Service Desk Engineer | Onsite IT Support & Growth

neweratech; City of Brisbane; On-site; AUD 55,000 - 80,000; Full time

Benefits offered by this job

Training opportunities

Lunches and snacks provided

Bonuses and incentives

Referral bonus

Employer Assistance Program

Job summary

New Era Technology is hiring a Service Desk Engineer for our Brisbane office. The role is full-time, 38 hours per week, onsite, providing technical administration of monitoring services and support to internal and external clients with a strong customer-service focus.

You will handle basic troubleshooting of Windows/M365, network issues, and ticketing flows, escalate where needed, and maintain professional client relationships while adhering to SLAs.

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.
• Current Australian driver's license.
• 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, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask.
• Troubleshoot issues related to user accounts, hardware and software, and basic network problems.
• Escalate complex issues to Senior Engineers with detailed notes.
• Maintain clear, professional communication with end-users and meet SLAs.
• Follow knowledge base articles and update IT documentation as needed.

Skills

Customer service

Communication

Troubleshooting

Teamwork

Windows

Microsoft 365

Networking basics

Remote support tools

Ticketing process

Education

Certificate IV in Information Technology

Tools

ConnectWise

Autotask

TeamViewer

RMM

Screen Connect

Job description

New Era Technology is hiring a Service Desk Engineer for our Brisbane office. The role is full-time, 38 hours per week, onsite, providing technical administration of monitoring services and support to internal and external clients with a strong customer-service focus.

You will handle basic troubleshooting of Windows/M365, network issues, and ticketing flows, escalate where needed, and maintain professional client relationships while adhering to SLAs.