IT Support Engineer
- Resolve escalated Level 2 incidents and service requests in Jira Service Management.
- Troubleshoot hardware, software, network and connectivity issues, both remotely and on-site.
- Administer Microsoft 365 accounts, licences, Teams and SharePoint access.
About the Opportunity
Questas Group supports businesses who specialise in fluid power, hydraulics and engineering services. Our branches range from offices and service centres to workshops and field service operations, supported by a central Digital & Technology team at our Norwest head office in Sydney, NSW.
We’re building our in-house regional support team, and we’re looking for an IT Support Engineer to join us in Perth or Brisbane. You’ll resolve escalated Level 2 incidents, support people onsite at our branches, and keep devices and local infrastructure secure and running well.
You’ll also act as the IT business partner for the branches in your region. That means visiting sites on a regular schedule, getting to know branch managers and their teams, and bringing their feedback back to the IT team so we keep improving the service.
Your Responsibilities
- Resolve escalated Level 2 incidents and service requests in Jira Service Management
- Troubleshoot hardware, software, network and connectivity issues, remotely and on-site
- Build, deploy and maintain Windows laptops, desktops and mobile devices using Intune and Autopilot, and monitor them with NinjaOne
- Administer Microsoft 365 accounts, licences, Teams and SharePoint access, and Entra ID / Active Directory identities
- Complete onboarding and offboarding for new starters, movers and leavers
- Provide first-line onsite support for branch networks, including UniFi, FortiGate and SD-WAN
- Respond to endpoint security alerts and promote Questas IT security policies
- Visit each branch on an agreed schedule, hold regular check-ins with branch managers and log visit reports
- Write knowledge articles in Confluence and suggest fixes that reduce repeat issues
- Help staff get more out of Microsoft 365 and AI tools through informal coaching and short training sessions
About You
- At least 3 years’ experience in an IT support role, including Level 2 or desktop/field support
- Strong hands-on experience with Windows 10/11, Microsoft 365 administration and Active Directory / Entra ID
- Experience deploying and managing devices with Microsoft Intune or a similar MDM platform
- Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLANs, Wi-Fi, VPN)
- Experience in an ITSM ticketing tool with SLA targets (Jira Service Management preferred)
- Excellent customer service and communication skills, including with non-technical and workshop-based staff
- The ability to work independently across multiple sites and manage your own schedule
- A current driver’s licence and your own reliable, registered and insured vehicle for travel between sites
It’s a bonus if you have:
- Experience with NinjaOne or another RMM tool
- Exposure to FortiGate, UniFi, SD-WAN, SentinelOne, VMware, Azure or AWS
- Experience with 3CX or other cloud telephony platforms
- Experience supporting multi-site organisations, ideally in industrial, engineering or trade businesses
- A tertiary qualification in IT or equivalent practical experience, and certifications such as Microsoft Modern Desktop / Endpoint Administrator Associate, CompTIA A+ / Network+ or ITIL 4 Foundation
What’s In It For You
- A mix of base-site work and branch visits, with variety in your week
- Backing from a central Digital & Technology team, with induction and team planning at our Norwest head office
- Salary packaging and novated leasing
- Paid parental leave
- An inclusive culture, with access to the Women’s Lead Network
- Fitness Passport access
Ready to be the face of IT for your region? APPLY NOW
Back to job listing
We vet all employer accounts and do our best to keep job ads safe, but scams can still occur. Be cautious when sharing personal information — never provide financial details or make payments during the application process. For extra security, use the Apply button on our site when proceeding.