Technical Team Leader

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.

What is the role 

As the Technical Team Lead, you’ll play a pivotal role in providing leadership to an allocated technical team, ensuring client satisfaction and service levels and performance targets are met, while an optimal allocation of resources to workload and a high level of morale is maintained. Also, serving as the technical escalation point and providing hands on technical support for clients will also be an important part of this role. 

Who we are looking for

While being on top of your game is important, we are looking for someone who has the following:

• Knowledge of routing protocols, including BGP and OSPF desirable.
• Strong troubleshooting and analytical problem-solving capabilities.
• Experience with Fortinet firewalls
• A strong client focus 
• Excellent communication and interpersonal skills 
• Ability to multitask and prioritise
• Well-developed problem-solving skills with the ability to think laterally
• Client focused attitude
• Ability to share knowledge
• Proactive and self-motivated
• Positive, proactive and professional approach
• Commitment to excellence, innovation and continuous improvement
• Tertiary qualifications or relevant vendor certifications are desirable.

What to Expect in the role

• Providing leadership, guidance and support to the team
• Coordinating the day-to-day activities of the team
• Participation in the on-call roster 
• Setting and managing all scheduling and rostering of the team 
• Ensuring optional resourcing of activities with consideration of team priorities, available resources and team member skill sets
• Providing an escalation point for the team members
• Provide ongoing feedback and mentorship to team members, encouraging continuous improvement
• Identifying training needs and providing coaching or assisting the Regional Manager with the performance management process where required
• Working with the Regional Manager on the recruitment, onboarding and exit processes for team members 
• Performing all leave approvals, ensuring adequate resourcing and management of leave balances for technical team
• Ensuring quality services are consistently provided by the team
• Having an understanding of the SLA requirements to ensure delivery of the required service and appropriate escalation
• Ensuring operational procedures are continually updated and maintained
• Ensuring adequate communication with key stakeholders on status and progress of jobs and requirements
• Working with the Pre Sales team to develop solution recommendations and design 
• Ensuring your teams tickets and timesheets remain up to date and on track
• Performing final review of labour tickets to ensure compliance with billing standards
• Participating in service and project work
• Providing remote, after hours and onsite maintenance, problem resolution and technical services
• Delivering client satisfaction through the provision of a high level of client service and professionalism both personally and as a team
• Developing and nurturing positive client relationships to maintain and build business opportunities
• Ensuring effective communication both within the team and across the organisation
• Ensuring staff carry out their duties in accordance with WHS policies and procedures
• Office attendance required
• Other related duties as required

 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 
• Bonuses and incentives for upskilling 
• Comprehensive Employee Assistance Program

What we do 

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 20, 000 customers worldwide.

 Who we are

New Era promotes a culture of continued development, both personal and professional. As a team member, you will receive competitive benefits, industry training, and certifications. We are team-oriented and have a positive environment filled with incredible staff, who have a genuine passion for providing the best service to our clients worldwide. We believe that investing in our employees is the key to professional growth and setting the standard for excellence in our field. We are looking for new team members who showcase our core values of community, integrity, agility and commitment. If this resonates with you, there is an opportunity join New Era Technology’s growing team of highly skilled and industry-certified professionals. 

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