{"id":246087,"url":"https://alion.io/job/new-era-technology-service-desk-engineer-2","title":"Service Desk Engineer","company":{"id":4303,"name":"New Era Technology","domain":"neweratech.com","url":"https://alion.io/company/new-era-technology","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":10,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-02T22:00:01Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T13:44:44Z","board_verified":true,"closed_at":null,"days_open":21,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":21},"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.\nAt 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.\nIf 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\nWhat is the role \nAs a Service Desk Engineer, you will be responsible for providing 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. This is a full-time role, based from our Newcastle office, working 38 hours per week.\nThe following include but may not be limited to the responsibilities of the Service Desk Engineer:\nProvide first-line technical support via phone, and a ticketing system for Level 1 IT issues.\nLog, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.\nTroubleshoot and resolve issues related to user account management (password resets, unlocks, access requests).\nTroubleshoot and resolve issues related to desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).\nTroubleshoot and resolve issues related to basic network issues (Wi-Fi, VPN, DNS, DHCP).\nTroubleshoot and resolve issues related to common business applications (SaaS tools, email, collaboration software).\nEscalate complex or unresolved issues to Senior Engineers with detailed notes.\nEnsure all tickets are resolved or escalated within agreed SLAs.\nMaintain clear, professional communication with end-users and set resolution expectations.\nPerform basic Active Directory & Microsoft 365 admin tasks.\nContribute to process improvements and knowledge sharing within the team.\nWho we are looking for \nWe are looking for someone who enjoys helping people, communicates clearly, and takes pride in delivering a great customer experience. The successful candidate will bring strong customer service skills, a positive and professional approach, and the ability to listen, troubleshoot and support clients with patience and confidence.\n1+ years’ experience in Service Desk Engineer role\nService Desk Operations Proficiency - understanding how a Service Desk functions\nStrong communication and customer service skill\nPerformance Management - ensuring tickets are processed within SLA.\nProficient in troubleshooting hardware, software, and networks\nFamiliar with Windows, macOS, Office 365, Google Workspace\nKnowledge of ITIL processes, ticketing systems, remote support tools\nKnowledge in networking and security awareness\nTeam player with initiative, attention to detail, and eagerness to learn\nCertifications: ITIL 4, CompTIA A+/Network+, Microsoft 365 is a plus\nWhat we offer\nA friendly team environment with a strong technical support network\nBroad range of options for training and developing your IT skills\nOpportunity to work with the IT industry's latest technologies\nInternal career growth for high performers and IT super-stars\nCost price on products from our suppliers\nLunches and snacks provided\nGym membership\nComprehensive Employer Assistance Program\nBonuses and incentives for upskilling\nReferral bonus\nNew 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”).\nView our Privacy Policy here https://www.neweratech.com/us/privacy-policy/\nWe 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  .","description_format":"text","description_chars":4848,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Gym membership","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology"],"lifecycle":[{"event":"open","at":"2026-09-18T17:34:37Z"}],"liveness":{"score":33,"band":"fade","label":"Fading","p_open":1,"p_active":0.44,"p_room":0.75,"age_days":21,"expected_fill_days":25,"reasons":["conf:0","stale_co","velocity","win:late","comp:junior"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/new-era-technology-service-desk-engineer-2","json_url":"https://alion.io/job/new-era-technology-service-desk-engineer-2.json","meta":{"generated_at":"2026-09-24T15:20:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}