Onsite Service Desk Engineer – Perth IT Support

New Era Technology AU; Perth; On-site; AUD 60,000 - 80,000; Full time

Job summary

New Era Technology AU is seeking a dedicated Service Desk Engineer for an onsite role in our Perth office. You will provide first-line support, log tickets, and troubleshoot issues across Windows, Microsoft 365, printers, and basic networking while building strong client relationships.

Ideal candidates have 0–2 years in a Service Desk or related role, strong communication, and a willingness to learn in a collaborative team. Onsite work in Perth with standard full-time hours.

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, Wi‑Fi, and VPN.
• Ability to follow processes, manage priorities, and maintain accurate ticket records.
• Strong problem-solving skills and a willingness to learn.

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 Windows desktops, Microsoft 365, printers, and basic network services.
• Escalate complex or unresolved issues to Senior Engineers with detailed notes.
• Maintain clear, professional communication with end-users and set resolution expectations.
• Follow knowledge base articles and assist to maintain documentation as needed.

Skills

Customer service

Communication

Troubleshooting

Windows

Microsoft 365

Networking basics

Active Directory

VPN

Remote support

IT security basics

Education

Certificate IV in Information Technology

Microsoft Fundamentals

CompTIA A+

ITIL Foundation

Tools

ConnectWise

Autotask

Job description

New Era Technology AU is seeking a dedicated Service Desk Engineer for an onsite role in our Perth office. You will provide first-line support, log tickets, and troubleshoot issues across Windows, Microsoft 365, printers, and basic networking while building strong client relationships.

Ideal candidates have 0–2 years in a Service Desk or related role, strong communication, and a willingness to learn in a collaborative team. Onsite work in Perth with standard full-time hours.