{"id":1173358,"url":"https://alion.io/job/unisys-corporation-lead-technical-field-engineer-coecentre-of-excellence","title":"Lead Technical Field Engineer - CoE(Centre of Excellence)","company":{"id":6839,"name":"Unisys Corporation","domain":"unisys.com","url":"https://alion.io/company/unisys","size_band":"5000+","is_staffing_agency":true,"is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":49,"ghost_share":0,"stale_share":0.959,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Canberra, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":94000,"max_usd":217000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":363},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-24T09:18:49Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-24T17:30:13Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"What success looks like in this role:\nWe are seeking motivated and technically capable Centre of Excellence (COE) Technical Support Specialist to join our national ICT team.\nThe Centre of Excellence provides specialized Level 2 remote technical support, focusing on resolving incidents remotely, improving customer outcomes and reducing the need for on-site Field Engineering intervention.\nThis role is suited to someone who enjoys troubleshooting, can think logically under pressure and knows how to take ownership of an issue from investigation through to resolution or appropriate escalation.\nThis is an on-site role and cannot be performed from home due to the nature and security requirements of the environment. Candidates must be able to work from their designated work location for all rostered shifts.\nKey Responsibilities\nProvide Level 2 remote technical support for Incidents and Service Requests across a large enterprise ICT environment.\nInvestigate, diagnose and resolve technical issues remotely wherever possible.\nSupport end-user computing environments including desktops, laptops, applications, network connectivity, VPN, printers, peripherals and associated services.\nUse remote diagnostic and support tools to identify faults and implement appropriate resolutions.\nQuickly determine whether an issue can be resolved remotely or requires Field Engineering or another specialist resolver group.\nTake ownership of assigned tickets and maintain momentum through investigation, resolution and escalation.\nManage multiple active tickets while maintaining quality, productivity and SLA requirements.\nMaintain clear, accurate and technically meaningful ticket notes.\nFollow approved knowledge articles, troubleshooting procedures and technical documentation.\nCommunicate clearly with customers throughout the lifecycle of their incident.\nWork closely with the Service Delivery Centre, Service Desk, Field Engineering and specialist resolver teams.\nIdentify recurring faults, technical trends, process gaps and opportunities for improvement.\nContribute technical knowledge and lessons learned to improve team capability and remote resolution outcomes.\nSupport knowledge sharing and continuous improvement across the wider ICT support environment.\nMaintain a high degree of professionalism and customer service throughout all interactions.\nKey Skills & Experience\nThe successful candidate will ideally demonstrate:\nStrong experience providing Level 2 ICT support within an enterprise environment.\nStrong Windows desktop and laptop troubleshooting capability.\nExperience diagnosing application, connectivity, VPN, printing, peripheral and end-user device issues.\nExperience using remote support and diagnostic tools.\nExperience with ServiceNow or similar IT Service Management platforms.\nStrong analytical and structured problem-solving skills.\nAbility to investigate faults logically and efficiently rather than relying solely on scripted troubleshooting.\nAbility to determine when further remote troubleshooting will add value and when an issue should be escalated.\nStrong incident ownership and workload management.\nAbility to manage competing priorities while working within defined KPIs and SLAs.\nHigh-quality technical documentation and ticket management skills.\nStrong verbal and written communication skills.\nStrong customer service focus.\nAbility to work independently while contributing effectively within a national team.\nWillingness to share knowledge and assist other analysts.\nA proactive approach to learning and continuous improvement.\nYou will be successful in this role if you have:\nNV1 Security Clearance is must have for this role.\nOn-site position, Applicants must be able to attend their designated work location for all rostered working hours.\nTime management.\nMotivated and enthusiastic.\nPrevious experience in a Level 2 remote support, desktop support, End User Computing or technical service desk environment.\nExperience supporting large-scale enterprise or Australian Government ICT environments.\nKnowledge of ITIL-aligned Incident, Request and Problem Management practices.\nExperience identifying recurring technical issues and contributing to Problem Management activities.\nExperience developing or improving technical knowledge articles and troubleshooting documentation.\nExperience mentoring, coaching or providing technical assistance to other support staff.\nUnisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.\nLocal employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.\nIf you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at . US job seekers can find more information about Unisys’ EEO commitment here.","description_format":"text","description_chars":5490,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-24T09:18:49Z"}],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.516,"p_room":1,"age_days":0,"expected_fill_days":25,"reasons":["conf:0","agency","win:early","comp:brand"],"computed_at":"2026-09-24T17:40:58Z"},"pay":null,"html_url":"https://alion.io/job/unisys-corporation-lead-technical-field-engineer-coecentre-of-excellence","json_url":"https://alion.io/job/unisys-corporation-lead-technical-field-engineer-coecentre-of-excellence.json","meta":{"generated_at":"2026-09-24T17:40:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}