{"id":1148540,"url":"https://alion.io/job/new-era-technology-service-desk-engineer-3","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":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brisbane, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":30000,"max_usd":77000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":321},"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":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Azure","optional":true},{"name":"ITIL","optional":true},{"name":"Microsoft Entra ID","optional":true}],"status":"live","first_seen_at":"2026-09-23T16:00:16Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T13:44:44Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"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\nBe one of our talented Service Desk Engineers! \nWhat is the role \nThis is a full-time, 38-hour per week and onsite role in our Brisbane office. \nAs a Service Desk Engineer, you will be responsible for providing technical administration of automated monitoring services, and support both internal and external clients through answering, logging and troubleshooting incidents in an expedient, professional manner while developing relationships through outstanding client service. \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: \nUser account management (password resets, unlocks, access requests). \nDesktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals). \nBasic network issues (Wi-Fi, VPN, DNS, DHCP). \nCommon 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. \nFollow knowledge base articles (KBAs) and update IT Glue documentation as needed. \nAssistwith client onboarding/offboarding (user setup, remote equipment provisioning). \nPerform basic Active Directory & Microsoft 365 admin tasks. \nUse remote support tools (TeamViewer, RMM, Screen Connect) to assistusers. \nAdhere to IT security policies and report potential risks (phishing, malware). \nContribute to process improvements and knowledge sharing within the team. \nWho we are looking for \nThe 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. \nA successful candidate for the role needs to have: \nMinimum 1 year experience in a Service Desk, Helpdesk, Technical Support, or Customer Service role. \nStrong customer service and communication skills with a professional phone manner. \nBasic troubleshooting skills across Windows desktops, Microsoft 365, printers, and common business applications. \nFundamental understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN. \nAbility to follow processes, manage priorities, and maintain accurate ticket records. \nStrong problem-solving skills and a willingness to learn. \nAbility to work collaboratively within a team environment. \nCurrent Australian driver's license. \nCertificate IV in Information Technology (or currently studying) is desirable. \nRecent IT graduates or candidates working towards industry certifications will be considered. \nMicrosoft Fundamentals, CompTIA A+, or ITIL Foundation certifications are highly regarded but not essential. \nPrevious experience in an MSP environment is advantageous. \nExposure to ConnectWise, Autotask, or other ticketing systems is beneficial. \nFamiliarity with Microsoft 365 administration. \nExposure to Azure, Intune, or Entra ID. \nExperience using remote support tools. \nUnderstanding of backup, endpoint security, and monitoring concepts. \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 \nBonuses and incentives for upskilling \nComprehensive Employer Assistance Program \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":5723,"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","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology"],"lifecycle":[{"event":"open","at":"2026-09-23T16:36:08Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":25,"reasons":["conf:0","stale_co","velocity","win:early","comp:junior"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/new-era-technology-service-desk-engineer-3","json_url":"https://alion.io/job/new-era-technology-service-desk-engineer-3.json","meta":{"generated_at":"2026-09-24T14:41:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}