Service Desk Engineer

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 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. Driven by values like Community, Integrity, Agility, and Commitment, 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. Apply today and help us shape the future of work—together.

This is a full-time, 38‑hour per week, onsite role in our Newcastle office with possible remote days on occasion.

As a Service Desk Engineer, you will provide technical administration of automated monitoring services, support both internal and external clients through answering, logging, and troubleshooting incidents in an expedient, professional manner, while developing relationships through outstanding client service.

• 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 Connect Wise/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 clear, 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 (Team Viewer, 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.

The ideal candidate will possess a solid technical background and practical experience in IT support, along with the following key skills and qualifications:

• 1+ years’ experience in a Service Desk Engineer role.
• Service Desk Operations proficiency – understanding how a Service Desk functions.
• Strong communication and customer service skills.
• Performance Management – ensuring tickets are processed within SLA.
• Proficient in troubleshooting hardware, software, and networks.
• Familiar with Windows, macOS, Office 365, Google Workspace.
• Knowledge of ITIL processes, ticketing systems, remote support tools.
• Knowledge in networking and security awareness.
• Team player with initiative, attention to detail, and eagerness to learn.
• Certifications:
  
  ITIL 4, CompTIA A+/Network+, Microsoft 365 is a plus.

• A friendly team environment with a strong 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.
• Referral bonus.

New Era Technology, Inc., 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 . If you suspect fraudulent activity, please contact us immediately at