Lead Administrator (Support &Operations)
Australia
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Job Description
Lead Administrator (Support &Operations)
Perth, Western Australia

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 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

 

Other 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 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

 
Apply now
Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.