Frontline IT Support Engineer — People-First Tech

New Era Technology; Newcastle City Council; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Friendly team environment

Training and skill development

Bonuses for upskilling

Referral bonus

Lunches and snacks provided

Job summary

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 escalate 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.

Qualifications

• 1+ years experience in Service Desk Engineer role.
• Proficient in Windows/macOS and Office 365.
• Familiar with ITIL, ticketing systems and remote support tools.
• Strong communication and customer service orientation.

Responsibilities

• Provide first-line technical support via phone and ticketing system for Level 1 IT issues.
• Log, categorize, prioritize and track incidents in the ticketing system.
• Troubleshoot user account management (password resets, unlocks).
• Troubleshoot desktop/laptop hardware & software (Windows/macOS, Office 365, printers).
• Troubleshoot basic network issues (Wi‑Fi, VPN, DNS, DHCP).
• Resolve issues related to common business applications (SaaS tools, email, collaboration).
• Escalate complex issues to Senior Engineers with notes.
• Ensure tickets resolved or escalated within SLAs.
• Maintain clear professional communication with end-users.
• Perform basic Active Directory & Microsoft 365 admin tasks.
• Contribute to process improvements and knowledge sharing.

Skills

1+ years experience

Service Desk operations

Communication skills

Troubleshooting hardware/software/net​

Windows/macOS/Office 365 knowledge

ITIL processes knowledge

Ticketing systems knowledge

Remote support tools

Networking & security awareness

Team player / initiative

ITIL 4 / CompTIA certs

Tools

ConnectWise/Autotask

Active Directory

Microsoft 365 Admin

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 escalate 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.