Support Engineer L2 (Escalations)

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.

Level up your career by tackling complex challenges and making tech work smarter.

What is the role 

Enjoy a balanced 40-hour work week with consistent 8-hour days from Monday to Friday giving you structure, stability, and time to focus on what matters both at work and beyond. No late night or weekend work calls.

Based on site in New Plymouth and working within the education sector, the primary responsibility of the Support Engineer Level 2 (Escalations) role is to bridge the gap between Support Engineers, Service Desk, and Systems Engineers by providing advanced technical support, ensuring the stability and efficiency of our client systems. This role involves diagnosing and resolving complex technical issues, participating in project activities, and supporting the overall IT infrastructure with a focus on ensuring SLA and service delivery targets are met. It may also require leadership or management of projects and rollouts directing and mentoring individual Support Engineers 

• Must be a NZ Citizen or hold permanent residency
• Must have a NZ Driver's License (Full or Restricted)

Responsibilities:

• Deliver remote and onsite support for complex technical issues.
• Diagnose and resolve hardware, software, and network faults.
• Escalate unresolved issues and manage them through resolution.
• Assist in configuring and maintaining PC/server hardware and network equipment.
• Plan and execute system upgrades and maintenance.
• Monitor system performance for reliability and efficiency.
• Provide technical expertise in client projects.
• Collaborate with users to understand and meet technical needs.
• Document procedures and systems for supported environments.
• Safeguard client systems and data privacy.
• Apply IT security measures aligned with best practices.
• Communicate effectively with stakeholders.
• Build and maintain strong client relationships to ensure satisfaction.
• Expand technical knowledge across deployed technologies.
• Engage in training to stay current with industry trends.

*Please note that this is a general description

Desirable: 

• Strong background in hardware, operating systems, and IT infrastructure
• Experience in technical support or systems engineering
• Skilled in Windows Server, Active Directory, Office 365, and virtualization
• Hands-on with Windows 11, Server 2022, Azure AD, FortiGate firewalls, and various switching/wireless technologies
• Knowledgeable with TCP/IP, cloud platforms, and IT security
• Network and firewall configuration expertise
• Excellent documentation and troubleshooting skills
• Strong communication, client service, and problem-solving abilities
• Organized, proactive, and eager to learn

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 with our Certification Bonus Program
• EAP Program – Raise limited. Three free sessions per year.
• Cost price on products from our suppliers
• Referral Bonus Initiative
• School holiday – Projects and Training opportunities

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/