Desktop Support Engineer - Wollongong

Responsibilities

The Desktop Support Engineer is responsible for providing end-user services, including hardware and software break/fix support, ticket resolution, and device provisioning. They will act as the primary point of contact for technical issues while maintaining accurate asset records and documentation.

Requirements

Candidates must be Australian citizens with exceptional customer service skills and the ability to prioritize work effectively. A sound technical knowledge of laptops, desktops, printers, and mobility devices is required to perform the role successfully.

Skills

• Desktop support
• Hardware troubleshooting
• Software deployment
• Ticket management
• Identity and access management
• MFA
• Mobile device management
• Printer maintenance
• Customer service
• Time management
• Technical documentation
• Asset management
• Communication skills
• Laptop repair
• Audio-visual equipment support

Benefits

• Paid parental leave
• Employee assistance programme
• Learning and development opportunities
• Career development
• Wellbeing support
• Employee discounts
• Financial wellbeing benefits

About this role

This role is primarily based in Wollongong, NSW and involves providing onsite support and coverage at the customer's location as required.

About Us

At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.
Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.
About the Role
Working as a Desktop Support Engineer you will be responsible for the provision of all aspects of End User Services to Datacom’s customers. Aligned to our customers business requirements, we provide tailored maintenance services, hardware and software break/ fix support, remote support, software deployment and relocation services.
Please note that to be eligible for this role, you must be an Australian Citizen.
What you’ll do
As a Desktop Support Engineer, you will be accountable for, but not limited to:
Be the reliable first point of contact — log, triage and resolve tickets to a documented standard, keeping the person updated so they always know where their issue stands.
Work through desktop and laptop faults methodically — boot and performance issues, driver and patch problems, crashes and freezes, diagnosed against a structured checklist and explained back in plain language.
Handle identity and access requests carefully — password resets, MFA re-registration, new starter accounts and group changes, each checked against the approval process, then actioned promptly so nobody's left waiting.
Give new starters a properly prepared device — enrolment, standard build and application packages completed to procedure, so they walk in on day one to equipment that's ready and working.
Look after mobility devices end to end — phones and tablets enrolled and configured to policy, connectivity and app issues troubleshot, and wipes or re-provisioning handled correctly when a device changes hands.
Keep hardware, peripherals and print services running — fault-find and swap out devices, manage warranty and repair jobs, and keep the asset register accurate so the team always knows what's where.
Document what you fix — clear resolution notes and knowledge base articles, so your colleagues can resolve the same fault quickly next time.
What you’ll bring
To be successful in this role, you will have demonstrated the following:
Exceptional customer experience with regard to end user services
The ability to prioritise work to ensure achievement of all service level agreements
Sound knowledge of Laptops, Desktop PC's, printers, media and audio-visual equipment, BYOD and mobility
You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management.
Culture and benefits
Join a team where you'll be supported to grow your career, prioritise your wellbeing, and make a genuine impact. From industry-leading learning and development opportunities to parental leave, wellbeing support, and employee benefits, we're committed to helping our people thrive both professionally and personally
We're passionate about creating a workplace where people feel supported, empowered, and inspired to do their best work. Whether you're developing new skills, tackling complex challenges, or collaborating with some of the best minds in the industry, you'll be part of a team that values curiosity, innovation, inclusion, and making a genuine difference.
Why you will love working here
Paid parental leave
24/7 Employee Assistance Programme (DataCare)
Ongoing learning, certifications, and career development opportunities
Access to industry-leading learning platforms and future skills training
Recognition programmes that celebrate great work
Great employee discounts and financial wellbeing benefits
Meaningful work that makes a real impact
Eligibility criteria and conditions may apply to some benefits.

About Datacom

IT Services and IT Consulting · 5,001-10,000 employees · headquartered in Auckland, Auckland · founded 1965