Service Desk Engineer

New Era Technology; Newcastle; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A technology solutions provider is seeking a Service Desk Engineer in Newcastle, KwaZulu-Natal. This full-time role involves providing first-line technical support and managing incidents through a ticketing system. Candidates should have at least 1 year of experience in a similar role and possess strong communication and customer service skills. Opportunities for training and internal career growth are available. Join a team that prioritizes personal and professional development.

Benefits

Training and development opportunities

Friendly team environment

Internal career growth

Cost-price on products

Comprehensive Employer Assistance Program

Referral bonus

Lunches and snacks provided

Qualifications

• 1 year of experience in a Service Desk Engineer role.
• Proficient in troubleshooting hardware, software, and networks.
• Service Desk Operations proficiency and understanding.

Responsibilities

• Provide first-line technical support via phone and ticketing.
• Log, categorize, prioritize, and track incidents and requests.
• Troubleshoot user account management issues.

Skills

Strong communication skills

Customer service skills

Troubleshooting hardware/software

Understanding of Service Desk operations

Knowledge of networking

Team player

Education

ITIL 4 Certification

CompTIA A Certification

CompTIA Network Certification

Microsoft 365 Certification (plus)

Tools

ConnectWise/Autotask

TeamViewer

RMM tools

Screen Connect

Job description

Join New Era Technology where People First is at the heart of everything we do. With a global team of over 4,500 professionals we are 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. Driven by values like Community, Integrity, Agility and Commitment 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. Apply today and help us shape the future of work together.

What is the role

This is a full‑time, 38‑hour per week and onsite role in our Newcastle office with possible remote days options on occasion.

As a Service Desk Engineer you will be responsible for providing technical administration of automated monitoring services and support both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.

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 ticketing tools.
• 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 (Wi‑Fi, 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.
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• Follow knowledge base articles (KBAs) and update IT Glue 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 (TeamViewer, RMM, Screen Connect) to assist users.
• Adhere to IT security policies and report potential risks (phishing, malware).
• Contribute to process improvements and knowledge sharing within the team.

Qualifications

• 1 year of experience in a Service Desk Engineer role.
• Service Desk Operations proficiency and understanding of how a Service Desk functions.
• Strong communication and customer service skills.
• Performance management ensuring tickets are processed within SLA.
• Proficient in troubleshooting hardware, software and networks.
• Familiar with Windows, macOS, Office 365 and Google Workspace.
• Knowledge of ITIL processes, ticketing systems, remote support tools.
• Knowledge of networking and security awareness.
• Team player with initiative, attention to detail and eagerness to learn.
• Certifications: ITIL 4, CompTIA A, CompTIA Network, Microsoft 365 (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.
• Comprehensive Employer Assistance Program.
• Referral bonus.

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Service Desk Engineer • Newcastle, KwaZulu Natal, South Africa