Frontline It Support Engineer - People-First Tech

New Era Technology; Newcastle City Council; On-site; AUD 55,000 - 75,000; Full time

Job summary

New Era Technology Newcastle, NSW, AU is seeking a Frontline IT Support Engineer to provide first-line technical support for internal and external clients from our Newcastle office. You will manage tickets, troubleshoot hardware, software and network issues, and elevate complex cases to Senior Engineers within SLAs.

A strong customer-service focus and ITIL knowledge are essential. The role is full-time, based on-site in Newcastle, with opportunities for training and career growth in a

Qualifications

• Experience in first-line IT support and ticket handling.
• Strong customer-service focus and ITIL knowledge.

Responsibilities

• Manage and resolve tickets within SLAs.
• Troubleshoot hardware, software and network issues.
• Escalate complex cases to Senior Engineers when needed.

Skills

Customer service

ITIL knowledge

Ticket management

Tools

Ticketing system

Job description

Frontline IT Support Engineer -- People-First Tech New Era Technology Newcastle, NSW, AU

Job Description

New Era Technology is seeking a Service Desk Engineer to provide first-line technical support for internal and external clients from our Newcastle office. You will manage tickets, troubleshoot hardware, software and network issues, and elevate complex cases to Senior Engineers within SLAs.

A strong customer-service focus and ITIL knowledge are essential. The role is full-time, based on-site in Newcastle, with opportunities for training and career growth in a collaborative environment.