Service Desk Engineer

New Era Technology; City of Brisbane; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Friendly team environment

Training opportunities for IT skills

Work with latest technologies

Internal career growth

Product discounts on IT gear

Lunches and snacks provided

Upskilling bonuses

Employer Assistance Program

Referral bonus

Job summary

New Era Technology Brisbane is seeking a Service Desk Engineer to provide first-line IT support for internal and external clients from our Brisbane office. The role is full-time, 38 hours per week, onsite, and focuses on incident logging, basic troubleshooting, and customer-centric service delivery.

You will work with ConnectWise/Autotask, handle Windows/M365 issues, and perform AD/365 tasks while escalating complex problems to Senior Engineers.

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 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.
• 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.
• Microsoft Fundamentals, CompTIA A+, or ITIL Foundation certifications are highly regarded but not essential.
• Previous experience in an MSP environment is advantageous.
• Exposure to ConnectWise, Autotask, or other ticketing systems is beneficial.
• Familiarity with Microsoft 365 administration.
• Exposure to Azure, Intune, or Entra ID.
• Experience using remote support tools.

Responsibilities

• Provide first-line technical support via phone, and a ticketing system for Level 1 IT issues.
• Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.
• Troubleshoot and resolve issues related:
• User account management (password resets, unlocks, access requests).
• Desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).
• Basic network issues (Wi-Fi, VPN, DNS, DHCP).
• Common business applications (SaaS tools, email, collaboration software).
• 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 (KBAs) and update IT Glue 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 (TeamViewer, RMM, Screen Connect) to assist users.
• Adhere to IT security policies and report potential risks (phishing, malware).
• Contribute to process improvements and knowledge sharing within the team.

Skills

Customer service

Communication

Troubleshooting

Windows desktops

Microsoft 365

Printers

Networking basics

TCP/IP

DNS

DHCP

Wi-Fi

VPN

Ticketing systems

ConnectWise

Autotask

Remote support

IT security basics

Education

Certificate IV in Information Technology (or currently studying)

Tools

ConnectWise

Autotask

TeamViewer

RMM

Screen Connect

Azure

Intune

Entra ID

Job description

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

Be one of our talented Service Desk Engineers!

What is the role

This is a full-time, 38-hour per week and onsite role in our Brisbane office.

As a Service Desk Engineer, you will be responsible for providing technical administration of automated monitoring services, and support both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.

The following include but may not be limited to the responsibilities of the Service Desk Engineer:

• Provide first-line technical support via phone, and a ticketing system for Level 1 IT issues.

• Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.

• Troubleshoot and resolve issues related:

• User account management (password resets, unlocks, access requests).

• Desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).

• Basic network issues (Wi-Fi, VPN, DNS, DHCP).

• Common business applications (SaaS tools, email, collaboration software).

• 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 (KBAs) and update IT Glue 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 (TeamViewer, RMM, Screen Connect) to assist users.

• Adhere to IT security policies and report potential risks (phishing, malware).

• Contribute to process improvements and knowledge sharing within the team.

Who we are looking for

The ideal candidate is passionate about technology, enjoys helping people, and is looking to build a career in IT support. You will have excellent communication skills, a customer-focused mindset, and a willingness to learn and grow within a collaborative team environment.

A successful candidate for the role needs to have:

• 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 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.

• 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.

• Microsoft Fundamentals, CompTIA A+, or ITIL Foundation certifications are highly regarded but not essential.

• Previous experience in an MSP environment is advantageous.

• Exposure to ConnectWise, Autotask, or other ticketing systems is beneficial.

• Familiarity with Microsoft 365 administration.

• Exposure to Azure, Intune, or Entra ID.

• Experience using remote support tools.

• Understanding of backup, endpoint security, and monitoring concepts.

What we offer

• A friendly team environment with a strong technical support network

• Broad range of options for training and developing your IT skills

• Opportunity to work with the IT industry's latest technologies

• Internal career growth for high performers and IT super-stars

• Cost price on products from our suppliers

• Lunches and snacks provided

• Bonuses and incentives for upskilling

• Comprehensive Employer Assistance Program

• Referral bonus

New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at [e-mail].