Desktop Support / Deskside Engineer

About the Role

We are seeking a proactive Local Site Support Engineer (Level 1) to provide hands-on IT assistance and ensure smooth daily operations at our Melbourne office. Your role will be pivotal in maintaining productivity and technology reliability by addressing technical issues, supporting equipment setup, and collaborating with other IT specialists.

Key Responsibilities

• Provide timely troubleshooting and resolution for common technical problems involving desktops, laptops, printers, and mobile devices on Windows, macOS, and Linux platforms.
• Efficiently set up, dismantle, and replace corporate hardware such as laptops and phones to minimize downtime.
• Deliver clear, courteous assistance tailored for users with varied technical expertise, helping to build their confidence in using technology.
• Collaborate with higher-level support teams for complex issues beyond Level 1 scope.
• Maintain and troubleshoot essential office systems including printing services, Wi-Fi networks, voice communications, and digital platforms.
• Install, configure, and maintain networking devices such as switches, routers, and wireless access points, while ensuring core network security and stability.
• Quickly resolve connectivity issues like dropped Wi-Fi and LAN port malfunctions.
• Support smart office technologies including digital signage and smart sensors, handling setup and basic troubleshooting.
• Assist in managing phone systems (PABX) alongside remote experts.
• Handle printer lifecycle tasks from installation to decommissioning.
• Set up and troubleshoot audiovisual equipment for meetings and events in conjunction with specialists.
• Deploy and maintain office monitors during upgrades and relocations.
• Provide on-site assistance during scheduled maintenance or urgent incidents, coordinating with vendors.
• Facilitate repairs and replacements by liaising with external service providers.
• Document incidents and solutions thoroughly to promote knowledge sharing and prevent repeat issues.
• Escort third-party technicians through secure network areas, ensuring compliance and safety.
• Support internal and external auditing processes with accurate documentation and communication, including SOX compliance.
• Manage hardware inventory through receiving, logging, labeling, testing, storing, and preparing devices for deployment.
• Use standardized operating system images to load authorized software onto stock devices.
• Maintain precise asset records and contribute to regular audits.
• Securely erase data and process devices for disposal in line with data protection regulations.
• Provide temporary laptops to employees as needed from local inventory.
• Coordinate warranty repairs and inspection prior to redeployment of devices.
• Assist with offsite backup processes if relevant to the location.
• Support office relocations, desk moves, and hardware refreshes with minimal disruption.
• Offer support during local business events such as product demonstrations and leadership meetings.

Candidate Profile

• Comfortable with technology and eager to solve practical technical challenges.
• Strong interpersonal skills including patience, empathy, and the ability to explain technical concepts clearly to non-technical users.
• Experience working with Windows, macOS, and Linux environments in a helpdesk or office infrastructure setting.
• Basic knowledge of network components including Wi-Fi, LAN, switches, and routers.
• Experienced in managing the full lifecycle of hardware including setup, asset tagging, inventory, and disposal procedures.
• Detail-oriented and reliable, particularly when managing compliance requirements, audits, or sensitive information.
• Collaborative with an ability to work effectively with internal teams, external vendors, and facilities personnel.

Education and Experience

• Minimum of a high school diploma or equivalent; degrees in IT, Computer Science, or related fields are advantageous.
• At least 1 to 2 years’ experience in IT support, helpdesk, or office infrastructure roles.
• Certifications such as CompTIA A+, Network+, or equivalent are preferred but not mandatory; willingness to learn is encouraged.