EUC Technician, QLD

What you’ll Do

Deliver dependable, customer-focused IT support across on-site and regional locations for Americold employees. Take ownership of ServiceNow tickets to ensure timely resolution, provide a seamless onboarding experience for new starters, and manage end-user hardware through Microsoft Intune and LogMeIn123 remote tools. Maintain site IT kits, offer prompt walk-in assistance, and guarantee all issues are properly documented and closed—never left unresolved.

Ticket Management

• Log into ServiceNow daily; take ownership of tickets assigned to the APAC on-site team queue.
• Action and resolve tickets for the local site (being visited) and all regional sites.
• Update tickets with clear resolution notes; if unresolved during a visit, assign follow-up prior to the next visit.
• Ensure no tickets are left stranded.
• Schedule and Run the onboarding process end-to-end to deliver a smooth “Welcome to Americold” experience as per documented procedures.
• Prepare and deploy new hardware; confirm day-one access and readiness.
• Manage laptops, mini-PCs, thin clients, iPhones, and iPads with Microsoft Intune (enrolment, tagging, compliance, reimaging, application deployment).
• Support IP phones, keyboards/mice, meeting-room equipment, and printers.
• Conduct regular inventory reviews for site kits; reimage returned devices; stage devices for upcoming starters.
• Maintain the IT kit for each site; update the inventory spreadsheet before departure.
• Ensure required hardware is sent/returned so the kit remains current and complete.
• Ensure recovery of Hardware and update documentation for Terminated users.
• Assist any end user who walks into IT; log a ticket and resolve promptly.
• Proactively check in with site key contacts to address ad-hoc support needs.
• Smart hands support for infrastructure involves providing on-site technical assistance to ensure the smooth operation and maintenance of IT systems, including hardware installations, troubleshooting, and network management.
• Onboarding New Starters
• Hardware Support
• IT Kit Management
• Walk-In Support
• Smart hands support - Infrastructure

What Experience and Education You Need

• Prior experience in end-user support (EUC) within a corporate environment.
• Hands-on with Microsoft Intune, managing Windows and iOS devices and application packaging and deployment. 
• Ticket management (ServiceNow), Windows support, AD/Entra, Citrix and basic networking. 
• Experience supporting Apple iOS devices, IP phones, printers, and meeting‑room AV. 
• Strong documentation and customer‑service skills.
• Microsoft Intune: 
• Device enrollment and lifecycle management (Windows/iOS).
• Application deployment and troubleshooting.
• Compliance enforcement and reporting.
• ServiceNow:  
• Incident, problem, and knowledge management processes.
• Accurate ticket documentation and resolution tracking.
• Operating Systems & Productivity Tools: 
• Windows OS troubleshooting and configuration.
• Microsoft 365 suite support (Outlook, Teams, SharePoint).
• Identity & Access Management: 
• Active Directory / Entra ID basics (user/computer objects, password resets, access issues).
• End-User Computing (EUC): 
• Hardware support for laptops, thin clients, iPhones, iPads, IP phones, printers, and AV equipment.
• Networking Fundamentals: 
• Wired/wireless connectivity troubleshooting.
• Basic Citrix session support.
• Remote Support Tools: 
• LogMeIn123 for remote troubleshooting.
• Americold onboarding procedures for new starters.
• IT kit management and inventory control processes.
• SLA compliance and escalation protocols.
• Documentation standards for ticket updates and asset tracking.
• Maintain a customer-first mindset, ensuring clear, empathetic communication with end users.
• Demonstrate ownership and accountability for all assigned tickets and tasks.
• Uphold Americold’s IT security and compliance policies at all times.
• Adhere to scheduled site visits and communicate changes promptly.
• Ensure all hardware is properly staged, recovered, and documented.
• Maintain confidentiality of user data and adhere to Americold’s privacy standards.
• Collaboration: Work effectively with APAC IT teams and external vendors (e.g., HCL).
• Adaptability: Respond to changing priorities and urgent incidents calmly and efficiently.
• Time Management: Prepare ahead for site visits and meet all SLA commitments.

What Could Set You Apart

The role requires strong technical and procedural knowledge in the following areas:

• Technical Knowledge

• Process Knowledge

• Professional Conduct

• Work Standards

• Behavioral Standards.

What We Offer:

Our associates know the answer to the question What’s in it for me? We offer best-in-class benefit programs and continuously work with our associates to ensure that our offerings meet the needs of their health and financial well-being. When you join Americold you join a values-oriented company with a clear mission. We help our customers feed the world.