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, Current Era is the place for you.

What is the role

This is a full‑time, 38‑hour per week and onsite role in our Brisbane office.

- Provide first‑line technical support via phone, and a ticketing system for Level 1 IT issues.
- Log, categorise, prioritise, 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 transparent, 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 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 workplace.

- Minimum 1 year experience in a Service Desk, Helpdesk, Technical Support, or Customer Service role.
- Strong customer service and communication skills with a skilled phone manner.
- Basic troubleshooting skills across Windows desktops, Microsoft 365, printers, and common business applications.
- Fundamental understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi‑Fi, and VPN.
- Ability to follow processes, manage priorities, and maintain accurate ticket records.
- Strong problem‑solving skills and a willingness to learn.
- Ability to work collaboratively within a team environment.
- Certificate IV in Information Technology (or currently studying) is desirable.
- Recent IT graduates or candidates working towards industry certifications will be considered.
- Microsoft Fundamentals, CompTIA A+, or ITIL Foundation certifications are highly regarded but not essential.




- Previous experience in an MSP environment is advantageous.
- Exposure to ConnectWise, Autotask, or other ticketing systems is beneficial.
- Familiarity with Microsoft 365 administration.
- Exposure to Azure, Intune, or Entra ID.
- Experience using remote support tools.
- Understanding of backup, endpoint security, and monitoring concepts.

What we offer

- A friendly team environment with a robust technical support network
- Broad range of options for training and developing your IT skills
- Opportunity to work with the IT industry's latest technologies
- Internal career growth for high performers and IT super‑stars
- Cost price on products from our suppliers
- Lunches and snacks provided
- Bonuses and incentives for upskilling
- Referral bonus

New Era Technology, LLC., 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”).

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com . If you suspect fraudulent activity, please contact us immediately at .

4217 Main Beach TechConnect IT Solutions PTY

Job Description

Are you a proactive problem‑solver with a passion for delivering exceptional customer service? Do you thrive in a fast‑paced environment where your attention to detail and communication skills make a real impact?

We’re looking for an experienced Service Desk Coordinator to join our dynamic and supportive team. In this role, you’ll be the first point of contact for our customers, helping to process issues efficiently and professionally. You’ll play a key role in ensuring service excellence, managing support tickets, and contributing to a positive customer experience.

This is more than just a coordination role—it’s an opportunity to take ownership, grow your skills, and be part of a team that values collaboration, initiative, and continuous improvement.

What You’ll Do

- Be the friendly and professional first point of contact for customer support requests via phone, email, and ticketing system.
- Accurately log, triage, and assign service requests based on priority, impact, and SLA requirements.
- Monitor and manage ticket queues, ensuring timely resolution and escalation of high‑priority issues.
- Communicate clearly and empathetically with customers, keeping them informed throughout the support process.
- Collaborate with engineers, service partners,



and internal teams to ensure smooth job progression and closure.
- Identify and record chargeable work, supporting accurate invoicing and contract compliance.
- Contribute to a culture of service excellence by continuously improving processes and sharing insights.
- Opportunity to join our on‑call roster.

What You’ll Bring

- Demonstrated ability to take ownership of tasks and see them through to resolution.
- Strong communication skills and a professional, customer‑focused approach.
- High attention to detail and a commitment to accuracy in documentation.
- A positive, team‑oriented attitude with the ability to work independently when needed.
- Familiarity with ticketing systems and service management tools.
- Flexibility to work early and late shifts as part of a rotating schedule.

Why Join Us?

- Be part of a well‑established, friendly team that values your input and supports your growth.
- Work in a role where your contributions are visible and valued.
- Enjoy a collaborative culture that encourages innovation and continuous improvement.
- Access opportunities for professional development and career progression.

Ideally, you will be Brisbane based, however other locations will be considered. Work From Home available.

About the latest Hybrid service desk engineer gold coast Jobs in Queensland!

Experienced Team Leader with inbound call centre experience to manage a team of up to 18 agents/team members.

The Service Desk provides support to inbound calls, so some technical skills are helpful, however it’s more about ticking the following boxes:

- Effective team leadership and guidance
- Proficiency in reporting utilising appropriate tools
- Effective and timely problem resolution
- Implementing process improvement
- Performance analysis and reporting
- KPI’s are successfully met
- Skills to communicate effectively across all stakeholders

Although this is a contract role, it is an exciting opportunity (for the right candidate) to potentially further their career working within a fast‑paced environment, for a well‑established and renowned company that has much to offer.

4 weeks training is provided; however, we expect you will have the relevant background, you will have “Right to Work” documentation. Please apply now if you think you qualify.

Interviewing now! This is an urgent requirement starting 21 st of June.
Please APPLY online, or email or call

What you need to succeed

- Completed or currently studying for an IT degree, diploma or similar qualification.
- A basic understanding of Windows and Microsoft environments.
- An interest in IT support and troubleshooting.
- Strong communication and customer service skills.
- A willingness to learn and develop your technical skills.
- The ability to work on‑site in Townsville.
- Flexibility to work across the required shift roster.

What you will get in return

This is a great opportunity to build real‑world IT experience within a large enterprise environment, while learning from an established support team. You’ll receive:

- Up to $37.50 per hour + super
- Hands‑on enterprise IT experience
- Structured training and development
- Exposure to a large‑scale operational environment
- The opportunity to increase your hours as you become established in the role

Salary

$80,000 - $90,000 + superannuation, based on experience

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📌 Hybrid Service Desk Engineer – Gold Coast (City of Gold Coast)
🏢 EFEX
📍 City of Gold Coast