IT Service Desk Engineer – Onsite in Perth

New Era Technology, Inc.; Western Australia; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

New Era Technology, LLC. is seeking a Service Desk Engineer to join our Perth team. You’ll provide first-line IT support, log and resolve incidents, and help maintain strong client relationships while working onsite.

Ideal candidates have 0–2 years in service desk roles, solid customer service skills, and basic knowledge of Windows, Microsoft 365, and networking. Certification and MSP experience are advantageous. Training and growth are emphasized in a collaborative environment.

Qualifications

• 0-2 years' experience 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 networking concepts, including TCP/IP, DNS, DHCP, WiFi, and VPN.
• Ability to follow processes, manage priorities, and maintain accurate ticket records.
• Strong problem-solving skills and a willingness to learn.
• Certificate IV in Information Technology is desirable.
• MSP experience and ConnectWise/Autotask familiarity are advantageous.

Responsibilities

• Provide first-line technical support via phone and a ticketing system for Level 1 IT issues.
• Log, categorise, prioritise, and track incidents and service requests in the ticketing tool.
• Troubleshoot and resolve issues related to user accounts, hardware, software, and basic network topics.
• Escalate complex issues to Senior Engineers with detailed notes.
• Ensure all tickets are resolved or escalated within agreed SLAs.
• Maintain clear, professional communication with end-users and set resolution expectations.
• Follow knowledge base articles and assist with documentation.
• Assist with client onboarding/offboarding and remote equipment provisioning.
• Perform basic Active Directory and 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 within the team.

Skills

Helpdesk

IT support

Windows

Microsoft 365

Networking basics

VPN & DNS

Active Directory

Remote support

Ticketing systems

Customer service

Problem solving

Education

Certificate IV in Information Technology

Tools

ConnectWise

Autotask

Azure

Intune

Entra ID

Job description

New Era Technology, LLC. is seeking a Service Desk Engineer to join our Perth team. You’ll provide first-line IT support, log and resolve incidents, and help maintain strong client relationships while working onsite.

Ideal candidates have 0–2 years in service desk roles, solid customer service skills, and basic knowledge of Windows, Microsoft 365, and networking. Certification and MSP experience are advantageous. Training and growth are emphasized in a collaborative environment.