Entry Level Support Engineer

About New Era Technology

Join New Era Technology, a company with over 3,000 global professionals prioritizing a people-first approach. We are dedicated to creating an inclusive and empowering workspace that fosters your personal and professional growth. Our goal is to securely connect people, locations, and information through comprehensive technology solutions at scale.

Become part of a collaborative culture that values continuous learning and teamwork, working alongside certified experts, gaining ongoing training, and accessing competitive benefits to deliver outstanding IT support.

Role Overview

This is a hands-on opportunity to launch your IT career by providing direct tech support within the education sector at client locations in Kerikeri and Kaitaia. Your role involves being the initial contact for IT concerns, managing a ticketing system and face-to-face assistance, and working a 38-hour week (Monday to Thursday: 8 hours daily; Friday: 6 hours). Travel across the region is required, with a company vehicle provided.

Responsibilities

• Act as the primary contact for client technical inquiries through phone, email, and chat.
• Identify, diagnose, and resolve IT issues reported by clients efficiently.
• Maintain accurate records of client issues in a ticketing platform and track progress.
• Escalate complex or unresolved problems to relevant teams and ensure follow-through until resolved.
• Keep current with product updates and industry developments to offer informed support.
• Complete daily timesheets meticulously, demonstrating attention to detail.

Desired Skills and Knowledge

• Experience supporting Windows 11 and Windows Server 2022 environments.
• Familiarity with Azure Active Directory services.
• Understanding of firewalls, particularly FortiGate products.
• Knowledge of network switching equipment from Ruckus, HP, and Allied Telesis.
• Wireless networking experience with Ruckus, Aruba/HP, or Aerohive devices.
• Ability to support printers and copiers effectively.

Eligibility and Requirements

• Must be a citizen or permanent resident of New Zealand.
• Possession of a valid New Zealand driver's license (full or restricted).

Benefits and Perks

• Supportive team culture with strong technical guidance.
• Exposure to advanced IT tools and technologies.
• Opportunities for career advancement and professional growth.
• Certification Bonus Program allowing you to earn while you learn.
• Employee Assistance Program offering three free counseling sessions annually.
• Discounted prices on supplier products.
• Referral bonus incentives for introducing new talent.
• Special projects and training during school holidays.

Additional Information

New Era Technology emphasizes privacy and ethical hiring practices. Candidates are never asked to pay fees for recruitment, training, or equipment. Official correspondence will only originate from @neweratech.com emails. Suspected fraudulent activities should be reported to privacy@neweratech.com.