstation setups
- Act as hands-and-feet support for infrastructure or network teams when required.
Operational & Governance Responsbilities
- Adhere to defined ITIL / service management processes
- Follow security, compliance, and access policies while handling end-user devices
- Maintain documentation, SOPs, and site-specific support knowledge
- Participate in on-call or dispatch support as per business requirements
Required Skills & Experience
Technical Skills
- Strong hands-on experience with Windows 10 and Windows 11 troubleshooting
- Experience supporting video conferencing and AV technologies
- Knowledge of end-user hardware (laptops, desktops, monitors, docks, headsets)
- Basic understanding of networking concepts (LAN, Wi-Fi, VPN)
- Familiarity with Active Directory, user profiles, and endpoint security tools
- Experience working with ITSM tools (ServiceNow preferred)
Soft Skills
- Strong customer service and communication skills
- Ability to interact confidently with business users and executives
- Good problem-solving and time-management skills
- Ability to work independently in an on-site / field support environment
Pay: $5,300.00 – $5,700.00 per month
Application Question(s):
- Are you willing to work under B2B arrangement?
Experience:
- Desktop support: 5 years (Required)
Work Authorisation:
Work Location: In person
