Service Desk and Onsite Engineer

• Join a leading Managed Services Provider supporting tier‑one customers across diverse industries


• Grow alongside a highly skilled and collaborative Service Desk team


• Multiple full time opportunities – Service Desk (hybrid) and Customer site (100% onsite)

About Us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services ANZ helps organisations optimise, automate and transform their operations, setting them up for greater growth. We work collaboratively with customers to get the results they want, delivering bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and freeing them up to focus on what sets them apart.

We’re trusted by industry leaders because of our dedicated customer focus, and agile approaches to solving our clients’ key challenges. With a commitment to delivering the best service management experience possible, many clients have partnered with us for more than a decade. The solutions we deliver are reliable, scalable, and cost-effective, helping customers to not just get ahead but stay ahead.

About the Role

As part of the End User Services team, you will be the first point of contact for technical support, remote troubleshooting, triage, resolution and escalating issues when required. There are multiple positions available which involve either operating from Service Desk at Macquarie Park location or working onsite from customer site/s in NSW. This position reports to the Service Desk Manager.

Scope of the Role

Customer Support & Ticket Handling -

• Provide 1st and 2nd level technical support to customers, both remotely and onsite (including phone, email and live chat)


• Log all interactions and tickets in ServiceNow with accurate categorisation and clear documentation


• Take full ownership of tickets, ensuring timely updates, proactive communication and resolution in line with CBS procedures

Technical Troubleshooting -

• Diagnose and resolve hardware, software and application issues


• Respond promptly to support tickets and log incidents and service requests in the relevant ITSM tool


• Escalate complex issues to 3rd level support teams or external vendors when appropriate


• Perform administrative tasks including Active Directory, O365/Exchange, application deployment and SOE updates


• Adhere to CBS Service Desk processes, SLAs, escalation pathways and ticket quality standards

Knowledge, Documentation & Process Compliance -

• Adhere to company Service Desk processes, SLAs, escalation pathways and ticket quality standards


• Support continuous improvement by updating documentation, sharing insights and contributing to process enhancements
  
  

About you


This role requires a blend of strong customer service capability and solid technical foundations, with the confidence to operate in a fast‑paced managed services environment. Success in this position requires a genuine customer‑first mindset, a broad technical skill set and the ability to communicate clearly and professionally. You’ll need to be organised, detail‑oriented and proactive in your approach to problem‑solving. Flexibility and adaptability are essential, as the role involves supporting customers both remotely from the Service Desk and onsite at their premises. Key Skills and Experience include:

• 1+ year experience in a Service Desk or similar IT support role


• 3+ years’ experience in a customer support environment


• Strong technical aptitude across Microsoft technologies as Windows 10/11, Office 365, Exchange troubleshooting, Azure fundamentals


• Hardware support in CPUs, RAM, motherboards, monitors, peripherals, printer setup and troubleshooting


• Networking fundamentals, mobile device support, basic storage media troubleshooting, Intune endpoint management


• Exposure to ChromeOS support and Google Admin Console (highly desired)
  
  

What is in it for you

Join a team that thrives on collaboration, continuous learning and genuine support from leaders and peers. We’ll help you grow your skills, build your career and stay challenged through the diverse and interesting work that comes with supporting a wide range of customers. When you join Canon Business Services ANZ, you’ll find a rewarding culture that values you. You’ll be empowered to focus on your career progression and turn your goals into reality as an integral part of the group’s success. Benefits include but not limited to:

• Bonus Leave including Birthday leave, Canon Day leave, Kyosei Day


• Training and development opportunities to help you bring your goals to life


• Wellbeing benefits, including everything from discounted health insurance to flu vaccines to confidential counselling


• Canon products offered at discounted rates


• Education assistance to support the cost of any external training that gives you new skills for your job

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer focused on strengthening our inclusive culture, all applicants will be considered and we welcome applications from people of all ages, cultures including Aboriginal and Torres Strait Islander peoples, abilities, religious beliefs, national origin, sexual orientation and gender identities. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps.

#canonjobs #msp #canonbusinessservices #servicedesk