Service Desk Engineer

Join New Era Technology where People First is at the heart of everything we do. With a global team of over 3000 professionals were 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 youll 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 worktogether

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 Perth office.

As a Service Desk Engineer you will be responsible for supporting 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 categorise prioritise and track incidents and service requests in the 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 (WiFi 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 and assist to maintain 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 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:

• 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.
• Current Australian drivers license.
• Certificate IV in Information Technology (or currently studying) is desirable.
• Recent IT graduates or candidates working towards industry certifications will be considered.
• Microsoft Fundamentals CompTIA A or ITIL Foundation certifications are highly regarded but not essential.
• Previous experience in an MSP environment is advantageous.
• Exposure to ConnectWise Autotask or other ticketing systems is beneficial.
• Familiarity with Microsoft 365 administration.
• Exposure to Azure Intune or Entra ID.
• Experience using remote support tools.
• Understanding of backup endpoint security and monitoring concepts.

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