Provide Level 2 desktop support across managed Windows 11 environments and Microsoft Office enterprise applications, as well as other business-critical systems
Support meeting room technology and coordinate vendor escalation where issues cannot be resolved internally
Support a small Apple device fleet, leveraging vendor support as required
Support the printer fleet, including coordination of vendor escalation where necessary
Manage incidents and service requests within agreed service levels
Troubleshoot and escalate complex issues where required
Maintain end user hardware, mobile devices and asset records (CMDB)
Deliver exceptional customer service and user communication
Support hardware repairs, upgrades and deployments
Provide technical guidance, documentation and training to support teams
Contribute to continuous improvement of desktop services
Provide remote and occasional onsite support across RACV locations

Technical capability across Microsoft technology stacks like Intune, SCCM, Azure, Active Directory
Experience supporting desktops, laptops, mobile devices and enterprise applications
Strong problem solving and incident management skills
Excellent communication skills, with the ability to explain technical concepts clearly
Customer-focused mindset with a commitment to high-quality service delivery
Ability to prioritise, work autonomously and collaborate within a team
Tertiary qualification in IT or related field (Nice to have)
Microsoft, JAMF, and/or ITIL certifications (Nice to have)

Desktop Support Technician

Key skills