Senior Digital Support Engineer
Role Overview
Location: Primarily Collins Street, Melbourne. With occasional travel to our Clayton, Epping, Ferntree Gully sites.
Work type: Full time permanent.
Working requirements: 5 days on site and must be an Australian and New Zealand Citizen.
As a Senior Digital Support Engineer, you’ll be the escalation point for the technical issues the wider team can’t resolve. You’ll work across endpoints, identity, enterprise applications and connectivity, spanning Windows 11, macOS, iOS and Android devices, Microsoft 365, Entra ID and Intune, to keep our people across Australia productive and connected.
You’ll also make support better over time by finding permanent fixes rather than workarounds, automating repetitive tasks, strengthening knowledge base documentation, and lifting the technical capability of the engineers around you.
What You’ll Do
Own incidents and requests end to end via phone, email, ServiceNow and in person, keeping users informed at every step
Diagnose problems across endpoints, identity, connectivity and applications, using logs, event data and diagnostic tools to find the real cause rather than the symptom
Take the complex Level 2 and Level 3 escalations others cannot resolve, and drive them through to root cause and permanent fix
Administer and troubleshoot Windows 11, macOS, iOS and Android devices, including Intune enrolment, compliance policies, Autopilot provisioning and patching
Support and troubleshoot Microsoft 365 across Exchange Online, Teams, SharePoint and OneDrive, and resolve Entra ID sign-in, MFA and conditional access issues
Provision, configure and rebuild devices for employee onboarding, offboarding and hardware refresh
Use scripting and automation, such as PowerShell, to fix recurring problems at the source and reduce repeat tickets
Write clear knowledge base articles and mentor other engineers, so fixes stick and the whole team improves
What You’ll Bring
Must be an Australian or New Zealand Citizen
Must hold a full Australian drivers licence
Bachelor’s degree in IT, Computer Science, or equivalent hands-on experience
3+ years’ experience in IT support, end User Compute or Service Desk environments, with demonstrated Level 3 capability
A genuine love of troubleshooting: you are drawn to the messy, hard-to-reproduce problems and stay with them until they are solved
Deep hands-on diagnostic skills across Windows 11, macOS and mobile platforms, covering endpoint performance, application faults, connectivity and device compliance
Strong Microsoft 365 administration across Exchange Online, Teams, SharePoint and OneDrive, with working knowledge of Entra ID and Intune
A real passion for customer service: you take ownership, keep people informed, and explain technical issues in plain language rather than jargon
Familiarity with ITSM tools such as ServiceNow or Jira, and the ability to work onsite 5 days per week and participate in rostered phone coverage
Key Skills for This Role
Full Job Posting
About the Role
Location: Primarily Collins Street, Melbourne. With occasional travel to our Clayton, Epping, Ferntree Gully sites.
Work type: Full time permanent.
Working requirements: 5 days on site and must be an Australian and New Zealand Citizen.
As a Senior Digital Support Engineer, you’ll be the escalation point for the technical issues the wider team can’t resolve. You’ll work across endpoints, identity, enterprise applications and connectivity, spanning Windows 11, macOS, iOS and Android devices, Microsoft 365, Entra ID and Intune, to keep our people across Australia productive and connected.
You’ll also make support better over time by finding permanent fixes rather than workarounds, automating repetitive tasks, strengthening knowledge base documentation, and lifting the technical capability of the engineers around you.
What You’ll Do
Own incidents and requests end to end via phone, email, ServiceNow and in person, keeping users informed at every step
Diagnose problems across endpoints, identity, connectivity and applications, using logs, event data and diagnostic tools to find the real cause rather than the symptom
Take the complex Level 2 and Level 3 escalations others cannot resolve, and drive them through to root cause and permanent fix
Administer and troubleshoot Windows 11, macOS, iOS and Android devices, including Intune enrolment, compliance policies, Autopilot provisioning and patching
Support and troubleshoot Microsoft 365 across Exchange Online, Teams, SharePoint and OneDrive, and resolve Entra ID sign-in, MFA and conditional access issues
Provision, configure and rebuild devices for employee onboarding, offboarding and hardware refresh
Use scripting and automation, such as PowerShell, to fix recurring problems at the source and reduce repeat tickets
Write clear knowledge base articles and mentor other engineers, so fixes stick and the whole team improves
What You’ll Bring
Must be an Australian or New Zealand Citizen
Must hold a full Australian drivers licence
Bachelor’s degree in IT, Computer Science, or equivalent hands-on experience
3+ years’ experience in IT support, end User Compute or Service Desk environments, with demonstrated Level 3 capability
A genuine love of troubleshooting: you are drawn to the messy, hard-to-reproduce problems and stay with them until they are solved
Deep hands-on diagnostic skills across Windows 11, macOS and mobile platforms, covering endpoint performance, application faults, connectivity and device compliance
Strong Microsoft 365 administration across Exchange Online, Teams, SharePoint and OneDrive, with working knowledge of Entra ID and Intune
A real passion for customer service: you take ownership, keep people informed, and explain technical issues in plain language rather than jargon
Familiarity with ITSM tools such as ServiceNow or Jira, and the ability to work onsite 5 days per week and participate in rostered phone coverage
Preferred Qualifications
- Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator (MD-102), or ITIL Foundation
- Scripting experience with PowerShell for automation and bulk administration
- Solid networking fundamentals, including TCP/IP, DNS, DHCP, VPN and Wi-Fi troubleshooting
- About Us
- Service Stream is an equal opportunity ASX-listed organisation that develops and operates Australia’s essential service networks across telecommunications, utilities, transport, defence and social infrastructure. Our work supports and connects communities across the nation.
- Benefits of working with us
- Growth – Career development and internal mobility opportunities across our diverse business.
- Discounts – Access to hundreds of retail and service discounts including Woolworths, JB Hi-Fi, Airbnb and Bupa.
- Paid leave – Parental, cultural, community service, study, corporate volunteering and purchased leave options.
- Culture – A workplace that values diversity, inclusion and celebrates excellence.
- How to apply
- Please submit your interest using the Apply button, where you will be directed to create a profile on our system. We celebrate diversity at Service Stream and welcome applications from Aboriginal and/or Torres Strait Islander peoples, people with disability or neurodivergence, and those from LGBTIQA+, Veteran or other diverse groups.
- Applications will not be accepted via email. If you require reasonable adjustments to the recruitment process, please email [email protected].
How to Apply
If this sounds like you apply now to the Service Stream Recruitment Team via the online application button.
Qualifications
- Must be an Australian or New Zealand Citizen
- Must hold a full Australian drivers licence
- Bachelor’s degree in IT, Computer Science, or equivalent hands-on experience
- 3+ years’ experience in IT support, end User Compute or Service Desk environments, with demonstrated Level 3 capability
- A genuine love of troubleshooting: you are drawn to the messy, hard-to-reproduce problems and stay with them until they are solved
- Deep hands-on diagnostic skills across Windows 11, macOS and mobile platforms, covering endpoint performance, application faults, connectivity and device compliance
- Strong Microsoft 365 administration across Exchange Online, Teams, SharePoint and OneDrive, with working knowledge of Entra ID and Intune
- A real passion for customer service: you take ownership, keep people informed, and explain technical issues in plain language rather than jargon
- Familiarity with ITSM tools such as ServiceNow or Jira, and the ability to work onsite 5 days per week and participate in rostered phone coverage
- Certifications such as CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator (MD-102), or ITIL Foundation
- Scripting experience with PowerShell for automation and bulk administration
- Solid networking fundamentals, including TCP/IP, DNS, DHCP, VPN and Wi-Fi troubleshooting
Responsibilities
- Own incidents and requests end to end via phone, email, ServiceNow and in person, keeping users informed at every step
- Diagnose problems across endpoints, identity, connectivity and applications, using logs, event data and diagnostic tools to find the real cause rather than the symptom
- Take the complex Level 2 and Level 3 escalations others cannot resolve, and drive them through to root cause and permanent fix
- Administer and troubleshoot Windows 11, macOS, iOS and Android devices, including Intune enrolment, compliance policies, Autopilot provisioning and patching
- Support and troubleshoot Microsoft 365 across Exchange Online, Teams, SharePoint and OneDrive, and resolve Entra ID sign-in, MFA and conditional access issues
- Provision, configure and rebuild devices for employee onboarding, offboarding and hardware refresh
- Use scripting and automation, such as PowerShell, to fix recurring problems at the source and reduce repeat tickets
- Write clear knowledge base articles and mentor other engineers, so fixes stick and the whole team improves
About Service Stream
Australian publicly listed infrastructure services provider designing, building, operating and maintaining telecommunications, utility and transport networks.
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