IT Service Desk Engineer - TechConnect GmbH

IT Service Desk Engineer

Hybrid Role | Managed Services | TechConnect

Join a High-Performing Service Desk Team

Join a dynamic team where customer service, technical expertise, and teamwork come together to deliver outstanding outcomes.

This role supports customers remotely and offers significant flexibility. While the position is aligned to our Gold Coast team, we welcome applications from candidates located in Brisbane, the Gold Coast, or surrounding areas.

Occasional attendance at the Gold Coast office may be required for team collaboration, onboarding, training, or business needs.

At TechConnect, we're more than just an IT services provider—we're a team of problem-solvers, innovators, and trusted technology partners. As an AWS Advanced Consulting Partner, we help organisations unlock value from technology through cloud, data, analytics, and modern workplace solutions.

We're looking for a customer-focused Service Desk Engineer who is passionate about technology and enjoys helping people. If you thrive in a fast-paced environment, enjoy troubleshooting a diverse range of IT issues, and take pride in delivering exceptional customer service, we'd love to hear from you.

This role delivers support remotely to users across multiple regions. While occasional travel may be required from time to time, this is not a regular requirement of the role.

About the Role

As a Service Desk Engineer, you'll be the first point of contact for end-users seeking technical assistance. Working as part of a collaborative Managed Services team, you'll provide high-quality support across End User Computing, Business Applications and Cloud Infrastructure services while delivering an exceptional customer experience.

You'll be exposed to a broad range of technologies including Microsoft 365, Windows, macOS, cloud platforms, collaboration tools, and modern workplace technologies, making this an excellent opportunity to expand your technical capability and career.

What You'll Be Doing Technical

Support & Incident Management

• Act as the first point of contact for IT incidents and service requests.
• Troubleshoot and resolve issues across End User Computing, Business Applications and Cloud Infrastructure services.
• Log, categorise, prioritise and manage incidents and requests through the ITSM platform.
• Escalate complex or out-of-scope issues to specialist teams when required.
• Maintain ownership of tickets through to resolution and keep users informed throughout the process.

End User Support

• Deliver outstanding customer service with every interaction.
• Support users across Windows and macOS environments.
• Assist with hardware, software, mobile device, account access and connectivity issues.
• Guide users on the effective use of approved business applications and workplace technologies.