Lead Technical Field Engineer - CoE(Centre of Excellence)
Core
Provide Level 2 remote technical support for incidents and service requests in a large enterprise ICT environment, resolving issues remotely to reduce on-site intervention needs.
Role type
Senior IC technical support specialist (Level 2)
Builds
Stable end-user computing environments (desktops, laptops, applications, network, VPN, printers)
Domain
Enterprise ICT / Australian Government
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Level 2 ICT support, Windows desktop/laptop troubleshooting, remote diagnostic tools, ServiceNow, ITIL-aligned incident/problem management, technical documentation, incident ownership, workload management
Preferred skills
Mentoring/coaching support staff, identifying recurring technical trends, improving troubleshooting procedures
Technologies
ServiceNow, Windows, VPN, remote support tools
Responsibilities
Investigate and resolve technical issues remotely, manage multiple active tickets within SLAs, maintain accurate ticket notes, identify recurring faults and process gaps, contribute to knowledge sharing and continuous improvement
Seniority
Senior, hands-on IC