Service Desk Engineer

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’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.

Join New Era Technology’s Growing IT Service Desk Team! 

This is an onsite full-time role based in our Brisbane office, 38-hours per week.

What we offer

At New Era Technology, you’ll be part of a dynamic IT Service Desk that supports a diverse range of business clients and technologies. This role offers the opportunity to:

• Expand your IT knowledge – Gain hands-on experience with a variety of tools and systems.
• Develop your skills – Build confidence in IT support through real-world problem-solving.
• Collaborate with a great team – Work alongside supportive Service Desk Engineers and learn from our Senior Engineering Team.
• Be part of a global network – Our Service Desk is integrated with the wider APAC team, fostering collaboration and growth.
• Enjoy a healthy work-life balance – We continuously improve our processes and systems to support our team’s well-being.

Other perks would include:

• Cost price on products from our suppliers
• Lunches and snacks provided 
• Comprehensive Employer Assistance Program
• Bonuses and incentives for upskilling
• Referral bonus

If you’re looking to grow your career in IT support within a collaborative and forward-thinking environment, apply today!

What is the role

The following includes but may not be limited to the responsibilities of the Service Desk Engineer:

• Provide first-line technical support via phone, and 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:
• 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.
• Other related duties as required.

Who we are looking for

Successful candidates must have:

Basic Hardware Knowledge

• Troubleshooting desktops, laptops, peripherals (printers, monitors, etc.).
• Understanding of basic hardware components (RAM, HDD/SSD, CPUs).

Operating Systems (Windows & macOS Basics)

• Installing, configuring, and troubleshooting Windows 10/11.
• Basic macOS familiarity (for organizations using Apple devices).
• User account management (password resets, permissions).

Software Support

• Installing and troubleshooting common applications (MS Office, browsers, antivirus).
• Basic understanding of SaaS tools (e.g., Office 365, Google Workspace) 
• Must have 2 years' experience as Service Desk Engineer 
• Basic TCP/IP knowledge (IP addressing, DNS, DHCP).
• Troubleshooting connectivity issues (Wi-Fi, Ethernet, VPN).
• Familiarity with ping, tracer, ipconfig (basic network commands)
• Using remote desktop software (TeamViewer, Screen Connect, RMM)
• Ticketing systems (ConnectWise, Autotask).
• User account management (unlocking accounts, password resets)
• Group Policy awareness (basic understanding)
• Troubleshooting smartphones/tablets (iOS/Android).
• Email setup (Exchange, Gmail)
• Recognizing phishing attempts & malware risks.
• Basic antivirus troubleshooting

What we do 

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

Who we are 

New Era promotes a culture of continued development, both personal and professional. As a team member, you will receive competitive benefits, industry training, and certifications. We are team-oriented and have a positive environment filled with incredible staff, who have a genuine passion for providing the best service to our clients worldwide.

New 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. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/