Service Desk Engineer L2

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 we’re looking for

While being on top of your game technically is obviously an essential attribute for this role, we are also looking for someone who has the following:

• At least 1 year experience working in an MSP environment as a Service Desk Engineer L2
• College level/diploma/degree in Information technology, Computer Science/Engineer, and other related courses.
• Technical certifications in Microsoft, Cisco, FortiGate, CompTIA A+ are preferred but not required. 
• With stable internet and backup at home with at least 50MBPS.
• Has optimal work-from-home environment with a workspace that is resistant to noise disturbances.
• Candidate must have good track record in punctuality and schedule adherence.

Technical Skills:

• Proficiency in troubleshooting hardware and software issues.
• Advance knowledge of operating systems such as Windows and Mac OS
• Understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN.
• Ability to troubleshoot network connectivity and security issues.
• Familiarity with remote desktop support tools for efficient troubleshooting
• Experience in processing onboarding and offboarding users in Microsoft 365 services
• Capable in providing support for a range of applications and enterprise software solutions (e.g., Microsoft Office 365, collaboration tools).
• Proficiency in troubleshooting and managing virtual machines in various virtualization environments, such as ESXi and VMware solutions.
• Knowledge in Windows Server environment, roles, and features.
• Knowledge in managing Microsoft Azure, Intune, and other Microsoft 365 services

Soft skills:

• Strong problem-solving and probing skills to address user concerns effectively.
• Ability to provide clear instructions to users over the phone.
• Capable of consistently maintaining a professional demeanor, even during challenging interaction with customers
• Willingness to collaborate with team members to resolve complex issues.
• Ability to work effectively in a team environment.
• Flexibility to handle a variety of tasks and responsibilities.
• Effective time management skills to handle tickets and meet service level requirements.

What to Expect in the Role

This role is for client specific only which include but are not limited to the following duties and responsibilities:

• Provide second-level technical support for hardware, software, and services offered to our client
• Contribute to the development and improvement of service desk processes and documentation
• Managing and taking ownership of service requests and incident tickets, ensuring adherence to service level agreements (SLAs) 
• Resolving technical issues reported by users via various channels such as phone, email, or ticketing system.
• Providing technical assistance and guidance to users regarding hardware, software, and network-related problems.
• Performing basic hardware diagnostics, repairs, upgrades, and replacements, as necessary.
• Installing, configuring, and troubleshooting software applications and operating systems.
• Liaising with other IT teams and vendors to escalate complex issues and coordinate resolution efforts.
• Maintaining accurate records of support activities, resolutions, and configurations for future reference and knowledge sharing.
• Following established ITIL or organizational protocols for incident, problem, and change management to ensure consistency and compliance.
• Being responsible in user onboarding and offboarding in active directory and Microsoft 365.

Work Schedule/Set-Up 

• Day shift (AU time zone)
• Remote

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