Senior IT Service Desk Engineer

Job description

Since 1992, Device Technologies has been dedicated to improving patients’ lives through leading edge technology and services, supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world.Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing support provided by our people.

With HQ in Sydney, the company continues to grow, representing over 200 trusted brands, and employing over 1000 highly skilled staff located across Australia, New Zealand and Asia.

Geared towards optimal performance, our culture is built on empowering our people to achieve their goals, aligning with wider business objectives.

We focus on productivity, continuous improvement, career development and leadership nurturing to foster a superior workforce.

The opportunity…

We are looking for an experienced Senior IT Service Desk Engineer with a strong background in Infrastructure and End User Computing (EUC) to join our IT operations team.

The role involves delivering high-quality technical support, mentoring junior analysts, and playing a key role in managing and improving IT infrastructure and end-user environments.

This position will serve as a critical link between frontline support and back-end infrastructure teams.

Key Responsibilities:

Technical Support & Service Delivery

• Serve as the senior point of escalation for complex technical issues across desktops, laptop, mobile, and peripheral devices.
  
  
• Respond to and resolve Level 2/3 incidents and service requests in line with SLAs.
• Monitor and manage the IT ticketing system, ensuring timely resolution and communication.
  
  
• Provide high-quality support for remote and hybrid users, including VPN and virtual desktop environments (e.g., Citrix).
  
  

Infrastructure & EUC Management

• Assist in the deployment, maintenance, and support of infrastructure services including servers, storage, Active Directory, MS Azure and M365.
  
  
• Manage end-user computing technologies such as Windows OS, Intune, desktop imaging, and patch management.
  
  
• Support the configuration and management of group policies, user profiles, and enterprise software deployments.
  
  
• Perform device lifecycle management (procurement, imaging, deployment, and retirement).
  
  

Security & Compliance

• Ensure compliance with IT policies, security standards, and regulatory requirements.
  
  
• Assist with data protection initiatives and drive secure user practices.
  
  
• Mentor junior service desk staff and provide training on tools and best practices.
  
  
• Work collaboratively with infrastructure, security, and application teams to troubleshoot and improve system performance.
  
  
• Identify opportunities for process improvement and contribute to IT project initiatives.
  
  

About you...

At Device Technologies, we succeed through our commitment to five key values:

Delivering Innovation - We constantly seek new ideas, technologies, and approaches to meet evolving customer needs and market demands.Through our innovation we continually adapt and transform for our people, our customers and our future success.

Seeking Collaboration - By embracingcollaborationwe tap into diverse perspectives, skills, and resources to drive innovation, solve complex problems, and achieve common goals.

Taking Ownership - We embrace accountability and initiative.It fosters trust, collaboration, and empowers our people to drive success through proactive responsibility.

Practising Good Business - We strive to embody integrity, responsibility, and sustainability.

It involves ethical conduct, transparency, and a commitment to social and environmental stewardship.

Championing the Customer - By placing customers at the heart of decision-making and operations, we enhance experiences, foster loyalty, and collectively strive to improve patient outcomes.

Our ideal candidate for this role aligns with these values and is a proactive and solutions-oriented professional who thrives in a fast-paced environment.

They take ownership of issues, communicate effectively with both technical and non-technical stakeholders, and consistently deliver high-quality support.

With a strong sense of responsibility and a collaborative mindset, they are committed to continuous improvement and align with our values of integrity, accountability, and service excellence.

A passion for technology and a customer-first attitude are key traits that will help them succeed in this role.

Experience required:

• 4+ years in IT support roles with exposure to enterprise infrastructure and EUC environments.
  
  
• Expertise with Microsoft technologies: Windows 10/11, Active Directory, Group Policy, Microsoft 365, Azure and Teams.
  
  
• Strong knowledge of end-user device management using MS Intune, or similar tools ie SCCM.
  
  
• Experience supporting virtual desktop platforms and remote access technologies.
  
  
• Familiarity with ITSM systems (e.g., ServiceNow, Jira).
  
  
• Excellent problem-solving, communication, and documentation skills.
  
  
• Certifications: ITIL Foundation, Microsoft Certifications: ie Modern Desktop Administrator, CompTIA A+, Network+, or similar are a plus.
  
  
• Experience with cloud platforms (Azure, M365 Admin Center).
  
  
• Knowledge of scripting/automation (PowerShell) is an advantage.
  
  
• Exposure to Mac support, mobile device management (MDM), or hybrid work environments is a plus.
  
  

Interested?

To apply for this opportunity, please click on the 'apply' button to be redirected to our candidate application portal.

At Device Technologies we are motivated by the opportunity our equipment provides to change people’s lives.

We have a clear vision to ensure all our people feel valued and respected, can be themselves and can flourish as contributors to the success of our business.

Our promise is all qualified applicants will receive consideration for employment without regard to diversity of race, gender, sexual orientation, religion, ethnicity, disability, age and all the other wonderful characteristics that make us different.

Please note: Device Technologies will undertake pre-employment checks via our accredited background check provider for the successful candidate to ensure that Device Technologies is meeting legislative obligations and the information a candidate provides is accurate.

For all roles, an offer of employment will be subject to the following pre-employment checks: identity check, reference checks, right to work in location (checks for visa holders), police integrity.

By proceeding and applying for the role, you acknowledge our hiring process and agree to undertake the required pre-employment checks if successful.

It is also a mandatory requirement for certain roles within our organisation, where the successful applicant may be required to present certifications and/or vaccinations status as per role requirements.

Evidence of certificates or vaccination status will be requested during the interview process by management to qualify fit for role and prior to any offer.

Required Skill Profession

It & Technology