Position Summary
Desk Side Support / Field Technician – Full-time Contract Position, Sydney NSW.
* Experience: 2‐5 years
* Location: Kent St, Sydney, NSW, 2000
* Duration: Long term
* Work Mode: Fully Onsite – 5 days per week
* Employment type: Full-time Contract Position
Key Responsibilities
* Provide onsite technical support for desktops, laptops, wireless devices (phones, tablets), printers, voice‐over‐IP telephony, remote connectivity, peripheral equipment and software.
* Configure, test, deploy new technology, install new software, and document procedures.
* Receive and respond to incoming calls, emails, walk‐ups, and work-related tickets.
* Analyze and troubleshoot issues; determine need for escalation to Level 2 or Level 3 teams (Engineering, Network, Server, Security) and create tickets.
* Support remote clients via remote access software for diagnostics and troubleshooting.
* Provide ongoing support for enterprise system rollouts affecting users.
* Diagnose and resolve hardware, software, and peripheral issues quickly.
* Troubleshoot local network connectivity (Wi‐Fi, LAN, VPN basics).
* Respond to and resolve incidents and service requests via ITSM tools such as ServiceNow.
* Perform break‐fix support, device setup, imaging, and deployment.
* Deliver high‐level customer service and clear communication of updates and resolution timelines.
* Assist remote/offshore teams with hands‐and‐feet support, cable checks, device replacement, and guided troubleshooting.
* Support asset management: inventory tracking, device refresh, lifecycle management.
* Assist with conference room and AV support when needed.
* Follow ITIL processes for incident, request, and escalation management.
* Document resolutions and contribute to knowledge base articles.
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