Hybrid IT Service Desk Engineer — Onsite Brisbane

Efex; Gold Coast City; On-site; AUD 80,000 - 90,000; Full time

Benefits offered by this job

Friendly team environment

Training and development opportunities

Exposure to latest technologies

Career progression opportunities

Lunches and snacks provided

Bonuses and incentives for upskilling

Referral bonus

Job summary

New Era Technology is seeking an IT Service Desk professional for a full-time, 38-hour onsite role in Brisbane. You will provide first-line technical support via phone and ticketing systems, log and triage incidents, and work with Senior Engineers for complex issues.

You’ll handle user account management, hardware/software support, and basic network issues while adhering to SLAs and KBAs. Training and career growth are emphasized.

Qualifications

• Minimum 1 year in a Service Desk, Helpdesk, Technical Support, or Customer Service role.
• Strong customer service and communication skills with a professional phone manner.
• Basic troubleshooting across Windows desktops, Microsoft 365, printers, and common business applications.
• Fundamental understanding of networking concepts (TCP/IP, DNS, DHCP, Wi‑Fi, VPN).
• Ability to follow processes, manage priorities, and maintain accurate ticket records.
• Willingness to learn and work collaboratively in a team.
• Certificate IV in Information Technology is desirable.
• Recent IT graduates or candidates pursuing certifications will be considered.
• Experience with ConnectWise or Autotask is beneficial.
• Exposure to Microsoft 365 administration; Azure/ Intune exposure.

Responsibilities

• Be the first point of contact for customer support via phone, email, and ticketing system.
• Log, triage, and assign service requests based on priority, impact, and SLA requirements.
• Monitor ticket queues to ensure timely resolution and escalation of high-priority issues.
• Communicate clearly with customers, keeping them informed throughout the process.
• Collaborate with engineers, service partners, and internal teams to progress and close tickets.
• Identify and record chargeable work to support accurate invoicing and contract compliance.
• Contribute to service-excellence by improving processes and sharing insights.
• Opportunity to join the on-call roster.

Skills

Ownership

Communication

Attention to detail

Teamwork

Ticketing systems

Flexibility

Education

IT degree or diploma

IT Certificate IV (desirable)

Tools

ConnectWise

Autotask

Job description

New Era Technology is seeking an IT Service Desk professional for a full-time, 38-hour onsite role in Brisbane. You will provide first-line technical support via phone and ticketing systems, log and triage incidents, and work with Senior Engineers for complex issues.

You’ll handle user account management, hardware/software support, and basic network issues while adhering to SLAs and KBAs. Training and career growth are emphasized.