Job Description

IT Service Desk Engineer

Hybrid Role | Managed Services | TechConnect

Join a High-Performing Service Desk Team

Join a dynamic team where customer service, technical expertise, and teamwork come together to deliver outstanding outcomes.

This role supports customers remotely and offers significant flexibility. While the position is aligned to our Gold Coast team, we welcome applications from candidates located in Brisbane, the Gold Coast, or surrounding areas.

Occasional attendance at the Gold Coast office may be required for team collaboration, onboarding, training, or business needs.

At TechConnect, we're more than just an IT services provider—we're a team of problem-solvers, innovators, and trusted technology partners. As an AWS Advanced Consulting Partner, we help organisations unlock value from technology through cloud, data, analytics, and modern workplace solutions.

We're looking for a customer-focused Service Desk Engineer who is passionate about technology and enjoys helping people. If you thrive in a fast-paced environment, enjoy troubleshooting a diverse range of IT issues, and take pride in delivering exceptional customer service, we'd love to hear from you.

This role delivers support remotely to users across multiple regions. While occasional travel may be required from time to time, this is not a regular requirement of the role.

About the Role

As a Service Desk Engineer, you'll be the first point of contact for end-users seeking technical assistance. Working as part of a collaborative Managed Services team, you'll provide high-quality support across End User Computing, Business Applications and Cloud Infrastructure services while delivering an exceptional customer experience.

You'll be exposed to a broad range of technologies including Microsoft 365, Windows, macOS, cloud platforms, collaboration tools, and modern workplace technologies, making this an excellent opportunity to expand your technical capability and career.

What You'll Be Doing Technical

Support & Incident Management

• Act as the first point of contact for IT incidents and service requests.
• Troubleshoot and resolve issues across End User Computing, Business Applications and Cloud Infrastructure services.
• Log, categorise, prioritise and manage incidents and requests through the ITSM platform.
• Escalate complex or out-of-scope issues to specialist teams when required.
• Maintain ownership of tickets through to resolution and keep users informed throughout the process.

End User Support

• Deliver outstanding customer service with every interaction.
• Support users across Windows and macOS environments.
• Assist with hardware, software, mobile device, account access and connectivity issues.
• Guide users on the effective use of approved business applications and workplace technologies.
• Ensure all communications troubleshooting steps and resolutions are accurately documented.

IT Service Management & Knowledge Sharing

• Follow ITIL-aligned Incident, Request, Knowledge, Asset and Change Management processes.
• Create and maintain knowledge base articles and support documentation.
• Ensure ticket quality through accurate and detailed record keeping.
• Identify opportunities to improve service delivery, processes and customer satisfaction.

Security & Compliance

• Assist with account provisioning, access management and identity-related requests.
• Promote security best practices and assist users with security awareness.
• Support compliance with customer and organisational security standards.

What You'll Bring Essential

• Experience in a Service Desk, IT Support, Desktop Support or End User Computing role.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Microsoft 365 technologies including Outlook, Teams, OneDrive and SharePoint.
• Familiarity with ITSM platforms and structured service management practices.
• Exceptional customer service and communication skills.
• Strong attention to detail and commitment to quality.
• Ability to work independently while collaborating effectively within a distributed team environment.

Desirable

• ITIL Foundation certification or equivalent practical experience.
• Experience supporting both Windows and macOS environments.
• Passion for learning and developing technical skills across modern workplace and cloud technologies.

Why Join TechConnect?

• Hybrid working environment offering flexibility and autonomy.
• Supportive and collaborative team culture.
• Exposure to a broad range of technologies and environments.
• Ongoing learning, certification and professional development opportunities.
• Opportunities to work alongside experienced cloud, infrastructure and data specialists.
• A company committed to continuous improvement, innovation and service excellence.

Our Values

Care •Collaboration • Commitment • Creativity • Clarity

We're looking for someone who shares these values and enjoys working in an environment where customer experience, teamwork and continuous improvement matter.

Working Hours

This role operates on a rotating roster that includes a combination of standard business hours and scheduled early morning support to ensure service coverage across key operating periods.

As part of the roster, team members will participate in:

• Full Service Desk support across all support channels during standard business hours.
• Scheduled early morning on-call support, providing phone-based emergency assistance only (no ticket or chat responsibilities during these periods).
• Time Off In Lieu (TOIL) provided in accordance with the roster to recognise additional hours worked.

Occasional travel may be required at the client's request. Candidates who are not based on the Gold Coast may also be required to attend the TechConnect Gold Coast office from time to time when the client is onsite, for collaboration sessions, or to support other business requirements.

Please note that rostered hours and shift requirements may be adjusted with reasonable notice to meet operational and client needs.

Apply Now

If you're passionate about technology, enjoy solving problems, and want to join a team where you can continue developing your skills while making a genuine impact, we'd love to hear from you.

Join TechConnect and help us create a company that everybody loves.