Service Desk Engineer — Grow with Flexible Hours & Training

Nearheal Pty Ltd (trading as Nearheal); Western Australia; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible work hours

Professional development

Company events & retreats

Employee discounts

Job summary

New Era Technology in Perth is seeking a Service Desk Engineer to join our on-site team. This 38-hour, full-time role provides first-line IT support, logging and troubleshooting incidents, and helping clients with account, hardware, software, and network issues.

You'll log and track requests, escalate complex cases, and maintain clear communication with end-users while following security policies. A strong customer-service mindset and willingness to learn are essential.

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.
• Ability to work collaboratively within a team environment.
• Exposure to ConnectWise, Autotask, or other ticketing systems is beneficial.

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 user accounts, hardware, software, and basic networking.
• Assist with client onboarding/offboarding and 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.
• Contribute to process improvements and knowledge sharing within the team.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

Willingness to learn

Education

Certificate IV in Information Technology

Microsoft Fundamentals

CompTIA A+

ITIL Foundation

Tools

ConnectWise

Autotask

Ticketing systems

Remote support tools

Microsoft 365 administration

Job description

New Era Technology in Perth is seeking a Service Desk Engineer to join our on-site team. This 38-hour, full-time role provides first-line IT support, logging and troubleshooting incidents, and helping clients with account, hardware, software, and network issues.

You'll log and track requests, escalate complex cases, and maintain clear communication with end-users while following security policies. A strong customer-service mindset and willingness to learn are essential.