Service Desk Engineer

New Era Technology PH; City of Brisbane; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Team environment

IT training

Latest technologies

Career growth

Lunches provided

Upskilling bonuses

Employer assistance program

Referral bonus

Product discounts

Job summary

New Era Technology is seeking a Service Desk Engineer to join our Brisbane team in a full-time, onsite capacity. You will provide first-line technical support, log and triage incidents, and maintain professional communication with clients.

You’ll work with ConnectWise/Autotask, support Windows/macOS, and collaborate with Senior Engineers to meet SLAs. Australian driver’s license and a customer-focused mindset are highly valued.

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.
• 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.

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 to:
• 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

Problem solving

Teamwork

Learning mindset

Organizational skills

Driver's license

Education

Certificate IV in Information Technology

Currently studying IT certifications

Tools

ConnectWise

Autotask

Ticketing systems

Remote support tools

Microsoft 365

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 to:

• 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").

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