Service Desk Engineer

New Era Technology AU; Newcastle City Council; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Lunches and snacks provided

Gym membership

Career growth opportunities

Bonuses and incentives for upskilling

Referral bonus

Employer Assistance Program

Job summary

New Era Technology is seeking a Service Desk Engineer to provide first-line technical support, log and triage incidents, and resolve common IT issues for internal and external clients from our Newcastle office. The role emphasizes customer-focused service, clear communication, and timely ticket resolution.

You'll work with Windows/macOS, Office 365 and collaboration tools, perform basic AD/365 admin tasks, and escalate complex problems to senior engineers as needed.

Qualifications

• 1+ years’ experience in Service Desk Engineer role.
• Experience with ticketing systems and ITIL concepts.
• Proficient in Windows, macOS, Office 365 and Google Workspace.
• Knowledge of basic networking and security awareness.

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.
• Troubleshoot and resolve issues related to user accounts, hardware, software and basic network issues.
• Escalate complex issues to Senior Engineers with detailed notes.
• Ensure all tickets are resolved or escalated within SLAs.
• Perform basic Active Directory & Microsoft 365 admin tasks.
• Contribute to process improvements and knowledge sharing within the team.
• Maintain clear, professional communication with end-users.

Skills

Customer service

Communication

Troubleshooting

Network fundamentals

Windows

macOS

Office 365

Google Workspace

ITIL

Remote support

Education

ITIL 4

CompTIA A+/Network+

Microsoft 365 certification

Tools

ConnectWise

Autotask

Remote support tools

Active Directory

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.

What is the role

As a Service Desk Engineer, you will be responsible for providing technical administration of automated monitoring services and supporting both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service. This is a full-time role, based from our Newcastle office, working 38 hours per week.

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).
• Troubleshoot and resolve issues related to desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).
• Troubleshoot and resolve issues related to basic network issues (Wi‑Fi, VPN, DNS, DHCP).
• Troubleshoot and resolve issues related to 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.
• Perform basic Active Directory & Microsoft 365 admin tasks.
• Contribute to process improvements and knowledge sharing within the team.

Who we are looking for

We are looking for someone who enjoys helping people, communicates clearly, and takes pride in delivering a great customer experience. The successful candidate will bring strong customer service skills, a positive and professional approach, and the ability to listen, troubleshoot and support clients with patience and confidence.

• 1+ years’ experience in Service Desk Engineer role
• Service Desk Operations Proficiency – understanding how a Service Desk functions
• Strong communication and customer service skill
• Performance Management – ensuring tickets are processed within SLA.
• Proficient in troubleshooting hardware, software, and networks
• Familiar with Windows, macOS, Office 365, Google Workspace
• Knowledge of ITIL processes, ticketing systems, remote support tools
• Knowledge in networking and security awareness
• Team player with initiative, attention to detail, and eagerness to learn
• Certifications: ITIL 4, CompTIA A+/Network+, Microsoft 365 is a plus

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
• Gym membership
• Comprehensive Employer Assistance Program
• Bonuses and incentives for upskilling
• Referral bonus