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Service Desk Engineer at New Era Technology NZ

Queensland, Queensland, Australia -

Full Time

Start Date

Immediate

Expiry Date

04 Dec, 26

Salary

0.0

Posted On

05 Sep, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Information Technology & Services

Description

Provide first-line technical support via phone, and a ticketing system for Level 1 IT issues.
Log, categorize, prioritize, 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).
Troubleshoot and resolve issues related to desktop/laptop hardware & software (Windows/macOS, Office 365, printers, peripherals).
Troubleshoot and resolve issues related to basic network issues (Wi-Fi, VPN, DNS, DHCP).
Troubleshoot and resolve issues related to 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 clear, professional communication with end-users and set resolution expectations.
Perform basic Active Directory & Microsoft 365 admin tasks.
Contribute to process improvements and knowledge sharing within the team.

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Responsibilities