Job Summary
We are seeking an experienced Senior EUC Field Support Engineer to provide onsite End User Computing (EUC), Deskside Support, VIP Support, Asset Management, and Smart Hands services across enterprise environments. The successful candidate will be responsible for supporting end-user devices, managing incidents and service requests, performing IMAC activities, supporting conference room technologies, and providing hands-and-feet support for network, server, and data center infrastructure.
Key Responsibilities :
End User Computing Support
- Provide onsite L2 deskside support for laptops, desktops, tablets, mobile devices, printers, scanners, and peripheral equipment.
- Troubleshoot and resolve hardware, software, operating system, and application issues.
- Support Standard Operating Environment (SOE) deployment, maintenance, and re-imaging activities.
- Perform software installations, upgrades, patches, and configuration changes.
- Provide break-fix support and coordinate vendor warranty repairs when required.
Incident & Service Request Management
- Manage incidents and service requests through ServiceNow.
- Ensure timely resolution of user issues in accordance with SLA requirements.
- Provide deskside intervention for software deployment and troubleshooting activities.
- Escalate complex issues to L3 teams and provide onsite support during resolution.
IMAC Services (Install, Move, Add, Change)
- Execute workstation deployments, relocations, upgrades, and decommissioning activities.
- Conduct site surveys when required.
- Coordinate with internal teams, vendors, and end users to ensure successful project execution.
- Perform backup, migration, installation, and testing activities.
VIP Executive Support
- Deliver high-touch onsite support to executive and VIP users.
- Support executive meetings, board meetings, investor calls, and special events.
- Assist with onboarding and offboarding activities for VIP users.
- Prioritize and manage VIP incidents and requests.
Asset Lifecycle Management
- Track and manage IT assets throughout their lifecycle.
- Maintain accurate asset records and inventory management systems.
- Coordinate asset receiving, deployment, redeployment, recovery, and disposal activities.
- Support hardware refresh and replacement programs.
Conference Room & Audio-Visual Support
- Provide Level 2 support for conference room technology and collaboration tools.
- Perform routine health checks and preventive maintenance.
- Coordinate with third-party vendors for repairs and maintenance.
- Support meeting room setup and troubleshooting.
Smart Hands & Data Center Support
- Provide onsite hands-and-feet support for network, server, and infrastructure teams.
- Perform equipment installation, decommissioning, racking, de-racking, and cable management.
- Conduct hardware troubleshooting and diagnostics.
- Verify device status, LED indicators, power availability, and perform hard reboots when required.
- Escort vendors during onsite maintenance activities.
- Support shipping, receiving, unpacking, and inspection of IT equipment.
New Hire & Exit Support
- Prepare and deploy equipment for new employees.
- Provide first-day readiness support.
- Collect laptops, mobile devices, and accessories from departing employees.
- Perform secure device wiping and retirement processes.
Required Skills & Experience
- 3+ years of experience in End User Computing (EUC), Desktop Support, or Field Services.
- Strong knowledge of Windows operating systems and Microsoft 365.
- Experience with Active Directory, Azure AD/Entra ID, and device management tools.
- Experience using ServiceNow or similar ITSM platforms.
- Knowledge of hardware troubleshooting, imaging, deployment, and asset management.
- Experience supporting printers, scanners, conference room technology, and mobile devices.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Ability to perform physical installation, cabling, and hardware maintenance tasks.
- Strong customer service and communication skills.
Working Hours
- Monday to Friday
- Business Hours: (Local Time)
Employment Type
Compensation & Benefits
- Superannuation contributions in accordance with Australian legislation.
- All statutory benefits, allowances, and employee entitlements applicable under Australian workplace regulations.
Pay: $4,000.00 – $4,300.00 per month
Experience:
- IMAC, asset management, and VIP user support: 4 years (Required)
Work Authorisation:
Work Location: In person
