Support Engineer (Level 2)

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.

Join Our Team as a Support Engineer Level 2 – Where Your Expertise Powers Innovation

What is the role 

Monday - Friday 40 hour working week. 

Based on site in the education sector we're looking for a skilled and proactive Support Engineer Level 2 to help bridge the gap between our Support and Systems Engineering teams. In this role, you'll handle advanced technical issues, contribute to system design and implementation, and help keep our clients' IT environments running smoothly. If you're someone who enjoys solving complex problems, working on infrastructure projects, and making a real impact, we'd love to hear from you.

Responsibilities:

• Advanced Technical Support experience

• Provide remote and onsite support for complex technical issues related to client networks, systems, and installations. 

• Diagnose, troubleshoot, and resolve hardware, software, and network system faults. 

• Escalate unresolved issues to Systems Engineers or other relevant teams as necessary. 

• System Implementation and Maintenance: 

• Assist in the configuration, deployment, and maintenance of PC and server hardware, as well as peripheral network equipment. 

• Plan, schedule, and implement network hardware and software maintenance requirements and upgrades. 

• Monitor and review system performance, ensuring optimal performance and reliability. 

• Project Participation: 

• Contribute to client projects by providing technical expertise and support. 

• Work with end users to understand technical requirements and deliver solutions that meet their needs. 

• Develop and maintain technical procedure and system documentation for supported environments. 

• Security and Compliance: 

• Ensure the security and privacy of client systems and information. 

• Implement and maintain IT security measures in line with industry best practices. 

• Client Communication and Relationship Management: 

• Communicate effectively with stakeholders at all levels of the organization. 

• Develop and maintain positive relationships with clients, ensuring high levels of client satisfaction. 

• Continuous Learning and Development: 

• Maintain and develop broad, high-level technical knowledge and skills across technologies deployed by the organization. 

• Participate in internal and external training courses to stay updated with the latest technologies and industry trends.

Please note that this is a general description. 

Desirable: 

• Degree in IT or related field, or equivalent hands-on experience
• Certifications from vendors like Fortinet, Cisco, Microsoft, VMware, etc.
• Strong knowledge of hardware, OS, and virtualization technologies
• Proficient in Windows Server, Active Directory, DNS, Exchange, and Office 365
• Solid understanding of networking (TCP/IP), cloud platforms, and IT security
• Experience managing networks and firewall configurations
• Excellent troubleshooting, documentation, and communication skills
• Client-focused, analytical, and able to manage multiple priorities
• Self-driven with a proactive approach to learning and problem-solving
• Must be a New Zealand Citizen or hold permanent residency
• Must have a New Zealand Driver's License (Full or Restricted)  

Who we are looking for 

• Someone who is passionate about IT
• Someone who is technically skilled and solutions-driven professional who thrives in a fast-paced environment. 

What we offer

• A friendly team environment with a strong technical support network. 
• Opportunity to work with the IT industry's latest technologies.
• Internal career growth for high performers and IT super-stars.
• An opportunity to earn while you learn. 

What we do

New Era is a global IT integrator delivering Managed Services, Collaboration, Cloud, Data Networking, Security and Corporate AV Solutions to more than 12,000+ customers. Operating in 70+ locations worldwide New Era brings our clients an unparalleled understanding of IT solutions.

Who we are

New Era promotes a culture of continued development, both personal and professional. If this resonates with you, there is an opportunity join New Era Technology’s growing team of highly skilled and industry-certified professionals. We are looking for new team members who showcase our core values of community, integrity, agility and commitment. In New Zealand New Era Technology is 24 years young. Nationally, we are the largest educationally focused, IT solutions and support provider. We provide strategic consultancy, design, implementation, and support services to schools across New Zealand.  

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”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/