Service Desk Engineer - Growth & Training

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

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.