Job Description
Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 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. 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.
n
Be one of our talented Service Desk Engineers! What is the role
n
This is a full-time, 38-hour per week and onsite role in our Perth office.
n
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.
n
The following include but may not be limited to the responsibilities of the Service Desk Engineer:
n
n
Provide first-line technical support via phone, and a ticketing system for Level 1 IT issues.
n
Log, categorise, prioritise, and track incidents and service requests in the ticketing tool
n
Troubleshoot and resolve issues related to:



User account management (password resets, unlocks, access requests).
n
Desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).
n
Basic network issues (WiFi, VPN, DNS, DHCP).
n
Common business applications (SaaS tools, email, collaboration software).
n
Escalate complex or unresolved issues to Senior Engineers with detailed notes.
n
Ensure all tickets are resolved or escalated within agreed SLAs.
n
Maintain clear, skilled communication with end-users and set resolution expectations.
n
Follow knowledge base articles and assist to maintain documentation as needed.
n
Assist with client
onboarding/offboarding
(user setup, remote equipment provisioning).
n
Perform basic Active Directory & Microsoft 365 admin tasks.
n
Use remote support tools to assist users.
n
Adhere to IT security policies and report potential risks (phishing, malware).
n
Contribute to process improvements and knowledge sharing within the team.
n
n
Who we are looking for
n
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.
n
A successful candidate for the role needs to have:
n
n
0-2 years' experience in a Service Desk, Helpdesk, Technical Support, or Customer Service role.
n
Strong customer service and communication skills with a professional phone manner.
n
Basic troubleshooting skills across Windows desktops, Microsoft 365, printers, and common business applications.
n
Fundamental understanding of networking concepts, including TCP/IP, DNS, DHCP, WiFi, and VPN.
n
Ability to follow processes, manage priorities, and maintain accurate ticket records.
n
Strong problem-solving skills and a willingness to learn.
n
Ability to work collaboratively within a team environment.
n
Current Australian driver's license.
n
Certificate IV in Information Technology (or currently studying) is desirable.
n
Recent IT graduates or candidates working towards industry certifications will be considered.
n
Microsoft Fundamentals, CompTIA A+, or ITIL Foundation certifications are highly regarded but not essential.
n
Previous experience in an MSP environment is advantageous.
n
Exposure to ConnectWise, Autotask, or other ticketing systems is beneficial.
n
Familiarity with Microsoft 365 administration.
n
Exposure to Azure, Intune, or Entra ID.
n
Experience using remote support tools.
n
Understanding of backup, endpoint security, and monitoring concepts.
n
#J-*****-Ljbffr

📌 Service Desk Engineer (Perth)
🏢 New Era Technology
📍 Perth