Entry Level Support Engineer

Join New Era Technology, where People Firstis 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.

Kickstart your IT career with us and gain hands-on experience, work alongside experienced professionals, and build a solid foundation in tech support while making a real impact from day one!

What is the role?

Monday-Thursday, 8 hours daily and Friday, 6 hours daily with some customer site work required.

Based on-site in Albany (North Shore) and working within the education sector, you will be the first point of contact for any IT-related issues. Through face-to-face interactions and managing the ticket board, you’ll deliver excellent customer service, effectively communicate with non-technical users, and prioritize and troubleshoot technical problems. You’ll also collaborate with cross-functional teams to resolve complex issues. This role involves local travel across Albany (North Shore), so flexibility is important. As part of your responsibilities, you’ll complete daily timesheets, which requires strong attention to detail. No company vehicle provided.

• Must be a NZ Citizen or hold permanent residency

• Must have a NZ Driver's License (Full or Restricted)

Responsibilities:

• Respond to client inquiries and provide technical support via various channels (phone, email, chat, etc.)
• Diagnose and troubleshoot technical issues reported by clients.
• Document and track client issues using a ticketing system.
• Escalate unresolved issues to appropriate teams and follow up until resolution.
• Stay up to date with product knowledge and industry trends to provide accurate and timely support.

Please note that this is a general description.

Desirable:

• Practical technical knowledge in supporting and implementing:- Windows 11- Windows Server 2022- Azure Active Directory - Firewalls (FortiGate)- Switching (Ruckus, HP, Allied Telesis)- Wireless (Ruckus, Aruba/HP, Aerohive)- Printers/Copiers

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.