EUC Engineer (Deskside) - L3

Job Description

Company Description

Lendi Group is a market-leading digital platform business that is focused on revolutionising the entire property journey. It operates Lendi - Australia’s original and #1 digital mortgage brand - and the iconic Aussie franchise.

Powered by an advanced AI proprietary platform, a national network of 1,300 brokers, 230 retail stores, a team of experienced buyer’s agents, integrated property search and conveyancing, Aussie is supporting customers at every step of their property journey to find, buy and own with more confidence than ever before. Lendi Group’s loan book is more than $100b and it was named Australia’s Aggregator of the Year for 2024.

To learn more about life at Lendi Group check out our blog: https://www.lendi.com.au/inspire/category/life-at-lendi/

• Innovation at Our Core – We challenge the status quo and push boundaries to create better solutions, with a goal of becoming AI-native by June 2026.
• Work with the Best– Collaborate with some of the brightest minds in fintech, financial services, and strategy.
• Make an Impact – Contribute to meaningful projects that shape our business and the future of property finance.
• Grow & Evolve – Develop your skills and advance your career in a fast-moving, purpose-driven environment.

The EUC Engineer (Deskside) is a senior, hands-on role responsible for keeping Lendi Group’s brokers and corporate staff productive by owning complex end-user technology incidents, requests and office technology. The role acts as the last line of escalation from L1/L2 support (Manila and local), delivers high-quality onboarding and offboarding experiences, and maintains the health of devices and in-office tech across our sites.

Beyond day-to-day support, this role plays a key part in how the EUC function modernises: identifying opportunities for automation, using AI-native tools in everyday work, and helping to improve processes so issues are resolved faster and with less friction

Job Description

L3 Deskside / EUC Escalations

• Act as the primary L3 escalation point for incidents and requests handed off from L1/L2 teams (Manila and local) across Deskside, Hardware, Loaned Equipment and related queues in Jira Service Management.
• Diagnose and resolve complex end-user issues across:

1. Windows and macOS endpoints
2. Mobile devices and peripherals
3. Collaboration tools (e.g. Teams, conferencing)
4. In-building technology (AV, Teams Rooms, cloud printing, tech hubs).

• Take ownership of end-to-end resolution for onsite incidents that cannot be solved remotely (for example, urgent hardware swaps, event support, complex AV issues), coordinating with Infra, Cyber and external vendors as required.
• Maintain high standards of ticket hygiene, including clear summaries, next actions, accurate status and closure notes that support reporting, hand-offs and future automation.

Onboarding, Offboarding and Asset Lifecycle

• Deliver a smooth technology experience for new starters and leavers by managing device builds, logistics, access readiness and workspace technology.
• Prepare and maintain standard device builds for Windows and macOS in conjunction with Intune and Jamf administrators and Infrastructure teams.
• Support hardware lifecycle activities (refresh programs, swaps, loan pools,decommissions) and ensure asset data in JSM/CMDB and supporting records is accurate and up to date.
• Work closely with IDAM and Cyber teams to ensure devices and identities are decommissioned securely, coordinating with tools such as Entra ID, Intune, Jamf Pro, CrowdStrike and Netskope, and contributing to improved decommission workflows.

Office and In-Building Technology

• Maintain, monitor and improve office technology across Lendi Group locations (Sydney, Melbourne and other sites), including printers, Teams rooms, AV panels, displays and collaboration spaces.
• Provide reliable onsite support for major events and “moments that matter” (for example, all-hands, key stakeholder sessions and relocations).
• Work with vendors (e.g. Ricoh, facilities and network partners) to plan and execute printer and AV refreshes, relocations and stabilisation activities.

Automation, AI-Native Workflows and Continuous Improvement

• Contribute to the design, configuration and ongoing tuning of EUC-focused automation in JSM and Rovo (e.g. ticket playbooks, knowledge surfacing, comment summarisation) to improve triage quality and reduce L3 effort.
• Use AI tools (such as Rovo, ChatGPT and other automation platforms) to draft RCAs, summarise ticket histories, generate documentation and identify opportunities where automation or agentic workflows can simplify EUC processes.
• Partner with Infrastructure, Cyber and Platform teams on AI-native initiatives, ensuring EUC processes and pain points are well represented and that solutions are practical for day-to-day operations.
• Apply problem management techniques and trend analysis to identify root causes, propose remediation and reduce the volume of recurring incidents.

Stakeholder, Documentation and Knowledge

• Produce and maintain clear, user-friendly documentation and knowledge base articles covering recurring EUC issues, onboarding/offboarding flows and office technology.
• Provide coaching and knowledge transfer to L1/L2 teams and EUC peers on new tooling, processes and automation, ensuring changes “stick” and reduce re-work.
• Engage constructively with brokers, leaders and frontline staff, balancing responsiveness with sustainable ways of working for the wider EUC and Infrastructure teams.

Qualifications

The Ideal Candidate:

• Brings deep, hands-on experience in Deskside/EUC engineering in a medium-to-large environment, with a track record of owning complex incidents end-to-end.
• Comfortable working across Windows and macOS fleets, Microsoft 365, printers and AV/meeting room technologies, and understands the realities of mixed MOE/BYOD environments.
• Has a clear, practical interest in automation and AI-native ways of working – not just using AI for ad-hoc questions, but actively looking for repeatable workflows where agents, scripts or integrations can remove manual effort.
• Communicates clearly with both technical and non-technical stakeholders, documents their work well, and is able to balance fast responses with sustainable, scalable solutions.
• Works collaboratively with offshore L1/L2 teams, Infra, Cyber, Product and external vendors, and is comfortable taking ownership in high-visibility situations (for example, offices, events and critical incidents).

Skills/Experience:

Mandatory

• 3+ Years of experience in providing Deskside or EUC support functions; including on-site and remote support. Experience supporting user environments above 500 seats.
• Experience within structured case management frameworks and processes, including incident/request management, service level adherence and escalation management
• Experience with the disciplines, principles and challenges of both managed operating environments and BYOD environments
• Experience in managing and supporting components of the Microsoft365 online suite – Exchange, SharePoint, Teams, OneDrive
• Experience managing Intune and Jamf
• Problem management techniques, root cause analysis methods and continuous improvement frameworks.

Preferred

• Post-secondary certificate in Information Systems, Computer Science or related discipline
• Understanding and rapport with high performance sales teams
• Expert level experience in contemporary PC hardware, software, information systems and in-building technology (such as Audio Visual technology).
• Understanding of security and risk management principles in a financial services context
• AI-native thinker with an automation-first mindset; actively uses AI copilots, automation tools and agentic workflows to improve EUC support efficiency, reduce manual work, and enhance knowledge sharing.

Additional Information

Lendi Group teams operate across Australia and the Philippines. Bringing together diverse expertise, innovative technology and a customer-first approach, our teams work seamlessly to simplify the property journey, helping Australians find, buy and own property with confidence.

We support our people in a variety of ways, but a few of the benefits that our people rave about include:

• A vibrant, relaxed, yet professional culture.
• Hybrid working arrangement designed to support work-life balance, while fostering meaningful connection and collaboration.
• A holistic wellbeing programs offering ²⁴⁄₇ support, including medical, mental health, and financial wellbeing services to enable our workforce to thrive at home and work.
• Generous paid Parental Leave: we celebrate our growing Lendi Group family with 18-26 weeks leave for primary carers and up to 4 weeks for secondary carers.
• An additional week’s Loyalty Leave each year after reaching 3 years’ service.
• Wellness initiatives with a strong focus on psychological safety.

We’re committed to fostering a diverse and inclusive community at Lendi Group. We believe that a team reflecting the world around us leads to greater innovation, stronger collaboration, and a more engaging workplace.

Our culture is guided by our 3 core values: We Are Stronger United; Act Like You Own It; and Keep Home Loans Human. Our values are part of our core DNA that helps Lendi Group to attract, engage and evolve the right talent and build best-in-class products.

This is an opportunity to shape the future of a fast-growing, purpose-driven company that’s transforming the homeownership journey.

Ready to contribute to Lendi Group’s next chapter? Apply now and be part of something big!

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