At a Glance
- Tasks: Provide top-notch technical support and troubleshoot IT issues for clients.
- Company: Join New Era Technology, a people-first company with a global team.
- Benefits: Enjoy competitive pay, training opportunities, gym membership, and snacks.
- Other info: Dynamic team culture with internal growth opportunities and the latest tech.
- Why this job: Make a real impact in a supportive environment while growing your IT skills.
- Qualifications: 1+ years in a Service Desk role with strong customer service skills.
The predicted salary is between 31500 - 38500 £ per year.
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, New Era is the place for you.
What is the role
As 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.
The following include but may not be limited to the responsibilities of the Service Desk Engineer:
- 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).
- Troubleshoot and resolve issues related to desktop/laptop hardware & software (Windows/mac OS, 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 (Saa S 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.
Who we are looking for
We 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.
- 1+ years’ experience in Service Desk Engineer role
- Service Desk Operations Proficiency – understanding how a Service Desk functions
- Strong communication and customer service skill
- Performance Management – ensuring tickets are processed within SLA.
- Proficient in troubleshooting hardware, software, and networks
- Familiar with Windows, mac OS, 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, Comp TIA A+/Network+, Microsoft 365 is a plus
What we offer
- 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
- Gym membership
- Comprehensive Employer Assistance Program
- 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”).
View our Privacy Policy here
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
- #J-18808-Ljbffr
Service Desk Engineer employer: New Era Technology
At New Era Technology, we pride ourselves on fostering a People First culture that empowers our employees to thrive in a supportive and collaborative environment. As a Service Desk Engineer based in our Newcastle office, you will benefit from continuous training opportunities, competitive perks, and the chance to work with cutting-edge technology while being part of a friendly team dedicated to exceptional customer service. Join us to grow your career and make a meaningful impact in a company that truly values its people.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what New Era Technology values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges New Era Technology might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at New Era Technology!
✨Direct Apply to New Era Technology
Let's not forget to apply directly through the New Era Technology website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at New Era Technology.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at New Era Technology. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at New Era Technology
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
