Service Desk Engineer

Join New Era Technology where People Firstis at the heart of everything we do. With a global team of over 4500 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. 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 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 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.

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 will possess a solid technical background and practical experience in IT support along with the following key skills and qualifications:

• 1 years experience in Service Desk Engineer role
• Service Desk Operations Proficiency understanding how a Service Desk functions
• Strong communication and customer service skill
• Performance Management ensuring tickets are processed within SLA.
• Proficient in troubleshooting hardware software and networks
• Familiar with Windows macOS Office 365 Google Workspace
• Knowledge of ITIL processes ticketing systems remote support tools
• Knowledge in networking and security awareness
• Team player with initiative attention to detail and eagerness to learn
• Certifications: ITIL 4 CompTIA A/Network Microsoft 365 is a 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 industrys 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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