Service Desk Technician (Level2)

Position Location



Applied Medical is a new generation medical device company with a proven business model and commitment to innovation that has fuelled our rapid growth and expansion worldwide.


What connects us all is our mission to improve the affordability and accessibility of high-quality healthcare by delivering innovative technologies that enhance clinical care.


Be part of our growing global organisation and join our Applied Medical family today!

Position Description

An exciting opportunity exists for an enthusiastic and experienced individual to take the next step in their career in I.T. by joining Applied Medical’s Global I.T. group in a Brisbane based role. This role is a full time ServiceDesk Technician helping to support the Asia Pacific region of our global operations. Applied Medical has continued to see growth globally and the Asia Pacific Applied Technology Services (ATS) Team will be growing significantly in 2022 to support our continued success in the region.

This role is not suited to an entry level applicant.

About this role:

As the ATS ServiceDesk Technician you will possesses exceptional troubleshooting skills in addition to a great attitude towards customer service. You will be part of our small but growing team in this region. You will need a positive attitude as well as an ability to troubleshoot and diagnose issues effectively and efficiently. You will be responsible for providing technical assistance and support for incoming queries or issues related to computer systems, software and hardware. The role will support both internal and external users across Asia Pacific and will at times require coordination and assistance in additional tasks and projects for the region.


Applied Medical is seeking applicants who are experienced in similar roles or an individual who is looking to transition from a similar MSP role. This role suits someone who can handle a wide variety of ServiceDesk requests, who has a desire to assist with junior Systems administration tasks and to assist the ATS Manager in project related work. Applied Medical is seeking an applicant who can assist the Australian ATS Manager in developing or enhancing ServiceDesk Processes in the Asia Pacific region, and globally at large.


Due to the Covid 19 pandemic this role initially will be offered as a ‘Work from Home’ role however may transition into a full time office role or a hybrid role in the future.


Applied Medical is also transitioning to a ‘follow the sun’ ServiceDesk model and currently offers limited after-hours support for our team in the U.S.A. This role will have you dealing with users in many departments, from senior staff to production team members in Asia Pacific and the United States, some who do not speak English as a first language.


Position Requirements

Skills and Experience:



  • Minimum 3 years of experience in a similar ServiceDesk or MSP role
  • Desktop, laptop and Windows Tablet hardware troubleshooting skills
  • Demonstrated knowledge in replacing computer hardware such as RAM, HDD’s or GPU’s.
  • High level of experience or Microsoft certifications with Windows 10 desktop operating systems
  • High level of experience and troubleshooting the Microsoft Office 2016\M365 suite including OneDrive and Teams clients
  • Intermediate experience configuring devices using Apple iOS and Android mobile platforms as both standalone and\or via an MDM
  • High level of experience maintaining Active Directory User and Computer objects.
  • High level of experience in creating, troubleshooting, and managing Group Policy objects
  • High level of daily Exchange Mailbox management (On Premise and Exchange Online) and cloud services as found in the M365 suite (and related platforms)
  • Demonstrated experience in network switching, routing, networking concepts (TCP/IP, VPN/Tunnelling, DNS, VLANS) and the ability to troubleshoot a variety of physical and client based networking issues
  • Demonstrated Junior systems administration knowledge on Windows Server 2012r2, 2016 or 2019
  • Demonstrated knowledge working with SCCM Clients
  • Good Documentation Practices
  • Demonstrated Powershell knowledge
  • Ability to rack and patch physical server and network equipment as required
  • Asset Management
  • High level of clear, concise written and oral communication in English



Knowledge and/or experience in any of the below skillsets:

  • ITIL Certification
  • Demonstrated knowledge on Active Directory Administration
  • Demonstrated knowledge with Microsoft Intune and Endpoint Manager
  • Demonstrated knowledge working with SCCM Config Manager
  • Server virtualisation technologies either professionally or in a lab environment
  • Demonstrated knowledge working with Ubiquiti Unifi Controller
  • Demonstrated knowledge with Veeam Backup and Recovery
  • Vendor Certifications (Microsoft, Cisco, etc)




A competitive salary package comprised of base salary and participation in a company bonus scheme, based on achievement in your role.


Other benefits:

  • Convieniently located office 4km from CBD and close to transport.
  • Provision of a company wellness program and other wellness activities.
  • A commitment to further development, training and education through onsite and Overseas opportunities.
  • An International work environment with a learning and development culture and philosophy of promoting from within.
  • Small office environment with supportive, consultative management team.


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