Technical Field Engineer (NV1/Baseline)

About the role

The Field Engineer is responsible for delivering onsite and remote technical support services to clients across a range of IT infrastructure, end-user computing, and networking environments. This role serves as a key technical representative, ensuring the effective installation, maintenance, troubleshooting, and support of technology solutions while maintaining high levels of customer satisfaction and service excellence.

Key responsibilities

• Provide technical support for desktops, laptops, servers, network infrastructure, AV/meeting room technologies, kiosks, and other connected devices.
• Install, configure, maintain, and troubleshoot hardware, software, operating systems, peripherals, and networked equipment.
• Perform onsite and remote incident resolution, service requests, preventative maintenance, and system health checks.
• Execute installations, relocations, upgrades, additions, and changes to IT equipment and infrastructure in accordance with client requirements and organisational standards.
• Test, validate, and certify hardware, networks, systems, and approved business applications to ensure operational readiness and compliance.
• Support network and infrastructure environments from both operational and maintenance perspectives, including proactive maintenance activities.
• Manage and resolve technical issues within agreed service level agreements (SLAs), escalating complex issues where required and ensuring timely follow-through to resolution.
• Maintain accurate service documentation, asset records, and ticket updates in accordance with organisational procedures.
• Build and maintain positive client relationships through effective communication, professionalism, and a customer-focused approach.
• Adhere to workplace health and safety, security, and compliance requirements while performing onsite activities.
• Represent the organisation professionally at all times through conduct, communication, appearance, and service delivery.

About you

• TAFE equivalent qualification required.
• Technical certification, associate degree, or relevant industry qualifications preferred (e.g., Microsoft, Cisco, CompTIA, ITIL).
• Minimum 1-2 years' experience in IT support, field services, desktop support, or a related technical role.
• Demonstrated knowledge of Windows operating systems, desktop and laptop hardware, networking fundamentals, and peripheral devices.
• Experience supporting enterprise clients and working within service management frameworks and SLA-driven environments.
• Strong problem-solving, communication, and customer service skills.
• Ability to work independently while managing multiple priorities in a fast-paced environment.

This role requires a proactive, customer-oriented professional who can diagnose and resolve technical issues efficiently while delivering an exceptional support experience to end users and stakeholders.