Brisbane Service Desk Engineer — Grow with Tech & Training

New Era Technology AU; City of Brisbane; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Training & development

Lunches provided

Bonuses for upskilling

Employer assistance program

Referral bonus

Job summary

New Era Technology AU is hiring a Service Desk Engineer for our Brisbane office. This full-time role is 38 hours per week, onsite, providing first-line IT support to internal and external clients, and handling incidents via a ticketing system with a strong focus on customer service.

You will troubleshoot issues across Windows desktops, Microsoft 365, and basic networks, escalating complex cases to Senior Engineers.

Qualifications

• 1 year minimum in service desk, helpdesk, technical support or customer service.
• Strong customer service and communication skills with a professional phone manner.
• Basic troubleshooting across Windows desktops, Microsoft 365, printers, and common business applications.
• Fundamental networking concepts: TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Ability to follow processes, manage priorities, and maintain accurate ticket records.
• Willingness to learn and work collaboratively in a team.
• Current Australian driver's license.
• Certificate IV in Information Technology (desirable).
• Certifications like Microsoft Fundamentals, CompTIA A+ or ITIL Foundation are valued but not essential.

Responsibilities

• Provide first-line technical support via phone and a ticketing system for Level 1 IT issues.
• Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask.
• Troubleshoot and resolve issues: user accounts, hardware/software, basic network problems, SaaS tools.
• Escalate complex issues to Senior Engineers with detailed notes.
• Ensure all tickets are resolved or escalated within SLAs.
• Maintain clear, professional communication with end-users and set resolution expectations.
• Follow KBAs and update IT Glue documentation as needed.
• Assist with client onboarding/offboarding and remote equipment provisioning.
• Perform basic Active Directory & Microsoft 365 admin tasks.
• Use remote support tools to assist users.
• Adhere to IT security policies and report potential risks.
• Contribute to process improvements and knowledge sharing.

Skills

Customer service

Communication skills

Technical support

Windows & Microsoft 365

Education

Certificate IV in Information Technology

Tools

ConnectWise

Autotask

Microsoft 365

Job description

New Era Technology AU is hiring a Service Desk Engineer for our Brisbane office. This full-time role is 38 hours per week, onsite, providing first-line IT support to internal and external clients, and handling incidents via a ticketing system with a strong focus on customer service.

You will troubleshoot issues across Windows desktops, Microsoft 365, and basic networks, escalating complex cases to Senior Engineers.