Lead Administrator (Support &Operations)

Job description

Lead Administrator (Support &Operations) Australia Lead Administrator (Support &Operations) Sydney, New South Wales Job Summary Job Description (JD) – Field Support Engineer We are seeking a customer-focused and technically proficient Field Support Engineer to provide onsite IT support services for end-user computing environments. The role involves installation, configuration, troubleshooting, maintenance, and lifecycle management of desktops, laptops, mobile devices, peripherals, and workplace technologies while ensuring adherence to service levels and customer satisfaction. The Field Support Engineer acts as the primary point of contact for onsite IT issues and collaborates with Service Desk, Infrastructure, Network, Security, and Application Support teams to deliver seamless support services. The role aligns with modern field support models including deskside support, break-fix services, IMACD activities, and digital workplace services. [Zero Touch...de support | PDF] , [Field Serv...al Devices | PowerPoint] Key Responsibilities End User Support Provide onsite deskside support for hardware and software issues. Troubleshoot desktops, laptops, docking stations, monitors, printers, scanners, and peripherals. Resolve incidents and service requests within agreed SLAs. Support Microsoft Windows and Microsoft 365 environments. Assist users with Teams, Outlook, OneDrive, SharePoint, and Office applications. Hardware and Asset Management Perform break-fix activities for IT equipment. Execute IMACD activities (Install, Move, Add, Change, Decommission). Maintain asset inventory, warranty information, and device lifecycle records. Coordinate hardware replacements and vendor escalations. User Administration Create, modify, and manage user accounts. Support Active Directory and Azure AD administration. Perform password resets and access provisioning. Assist with MFA enrollment and identity-related issues. Workplace Technology Support Support meeting room technologies and collaboration tools. Troubleshoot audio/video conferencing systems. Configure and maintain workplace devices and peripherals. Incident & Request Management Log and manage incidents through ITSM tools. Perform root cause analysis for recurring issues. Escalate complex issues to Level 2/Level 3 teams. Provide timely updates to users and stakeholders. Documentation & Knowledge Management Maintain technical documentation and standard operating procedures. Update knowledge articles and troubleshooting guides. Contribute to continuous service improvement initiatives. Required Technical Skills Operating Systems Windows 10/11 Administration macOS Support (preferred) Basic Linux knowledge Microsoft Technologies Microsoft 365 Microsoft Teams Outlook OneDrive SharePoint Intune Azure Active Directory Endpoint Management SCCM / MECM Microsoft Intune Device Imaging and Deployment Patch Management Networking TCP/IP DNS DHCP VPN Wi-Fi Troubleshooting LAN Connectivity ITSM Tools ServiceNow Remedy Jira Service Management BMC Helix Hardware Support Desktop and Laptop Troubleshooting Printer Support Mobile Device Support (iOS/Android) Peripheral Device Configuration Soft Skills Excellent customer service orientation Strong verbal and written communication Problem-solving and analytical thinking Ability to work independently in remote locations Time management and prioritization skills Team collaboration and stakeholder management Adaptability and willingness to travel between sites Key Responsibilities Job Description (JD) – Field Support Engineer We are seeking a customer-focused and technically proficient Field Support Engineer to provide onsite IT support services for end-user computing environments. The role involves installation, configuration, troubleshooting, maintenance, and lifecycle management of desktops, laptops, mobile devices, peripherals, and workplace technologies while ensuring adherence to service levels and customer satisfaction. The Field Support Engineer acts as the primary point of contact for onsite IT issues and collaborates with Service Desk, Infrastructure, Network, Security, and Application Support teams to deliver seamless support services. The role aligns with modern field support models including deskside support, break-fix services, IMACD activities, and digital workplace services. [Zero Touch...de support | PDF] , [Field Serv...al Devices | PowerPoint] Key Responsibilities End User Support Provide onsite deskside support for hardware and software issues. Troubleshoot desktops, laptops, docking stations, monitors, printers, scanners, and peripherals. Resolve incidents and service requests within agreed SLAs. Support Microsoft Windows and Microsoft 365 environments. Assist users with Teams, Outlook, OneDrive, SharePoint, and Office applications. Hardware and Asset Management Perform break-fix activities for IT equipment. Execute IMACD activities (Install, Move, Add, Change, Decommission). Maintain asset inventory, warranty information, and device lifecycle records. Coordinate hardware replacements and vendor escalations. User Administration Create, modify, and manage user accounts. Support Active Directory and Azure AD administration. Perform password resets and access provisioning. Assist with MFA enrollment and identity-related issues. Workplace Technology Support Support meeting room technologies and collaboration tools. Troubleshoot audio/video conferencing systems. Configure and maintain workplace devices and peripherals. Incident & Request Management Log and manage incidents through ITSM tools. Perform root cause analysis for recurring issues. Escalate complex issues to Level 2/Level 3 teams. Provide timely updates to users and stakeholders. Documentation & Knowledge Management Maintain technical documentation and standard operating procedures. Update knowledge articles and troubleshooting guides. Contribute to continuous service improvement initiatives. Required Technical Skills Operating Systems Windows 10/11 Administration macOS Support (preferred) Basic Linux knowledge Microsoft Technologies Microsoft 365 Microsoft Teams Outlook OneDrive SharePoint Intune Azure Active Directory Endpoint Management SCCM / MECM Microsoft Intune Device Imaging and Deployment Patch Management Networking TCP/IP DNS DHCP VPN Wi-Fi Troubleshooting LAN Connectivity ITSM Tools ServiceNow Remedy Jira Service Management BMC Helix Hardware Support Desktop and Laptop Troubleshooting Printer Support Mobile Device Support (iOS/Android) Peripheral Device Configuration Soft Skills Excellent customer service orientation Strong verbal and written communication Problem-solving and analytical thinking Ability to work independently in remote locations Time management and prioritization skills Team collaboration and stakeholder management Adaptability and willingness to travel between sites Skill Requirements Job Description (JD) – Field Support Engineer We are seeking a customer-focused and technically proficient Field Support Engineer to provide onsite IT support services for end-user computing environments. The role involves installation, configuration, troubleshooting, maintenance, and lifecycle management of desktops, laptops, mobile devices, peripherals, and workplace technologies while ensuring adherence to service levels and customer satisfaction. The Field Support Engineer acts as the primary point of contact for onsite IT issues and collaborates with Service Desk, Infrastructure, Network, Security, and Application Support teams to deliver seamless support services. The role aligns with modern field support models including deskside support, break-fix services, IMACD activities, and digital workplace services. [Zero Touch...de support | PDF] , [Field Serv...al Devices | PowerPoint] Key Responsibilities End User Support Provide onsite deskside support for hardware and software issues. Troubleshoot desktops, laptops, docking stations, monitors, printers, scanners, and peripherals. Resolve incidents and se