Onsite Brisbane Service Desk Engineer | IT Support Pro

Laing O'Rourke; Brisbane; On-site; AUD 45,000 - 65,000; Full time

Benefits offered by this job

Training opportunities

Lunches and snacks provided

Bonuses and incentives for upskilling

Referral bonus

Career growth

Supplier discounts

Job summary

New Era Technology in Brisbane is seeking a Service Desk Engineer to join a collaborative, customer-focused IT team. You will provide first-line support, troubleshoot issues, and help users across Windows, Microsoft 365, and network services.

This full-time, onsite role offers growth opportunities, training and a friendly team environment, with a focus on delivering excellent client service and on-going learning.

Qualifications

• Minimum 1 year 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 understanding of networking concepts including DNS, DHCP, Wi-Fi and VPN.
• Ability to follow processes, manage priorities and maintain ticket records.

Responsibilities

• Provide first-line technical support via phone and a ticketing system.
• Log, categorize, prioritize and track incidents in ConnectWise/Autotask.
• Troubleshoot issues related to user accounts, devices and apps.
• Escalate complex issues to Senior Engineers with detailed notes.
• Maintain ticket accuracy and SLA adherence.

Skills

Customer service

Communication skills

Windows desktop

Microsoft 365

Networking basics

Troubleshooting

Ticketing systems

Teamwork

IT security awareness

Documentation

Education

Certificate IV in Information Technology

Tools

ConnectWise

Autotask

RMM

TeamViewer

Azure/Entra ID

Microsoft 365 admin

IT Glue

Job description

New Era Technology in Brisbane is seeking a Service Desk Engineer to join a collaborative, customer-focused IT team. You will provide first-line support, troubleshoot issues, and help users across Windows, Microsoft 365, and network services.

This full-time, onsite role offers growth opportunities, training and a friendly team environment, with a focus on delivering excellent client service and on-going learning.