Desktop Support Engineer

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Role: Desktop Support Engineer

Location: Perth

Salary range: AUD 90,243 - 98,861 (Annual Gross)

Job Summary:

The Desktop Support Engineer with minimum 4 years of experience is responsible for managing the organization's desktop environment, including desktop image management, application packaging, mobile device management, and System Center Configuration Manager (SCCM) administration. Responsible for hardware assets as well as the provisioning, asset management, life cycle and distribution of technology hardware assets. This includes simplifying software deployment through software repackaging into appropriate formats, creation of answer files for unattended software installations, utilizing various software delivery systems, supporting the Customer Service Management team as an escalation point and responding to requests in a timely manner

Responsibilities :

1. Desktop Image Management: Maintain and update standardized desktop images for deployment across the organization using imaging tools such as Microsoft Deployment Toolkit (MDT) or Windows Deployment Services (WDS). Customize desktop configurations, drivers, and settings based on business requirements. Create and Manage Images • Addition of new HW models, SW, driver updates • Testing of image on in scope HW models • Image updates and testing post updates • Core Infra Apps functionality test post Image updates • Resolve issues reported within UAT • Knowledge docs for Service desk, Site Support for OS deployment • Support related to distribution and deployment of images
2. Application Packaging: Package, test, and deploy software applications for installation on desktop systems using application packaging tools such as Microsoft App-V, MSI, or SCCM. Ensure compatibility, reliability, and compliance with licensing and security policies. Compatibility test for apps pkg for Windows OS versions • Repackaging of apps • Application pkg readiness for UAT • Work with Vendors on issues reported within Apps pkg • Publish apps to SW distribution framework
3. Mobile Device Management (MDM): Administer mobile device management solutions such as Microsoft Intune or VMware Workspace ONE to manage and secure mobile devices (e.g., smartphones, tablets) used by employees. Configure device enrollment, policy enforcement, and remote device wipe capabilities. Installation and maintenance of software and interface products, Provisioning MDM components, Perform backups and maintaining the enterprise MDM appliance, Windows networking, Exchange, Active Directory, and IP networking issues in mobile platform, maintain the physical and logical design/architecture
4. End-User Training and Documentation: Develop and deliver training materials, user guides, and knowledge base articles on desktop usage, best practices, and troubleshooting techniques. Conduct training sessions and workshops to educate end-users on desktop technologies and software applications.
5. Desktop Performance Monitoring and Optimization: Monitor desktop performance metrics, resource utilization, and system health using monitoring tools and performance counters. Analyze performance trends, identify bottlenecks, and implement optimizations to improve desktop efficiency and responsiveness.
6. Accountable for the compliance of the MOE throughout virtual and physical desktop fleet.
7. Accountable for the highest level of security throughout the MOE and applications portfolio.
8. Responsible for the packaging, test plans, delivery, functional testing and integration of end user applications.
9. Responsible for the EUC environment and overall performance of associated systems.
10. Responsible for managing the design, development, communications, implementation and post-support practices related to the Virtual, Physical, Mobile platforms and the applications within application portfolio.
11. Responsible for the Configuration, maintenance and administration of System Centre Configurations Manager (SCCM).
12. Responsible for creating, implement and administration of EUC group policy changes (Implementing and planning), OU structure changes and delegation.

Qualifications :
1. Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
2. Proven experience as a Desktop Support Engineer or similar role, with expertise in desktop image management, application packaging, mobile device management, and SCCM administration.
3. Strong understanding of desktop operating systems (e.g., Windows 10), hardware configurations, and troubleshooting techniques.
4. Hands-on experience with desktop imaging tools (e.g., MDT, WDS), application packaging tools (e.g., Microsoft App-V, SCCM), and mobile device management solutions (e.g., Microsoft Intune, VMware Workspace ONE).
5. Proficiency in SCCM administration, including software distribution, patch management, and compliance settings.
6. Excellent problem-solving skills and ability to troubleshoot complex desktop-related issues.
7. Strong communication and interpersonal skills, with the ability to communicate technical information to non-technical end-users effectively.
8. Experience with ITIL-based service management processes, including incident management, change management, and asset management.
9. Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Certified: Endpoint Manager Administrator Associate, or equivalent are preferred.
10. Strong commitment to customer service, user satisfaction, and continuous learning

Additional Skills:

• Excellent customer interfacing skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and outstanding analytical and problem-solving skills.

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infosys_ta@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

"All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."