Onsite Service Desk Engineer – Perth

New Era Technology; Western Australia; On-site; AUD 45,000 - 65,000; Full time

Job summary

New Era Technology is hiring a Service Desk Engineer for an onsite Perth role. You will provide first-line IT support, logging and resolving incidents, and maintaining strong client relationships.

The position is full-time (38 hours/week) with responsibilities ranging from account management to basic AD/M365 tasks, using ConnectWise or Autotask for ticketing. Ideal candidates have 0–2 years in service desk roles, solid communication skills, and a willingness to learn in a collaborative MSP

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 skills across Windows desktops, Microsoft 365, printers, and common business applications.
• Fundamental understanding of 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.
• Ability to work collaboratively within a team environment.
• Current Australian driver's license.
• Certificate IV in Information Technology (or currently studying) is desirable.
• Recent IT graduates or candidates working towards industry certifications will be considered.

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, Desktop/laptop hardware & software, Basic network issues, Common business applications.
• Escalate complex or unresolved 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 to maintain documentation as needed.
• Assist with client onboarding/offboarding (user setup, remote equipment provisioning).
• Perform basic Active Directory & 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

Customer service

Communication

Troubleshooting

Windows/macOS

Microsoft 365

Networking basics

Team collaboration

Driver's license

IT certifications desirable

Education

Certificate IV in Information Technology

Tools

ConnectWise

Autotask

Job description

New Era Technology is hiring a Service Desk Engineer for an onsite Perth role. You will provide first-line IT support, logging and resolving incidents, and maintaining strong client relationships.

The position is full-time (38 hours/week) with responsibilities ranging from account management to basic AD/M365 tasks, using ConnectWise or Autotask for ticketing. Ideal candidates have 0–2 years in service desk roles, solid communication skills, and a willingness to learn in a collaborative MSP