Entry Level Support Engineer

About New Era Technology

New Era Technology is driven by a People First philosophy, emphasizing empowerment, growth, and inclusivity across a global workforce of over 3,000 professionals. Our aim is to connect people, places, and information securely by delivering comprehensive technology solutions at scale. Join a collaborative and learning-oriented environment where your development is prioritized alongside industry-certified experts, competitive benefits, and a culture that fosters exceptional customer service.

Role Overview

As a Support Engineer based in Hamilton and supporting various client sites within the education sector, you will serve as the initial contact point for IT-related concerns. Your role involves troubleshooting and providing technical support through face-to-face interactions and a ticketing system, communicating effectively with non-technical users, and coordinating with teams to solve complex issues. The role requires local travel within the Hamilton area, so adaptability is key. Work schedule spans Monday to Thursday for eight hours per day and Friday for six hours, totaling 38 weekly hours. Daily timesheet completion with attention to detail is mandatory. No company vehicle is provided.

Key Responsibilities

• Address client technical queries and support requests through phone, email, and chat.
• Identify and resolve technical problems reported by clients promptly.
• Record and manage client issues using the ticketing platform.
• Escalate unresolved matters to relevant teams and monitor progress till resolution.
• Maintain current knowledge of product updates and industry developments for effective assistance.

Preferred Technical Experience

• Hands-on experience supporting Windows 11 operating systems.
• Familiarity with Windows Server 2022 environments.
• Knowledge of Azure Active Directory administration.
• Experience with FortiGate firewalls and network security.
• Networking skills with switches from Ruckus, HP, and Allied Telesis.
• Wireless solutions expertise including Ruckus, Aruba/HP, Aerohive products.
• Ability to support printers and copiers troubleshooting.

Additional Requirements

• Applicants must be New Zealand citizens or permanent residents.
• Possession of a New Zealand Full or Restricted Driver's License is required.

Benefits Provided

• A collaborative team atmosphere backed by a robust technical support structure.
• Access to cutting-edge IT technologies and resources.
• Career advancement opportunities for high achievers.
• Certification bonus incentives encouraging continuous learning.
• Employee Assistance Program offering three complimentary sessions annually.
• Discounted pricing on products through supplier partnerships.
• Referral bonus programs to reward employee recommendations.
• Special projects and training options available during school holidays.

Important Policies

New Era Technology is committed to protecting your personal data and ensuring your privacy across all interactions. We do not charge candidates any fees during the recruitment process. Official communications will only come from recognized company channels with the @neweratech.com domain. Beware of scams requesting payments for training, certification, or equipment. Suspected fraud should be reported immediately via privacy@neweratech.com.