Service Desk Engineer

SoftwareOne is a global provider of software and cloud solutions.

With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do.

We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape.

Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.

• Provide Level 1/2 support to staff across Australia and international offices — in person, via Teams, and through our ITSM tool (SysAid), meeting response and resolution SLAs
• Administer and troubleshoot Microsoft 365 workloads: Exchange Online, Teams, SharePoint, OneDrive, and Office apps
• Manage user lifecycle: account creation, licensing, group membership, and offboarding across on-premises Active Directory and Microsoft Entra ID (hybrid identity)
• Support and enrol Windows and macOS devices using Microsoft Intune and endpoint management tooling (ManageEngine Endpoint Central, Jamf Pro)
• Assist with MFA, Conditional Access, and SSO issues, escalating identity and security incidents where needed
• Image, deploy, and maintain laptops, desktops, and peripherals; manage the hardware asset lifecycle
• Support meeting room AV, printers, and general office IT
• Triage security alerts in partnership with the security team and follow incident response procedures (e.g. Defender, phishing reports via Proofpoint)
• Create and maintain knowledge base articles, runbooks, and end-user guides in Confluence
• Contribute to IT projects such as device rollouts, application deployments, and the migration from on-premises AD to Entra ID
• 3+ years in a helpdesk / service desk / desktop support role
• Strong working knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint/OneDrive)
• Experience with Active Directory and/or Microsoft Entra ID — user, group, and access management
• Solid Windows 10/11 troubleshooting skills (profiles, networking, drivers, performance)
• macOS troubleshooting skills (user accounts, networking, updates, performance)
• Experience with an MDM/endpoint management tool, ideally Microsoft Intune
• Familiarity with ticketing/ITSM systems and ITIL-aligned processes
• Clear, patient communication with users of all technical levels, and strong written documentation skills