Job description

MedicalJobsAustralia.com Job Description:

The QLD Field Engineer Team Leader plays a critical leadership and operational role, responsible for leading a local team of field engineers across Queensland. This hands-on role involves delivering high-quality on-site and remote technical support while ensuring consistent and reliable field services across St Vincent's facilities.

The Team Leader coordinates site visits, rostering, leave, team training, workload allocation, and contingent workforce support. They will identify resource gaps, initiate sourcing and onboarding of contingent workers for project or peak workload coverage, and oversee their day-to-day delivery and safe offboarding.

As a working technical lead, they remain "on the tools", actively working as a senior technician, providing support for end user devices, printers, mobile devices, telephony, and network or infrastructure issues.

This role acts as a key escalation point for urgent technical issues, including after-hours incidents. They are the first responder for emergency technology support outside of Service Desk hours (weekday 5pm-7am and weekends). The Team Leader is responsible for guiding their team's development, onboarding, performance reviews, and service improvement initiatives.

This is a highly visible customer-facing role requiring technical credibility, strong people skills, and the ability to coordinate and lead under pressure in a clinical 24-7 environment.

LEADERSHIP & ACCOUNTABILITY

Coordinate daily activities and priorities of the State Field Engineering team

Actively provide second-level technical support (onsite and remote)

Lead team rostering, timecards, out-of-hours-on-call scheduling and coverage

Escalate and own major incidents after-hours until resolution or handover

Foster a high-performing, accountable, safety-conscious field support culture

Identify, onboard, and oversee contingent workers to support project or overflow work

PEOPLE LEADERSHIP & DEVELOPMENT

Mentor, coach, and train junior engineers across clinical and corporate site support

Conduct performance reviews and identify development opportunities

Lead team engagement and cross-training initiatives across field support areas

Supports recruitment, onboarding, and performance documentation for direct reports and contingent staff.

SERVICE DELIVERY & TECHNICAL SCOPE

Support desktop PCs, laptops, mobile devices, printers, telephony, A-V and conferencing peripherals

Deliver and support field activities for network, rack equipment, patching, UPS, cabling, site escorts

Provide remote hands support for infrastructure teams and third-party MSPs

Maintain availability of spare parts, replacement devices, and onsite tools

Coordinate on-call coverage, incident follow-up, and root cause contribution

Ensure field incidents, problems and changes are logged, classified and progressed

OPERATIONS AND PLANNING

Participate in projects as required, including equipment rollouts and site setup

Contribute to team scheduling, training plans, and technology readiness assessments

Document solutions, share knowledge, and maintain asset and configuration data

Monitor and report on KPIs including resolution time, site satisfaction, and ticket backlog

STAKEHOLDER & RELATIONSHIP MANAGEMENT

Act as the primary contact for clinical and corporate stakeholders at State facilities

Liaise with vendors and MSPs to resolve site issues and coordinate planned works

Build effective working relationships with Site Executives, Nursing and Facility Teams

INNOVATION AND IMPROVEMENT

Identify improvement opportunities in workflows, tools, and asset utilisation

Contribute to field service uplift planning and service maturity activities

Share insights into recurring issues or high-impact service areas

INCIDENT MANAGEMENT

Acts as Incident Management Lead (IML) during rostered periods, ensuring high-priority technical disruptions are managed with urgency and clinical awareness.

Coordinates real-time incident response and communication with stakeholders.

ON-CALL & CLINICAL TECH RESPONSIBILITIES

Serve as first escalation point for after-hours emergency support.

Respond to life-critical system disruptions with clinical awareness and urgency.

Participate in the national on-call roster and marquee events.

Experience, Knowledge, Skills, Abilities, Personal Attributes

Essential

Minimum 5 years' experience in desktop, infrastructure, or field engineering support

Demonstrated experience leading or coordinating site-based technical support teams

Excellent troubleshooting skills across desktop, telephony, peripheral, and network hardware

Confident providing high-quality customer support in a healthcare or mission-critical setting

Proven experience supporting Windows devices, mobile platforms, and basic infrastructure tasks

Demonstrated ability to manage competing priorities and coordinate distributed teams

Experience overseeing third-party vendors or contingent workers

Strong verbal and written communication skills

Demonstrated capability to support 24-7 operations in a healthcare or mission-critical environment.

Desirable

Microsoft certifications or equivalent industry qualifications.

Healthcare or aged care industry experience

Experience using ITSM platforms

Familiarity with ITIL-based support models and processes

Experience participating in major incident response or after-hours technical support

Exposure to AV, nurse call, and network rack-cabling equipment

Minimum Education Requirements

Essential

Certificate IV in Information Technology or equivalent hands-on experience

Current Australian Driver's Licence (requirement for travel to facilities)

ITIL v4 Foundation

Desirable

Relevant vendor certifications (e.g., CompTIA A+, MCSA, Microsoft 365 Fundamentals)

Closing Date: 21 September 2026 11:59pm Reconciliation Action Plan:

At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and-or Torres Strait Islander Employees. As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.

For further information, visit https:--www.svha.org.au-about-us-reconciliation or get in contact at

View Reconciliation Action Plan

Code of Conduct:

View Code of Conduct