Service Desk Engineer

Join New Era Technology, where People Firstis at the heart of everything we do.
With a global team of over 4,500 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.
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.Be one of our talented Service Desk Engineers
What is the roleThis is a full-time, 38-hour per week and onsite role in our Perth office with hybrid options after probation period.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 forThe 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 roleService Desk Operations Proficiency – understanding how a Service Desk functionsStrong communication and customer service skillPerformance Management – ensuring tickets are processed within SLA.Proficient in troubleshooting hardware, software, and networksFamiliar with Windows, macOS, Office 365, Google WorkspaceKnowledge of ITIL processes, ticketing systems, remote support toolsKnowledge in networking and security awarenessTeam player with initiative, attention to detail, and eagerness to learnCertifications: ITIL 4, CompTIA A+/Network+, Microsoft 365 is a plusWhat we offerA friendly team environment with a strong technical support networkBroad range of options for training and developing your IT skillsOpportunity to work with the IT industry's latest technologiesInternal career growth for high performers and IT super-starsCost price on products from our suppliersLunches and snacks providedReferral bonusNew Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us.
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