Desktop Support Engineer

IT Support Engineer – Executive & Research Environments Location(s): Brisbane AU (Onsite), UK (Remote), Milpitas CA (Onsite), Santa Clara CA (Onsite) Work Arrangement: Onsite, five days per week Support Environment: Corporate IT, executive support, and university research laboratories Position Overview: We are seeking a hands-on IT Support Engineer to provide onsite technical support across corporate offices and scientific research environments in Brisbane. This role combines advanced desktop troubleshooting, executive-level white-glove support, endpoint management, identity and access troubleshooting, and network connectivity diagnostics. The ideal candidate has strong practical experience supporting both macOS and Windows environments, with particular proficiency in MacBook provisioning, configuration, and troubleshooting. They must be comfortable working independently as the primary local IT support resource, managing competing priorities, and delivering a professional, discreet, and responsive support experience to senior executives. The role will support executives and corporate users at a CBD office, as well as Windows/Linux workstations connected to microscopes and other scientific equipment in a university laboratory. Occasional travel to additional Australian sites may be required to support executive visits and stakeholder engagements. Key Responsibilities 1. Executive & White-Glove IT Support Provide high-touch, professional IT support to senior executives, including C-suite leadership and visiting stakeholders. Troubleshoot MacBooks, Windows devices, peripherals, docking stations, displays, conference room technology, and video conferencing equipment. Respond quickly to time-sensitive issues, including executive meetings and board presentations, prioritizing immediate restoration of functionality through effective workarounds when necessary. Communicate technical issues clearly and confidently to nontechnical users while maintaining discretion and professionalism. Anticipate executive technology needs and ensure devices, meeting rooms, and presentation equipment are ready before use. Travel to designated Australian locations when required to provide direct support during executive visits and meetings. 2. MacOS & Windows Support Provision, configure, deploy, and troubleshoot MacBooks and Windows endpoints in an environment with an approximately 50/50 device mix. Diagnose operating system, application, hardware, performance, authentication, connectivity, and peripheral issues. Investigate macOS performance problems using system monitoring and diagnostic utilities, logs, storage, and resource utilization. Analyze Windows Event Viewer logs and use command-line utilities to investigate system, DNS, network, and authentication failures. Support device onboarding, software installation, configuration, inventory tagging, and endpoint lifecycle activities. 3. Endpoint Management, Identity & Productivity Support endpoint management and compliance policies across macOS and Windows using Microsoft Intune and applicable mobile device management (MDM) platforms. Assist with device enrollment, configuration profiles, security policies, compliance remediation, and application deployment. Troubleshoot identity and access issues involving Active Directory, DNS, and single sign-on (SSO) platforms such as Okta. Support Microsoft 365 applications and services, including Outlook, SharePoint, OneDrive, and associated user access issues. Work with Mac-specific management platforms and enterprise endpoint configuration tools. 4. Network & Infrastructure Troubleshooting Troubleshoot DNS resolution, DHCP address assignment, IP configuration, domain authentication, wireless connectivity, and access to internal resources. Use command-line tools and diagnostic utilities such as ipconfig, nslookup, tracert, ping, and equivalent macOS/Linux commands. Diagnose scenarios in which devices can access public websites but cannot connect to internal services or resolve internal DNS records. Investigate individual device connectivity failures, DHCP lease issues, IP conflicts, wireless configuration problems, and DHCP pool exhaustion. Assist with L2/L3 support tickets involving desktop, endpoint, network, and infrastructure-related incidents. Support remote system and network maintenance activities, including patching and configuration changes, in coordination with the relevant technical teams. 5. Research Laboratory & Scientific Systems Support Set up, configure, and troubleshoot Windows and Linux workstations used in university laboratory environments. Support computers connected to microscopes, scientific instruments, and specialized research equipment. Diagnose operating system, peripheral, driver, application, and network connectivity issues while minimizing disruption to laboratory operations. Coordinate with researchers, laboratory personnel, and infrastructure teams to resolve technical issues and maintain system availability. 6. Site Operations & Recovery Testing Serve as the primary local IT support resource across designated Brisbane locations. Manage onsite incidents, service requests, device inventory, equipment deployment, and user onboarding. Assist with onsite validation and testing of recovery systems and infrastructure changes. Document troubleshooting steps, resolutions, asset information, and recurring issues. Escalate complex incidents appropriately while maintaining ownership through resolution. Required Qualifications & Experience Demonstrated hands-on experience in enterprise IT support, desktop engineering, or a similar technical support role. Strong practical troubleshooting skills across macOS and Windows, with particular strength in MacBook support. Experience provisioning, configuring, deploying, and troubleshooting Mac devices in a managed corporate environment. Proven experience providing white-glove IT support to executives, senior leadership, or other high-priority users. Strong troubleshooting knowledge of DNS, DHCP, TCP/IP, wireless networking, domain authentication, and internal network connectivity. Familiarity with Windows Event Viewer, operating system diagnostics, and command-line troubleshooting tools. Experience with Microsoft Intune and endpoint management policies, compliance, and device enrollment. Working knowledge of identity management and SSO technologies, such as Okta, Active Directory, or SAML-based authentication. Experience supporting Microsoft 365, Outlook, SharePoint, and OneDrive. Excellent communication, customer service, judgment, and problem-solving skills. Ability to work independently, prioritize incidents, and remain composed in high-pressure situations. Willingness to work onsite five days per week and travel between designated locations, with occasional travel to other sites as required. Preferred Qualifications Experience with macOS-focused MDM platforms such as Jamf Pro or Kandji. Exposure to Linux administration or workstation troubleshooting, including Ubuntu or other enterprise Linux distributions. Experience supporting scientific laboratories, research workstations, microscopes, or specialized instrumentation. Familiarity with network and firewall configuration, infrastructure patching, and recovery testing. Experience supporting executives during external meetings, board presentations, or high-profile stakeholder engagements. Candidate Profile The successful candidate will be a technically strong, service-oriented IT professional who can independently manage onsite support responsibilities and represent IT with confidence. They should demonstrate: Mac-first capability: Confidently troubleshoot MacBook hardware, macOS, applications, identity, and connectivity issues without relying on escalation for routine problems. Executive presence: Build trust quickly with senior leadership through professionalism, discretion, and sound judgment. Calm under pressure: Restore service quickly, identify practical workarounds, and communicate clearly when time is limited. Independent ownership: Take responsibility for onsite incidents, follow through on resolutions, and recognize when escalation is appropriate. Clear communication: Explain technical problems and solutions in plain language, adapting to the audience. Adaptability: Move comfortably between corporate executive support and technical laboratory environments. Experience supporting lab or production environments iTCO Solutions