Senior Desktop Support Engineer

Position Objective

The Group (GRP) Senior Field Support Engineer is responsible for providing technical assistance and support to Goodman Group employees at the Goodman Headquarters (Hayesbery) office. You will provide white-glove support to the Group Board and Executive team and ensure seamless experiences in their use of Goodman technology and devices. You will support their use of collaborative technology including audio-visual technology to ensure successful business events and meetings. You will play a crucial role in maintaining the stability and efficiency of our desktop infrastructure, ensuring that all Group system users have access to the necessary tools and resources to perform their job functions effectively.

This role demands a proactive, service-oriented professional who thrives in high-pressure environments and understands the nuances of executive-level support.

Key Responsibilities

Executive Support

• Deliver high-touch, discreet, and responsive IT support to Goodman Board and Executive teams and their immediate teams.
• Manage and maintain executive devices (laptops, mobile phones, tablets), ensuring optimal performance and security.
• Provide on-site and remote support for meetings, presentations, and travel-related tech needs.
• Anticipate and resolve issues before they impact executive productivity.

Event Technology Enablement

• Lead the technical setup and support for internal and external business events, including town halls, board meetings, and hybrid conferences.
• Coordinate AV, video conferencing, and collaboration tools (including Goodman Teams and others like Zoom, Webex) to ensure flawless execution.
• Liaise with internal teams, vendors and office management teams to ensure venue readiness and technology compatibility.
• Support and maintain meeting room audio-visual technology including collaboration with 3rd party vendors to resolve ongoing issues.

Operational Excellence

• Resolve complex technical issues related to desktop operating systems (Windows and macOS), applications, and network connectivity.
• Maintain detailed documentation of support activities, configurations, and incident resolutions.
• Collaborate with IT teams to ensure alignment with broader infrastructure and security policies.
• Monitor and report on support metrics, identifying areas for improvement.
• Stay up-to-date with emerging technologies, industry trends, and best practices in desktop support to provide innovative solutions and improve existing processes.
• Manage user accounts, permissions, and access rights across various systems, ensuring data security and compliance with company policies.
• Participate in IT projects, such as system upgrades, migrations, and deployments, ensuring successful implementation and minimal disruption to end-users

Flexibility, Availability and Facilities

• Provide early morning and after-hours support as required, including occasional weekends and travel.
• Be available for rapid response to urgent executive needs, including remote troubleshooting and support.
• Maintain tidiness of the IT Services Tech Hub and IT build room ensuring safety and cleanliness at all times.

Knowledge, Experience and Skill Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

Proficient in troubleshooting and resolving complex technical issues related to desktop systems, applications, and network connectivity.

Specific areas of knowledge: Compliance & Technical Knowledge

Subject Matter

Essential/

Desirable

Experience supporting board-level executives with excellent communication, professional, discretion, and customer service skills.

Essential

Strong customer service orientation with a focus on providing exceptional support and building positive relationships with end-users.

Essential

Proven experience working as a Field or Desktop Support Engineer or in a similar technical support role, with a focus on providing second and third-level support.

Essential

Strong knowledge of Microsoft 365 Tools and Teams; experience working with Zoom, and other collaboration tools.

Essential

Strong knowledge of contemporary Desktop operating systems (Windows, macOS), hardware, and software applications.

Essential

Experience with service management, desktop management and remote support tools (e.g., CA Service Desk, ServiceNow, SCCM, JAMF, TeamViewer).

Essential

Experience with Active Directory, and user account management in a Windows domain environment.

Essential

Proven ability to work independently, prioritize tasks, and manage multiple assignments simultaneously in a fast-paced environment.

Essential

Industry certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are advantageous.

Desirable

Experience

10+ years experience in desktop support roles across large organisations

Essential

Experience dealing with senior internal and external stakeholders

Essential

Skills/Characteristics

Ability to influence senior stakeholders and build strong relationships.

Essential

Strong and professional communication skills.

Essential

Willingness to adapt to changing schedules and event demands.

Essential

Calm under pressure with a proactive, solutions-focused mindset.

Essential

Self-starter/highly motivated, can work autonomously.

Essential

Strong attention to detail and commitment to excellence.

Essential

The Benefits

At Goodman we know that our people are integral to our company success. That’s why we have implemented some fantastic benefits for all to experience, these include:

• Paid Parental Leave
• Study assistance for postgraduate and undergraduate courses
• Discretionary bonus scheme
• Eligibility to participate in Goodman’s share scheme
• Wellness program that focuses on the health and wellbeing, including exercise classes, meditation, yoga, social events, exclusive discounts, cooking classes, financial wellbeing seminars and more.