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.

What is the role? 

The primary responsibility of this role is to provide technical administration of automated monitoring services, and supporting both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service.

Duties and Responsibilities

• Administration and monitoring of network services including Local Area Networks (LAN), Wide Area Networks (WAN), and other service monitoring systems

• Preparing and reporting on the status of client’s backups on a daily basis

• Investigating Failed Backups and resolving technical issues

• Responding to phone and email tickets in a prompt and professional manner

• Providing technical support to clients, including monitoring incoming queries and investigating issues to determine the nature of the problem, and establishing appropriate priority when logging tickets 

• Responding to incidences and assigned problems to meet SLA requirements

• Providing remedial network support

• Providing client support for IT installations 

• Undertaking the initial configuration of PC and Server hardware as well as peripheral network equipment 

• Testing, repairing and upgrading hardware and associated network equipment

• Planning, scheduling and implementing network hardware and software maintenance requirements and upgrades

• Liaising with clients to ensure out of scope items are billed appropriately 

• Documenting all activity through Connectwise/Autotask regularly throughout the day

• Escalating issues that are not resolved in accordance with internal SLA 

• Developing and maintaining procedures and documentation as they apply 

• Other related duties as required

• Will be working onsite 5 days a week (Newcastle Office) 

Who we are looking for

• 1-year previous client support experience 

• Understanding of computer, network and Internet technologies

• Sound understanding of LAN & WAN networks including Routers, Modem and RF devices

• Experience with Microsoft operating systems

• Some networking skills 

• Sound logical diagnostic ability

• Good interpersonal skills with the ability to communicate with people at all levels, technical and non-technical staff 

• Excellent written and verbal communication skills

• A friendly and client-focussed attitude  

• Energetic, autonomous and self-motivated

• Demonstrates initiative

• Strong analytical, conceptual and problem-solving skills

• High level of attention to detail

• Ability to prioritise multiple actions and manage conflicting demands

• Ability to work as part of a team

• Willingness to learn with an active interest in maintaining personal technical skills and knowledge

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