Support Engineer

Responsibilities

• Serve as the first point of contact for IT-related issues on an education-sector client site
• Provide technical support via phone, email, chat, and face-to-face interaction
• Diagnose, troubleshoot, and prioritize technical issues for non-technical users
• Document and track client issues using a ticketing system
• Escalate unresolved issues to appropriate teams and follow through to resolution
• Complete daily timesheets with attention to detail

Requirements

• NZ citizenship or permanent residency
• Valid NZ Driver's License (Full or Restricted)
• Ability to communicate technical concepts to non-technical people
• Strong customer service and prioritization skills

Preferred Qualifications

• Practical knowledge of Windows 11 and Windows Server 2022
• Experience with Azure Active Directory
• Familiarity with FortiGate firewalls
• Networking experience with Ruckus, HP, Allied Telesis, Aruba, or Aerohive
• Printer and copier support experience

Benefits

• Friendly team environment with strong technical support network
• Access to latest IT technologies and continuous training
• Internal career growth opportunities for high performers
• Certification Bonus Program
• Employee Assistance Program (three free sessions per year)
• Cost-price products from suppliers
• Referral Bonus Initiative
• School holiday projects and training opportunities

About the Company

New Era Technology is a global team of over 3,000 professionals focused on securely connecting people, places, and information with end-to-end technology solutions at scale. The company fosters a team-oriented culture that prioritizes personal and professional development, continuous learning, and collaboration.