Service Desk Engineer

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

Benefits offered by this job

Competitive benefits

Onsite in Perth

Job summary

New Era Technology is seeking a Service Desk Engineer to join our Perth office. This full-time role provides first-line IT support, log tickets, and maintain strong client relationships through excellent service.

You will troubleshoot Windows/macOS, Microsoft 365, printers, and basic network issues, with remote support and adherence to SLAs. A customer-focused mindset and ongoing learning are valued.

Qualifications

• 0-2 years' experience in service desk or helpdesk.
• Strong communication and customer-service skills.
• Basic troubleshooting of Windows, M365, printers.

Responsibilities

• Provide first-line IT support via phone and ticketing system.
• Log, categorize, prioritise, and track incidents.
• Troubleshoot issues: Active Directory, password resets, VPN.
• Support Windows and macOS devices and SaaS tools.
• Escalate complex issues to senior engineers and meet SLAs.

Skills

IT support

Customer service

Windows & macOS

Microsoft 365

Networking basics

Active Directory

Education

Certificate IV in Information Technology

Tools

ConnectWise

Autotask

Ticketing systems

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.

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 Perth office.

As a Service Desk Engineer, you will be responsible for supporting 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, categorise, prioritise, and track incidents and service requests in the 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 (WiFi, 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 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 (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:

• 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.
• 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.