EUC Technician, QLD

Job ID
58326
Location
1235 Lytton Road, Hemmant, Queensland 4174, Australia
Job Category
IT User Support
Locations
Brisbane Lytton (H3)
Job Schedule
Full Time
Job Shift
Shift Start Hours
08:30 AM
Shift End Hours
04:30 PM
Workdays
Monday - Friday
Work Place
On-site
Travel Required
Y
Travel Frequency
25-50%
Other Hiring Locations
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Join the Cold Chain That Feeds the World.

For over 120 years, Americold has connected producers, processors, distributors, and retailers to ensure food stays safe, fresh, and accessible. With 240+ facilities across four continents and 14,000+ team members, we’re a global leader in temperature-controlled logistics. Our mission is to help our customers feed the world – and we’re looking for people who share that purpose. We value customer service, innovation, and inclusion, and we invest in our people’s growth and well-being. If you’re ready to make a meaningful impact in a company that puts people first, Americold is the place for you.

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.

 

 

What We Offer

At Americold, we believe in taking care of our people. We offer benefits designed to support your health, financial well-being, and future. Our associates know what’s in it for them – opportunity, purpose and a values-driven culture. When you join Americold, you become part of a mission to help our customers feed the world.

U.S. Only: Americold offers a range of benefits, including medical/dental/vision insurance, STD/LTD coverage, 401(k) with Company match, FSA, life insurance, EAP, and paid time off, some of which may vary depending on the particular position and whether it is covered by a collective bargaining agreement (CBA).