Service Desk Engineer
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Key details
- Location
- Brisbane, QLD, Australia
- Work style
- Onsite
- Level
- Entry level
- Job type
- Full-time
- Experience
- 1–4 yrs
- Function
- Customer success & Support
- Focus area
- other
- Posted
- 3w ago
Skills
About the role
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. Apply today and help us shape the future of work—together
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 Brisbane office.
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.
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, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask 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 (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.
- 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.
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:
- 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.
- Strong problem-solving skills and a willingness to learn.
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