Hybrid Digital Workplace

Hybrid Digital Workplace / Service Desk Analyst At AC3, our purpose is simple but powerful: make technology real. As Australia's leading secure multi‑cloud solutions provider, we support over 700 enterprise clients including more than half of the NSW Government to translate technical potential into business results. From cloud and infrastructure to cyber security and data integration, we provide full‑stack solutions to consult, build, run and optimise IT environments. Proudly Australian‑owned with offices in Sydney, Melbourne, Brisbane and Auckland, AC3 ranks #4 on Australia's Best Places to Work list. We're a tight‑knit crew of smart people, using brilliant tech to deliver exceptional outcomes. We value trust, ownership, bold ideas and a good laugh along the way. About the Role This is more than your typical desktop support or Level 2 Service Desk role. As a Hybrid Digital Workplace Onsite Engineer, you'll be the face of AC3 for some of our key Queensland customers, splitting your time between our Service Desk and TechBar onsite support. You'll combine remote troubleshooting with high‑touch, face‑to‑face support for end users and executives. What you’ll be doing: Provide remote support for end‑user devices and applications, ensuring timely resolution of incidents and requests. Deliver an exceptional customer experience through clear communication, empathy and effective troubleshooting across phone, email and walk‑up channels. Operate the onsite TechBar, providing face‑to‑face support for staff and executives, building trust and strong relationships at each site. Troubleshoot and isolate desktop, networking, Windows Server and M365 issues, escalating to specialist teams where required (LAN/WAN/VPN/DHCP/DNS/AD/File Services/Group Policy/AV/M365). Provide advanced support for Audio/Video conferencing systems, meeting room tech and customer‑specific onsite hardware. Manage and configure desktop, laptop and mobile devices using SCCM, Intune or similar endpoint management platforms. Diagnose hardware faults and coordinate with vendors for repair or replacement to minimise business disruption. Maintain accurate IT asset records, tagging and tracking all AC3‑managed end user devices. Champion a "shift‑left" mindset by updating knowledge base articles, driving self‑service adoption and contributing to continuous improvement. Act as a technical and relational bridge between the TechBar and Service Desk, mentoring peers and uplifting capability across both teams. Provide backfill support to Digital Workplace Onsite Engineers and other EUC resources as required to maintain service continuity. What You’ll Bring 2+ years' experience in IT support (Service Desk / Desktop / EUC), including face‑to‑face end user support. Confidence engaging senior stakeholders and executives with the right mix of professionalism, empathy and maturity. Strong working knowledge of Windows Operating Systems, M365, AV management and common desktop applications. Level 1-2 understanding of desktop, networking and Windows Server technologies (LAN/WAN/VPN/DHCP/DNS/AD/File Services/Group Policy/AV/M365). Experience with hardware installation, repair and maintenance of laptops, desktops and peripherals. Experience with ITSM tools (ideally ServiceNow) and asset management processes. Valid driver's licence, your own reliable vehicle and insurance, and a willingness to travel to metro and (potentially) regional customer sites. Excellent written and verbal communication skills, strong organisation, time management and stakeholder engagement. A growth mindset: proactive, positive, solutions‑focused and comfortable working under pressure in busy environments. Eligibility to obtain and maintain an Australian Government Baseline Security Clearance (AC3 will support the process for the successful candidate). Nice to have ITIL v4 Foundation, MCP or equivalent certifications. Exposure to Microsoft Intune and Mobile Device Management. Tertiary qualifications in IT, Computer Science or related discipline. Why AC3? 6 month Fixed Term Contract (extensions/permanent conversion possible) $70,000 base + super + 5% VR + $600 BYOD allowance p/a + Macbook/Lenovo Australia's #4 Best Place to Work with a genuine focus on people, culture and purpose. Melbourne‑based hybrid role, combining Service Desk and onsite TechBar work for a major customer. Real career pathways into Digital Workplace, Cloud, Cyber Security and other practices within AC3. Structured L&D, funded certifications and mentoring to accelerate your growth. Work with modern tools and technologies across Microsoft, endpoint management and collaboration platforms. Lifestyle benefits including novated leasing, health and wellbeing initiatives and employee discount programs. A culture that values ownership, bravery, continuous improvement - and enjoying the journey along the way. What's Next? If you're an up‑and‑coming IT professional who combines strong technical foundations with emotional intelligence, stakeholder savvy and a genuine desire to grow, this role is your next step. Apply now Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr