Entry Level Support Engineer

New Era Technology; Auckland; On-site; NZD 48,000 - 64,000; Full time

Benefits offered by this job

Certification Bonus Program

EAP Program – Three free sessions per

Cost price on products from suppliers

Referral Bonus Initiative

School holiday – Projects and Training

Job summary

New Era Technology is seeking an IT Helpdesk Assistant to provide on-site first-line support at client sites in Northcote, Auckland. You will manage face-to-face interactions and the ticket board while delivering excellent customer service and prioritizing technical issues.

The role requires NZ Citizenship or permanent residency and a NZ Driver's License, with local travel across sites. You will collaborate with cross-functional teams and grow through our Certification Bonus Program and training

Qualifications

• 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.

Skills

Customer support

Communication

Attention to detail

Tools

Ticketing system

Job description

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 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. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — 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.

What is the role

Monday - Thursday 8 hours daily; Friday 6 hours – 38 hours weekly

Based on-site on our client sites in Northcote 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. As part of your responsibilities, you'll complete daily timesheets, which require strong attention to detail. This role involves local travel across sites, so flexibility is important. 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 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, LLC., 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/