Entry Level Support Engineer

New Era Technology; Franklin; On-site; NZD 52,000 - 78,000; Full time

Benefits offered by this job

Certification bonus

EAP program

Referral bonus

School holiday projects and training

Cost price on products

Job summary

New Era Technology is seeking an IT Helpdesk Support professional to be the first point of contact for client IT-related issues at multiple South Auckland sites within the education sector.

You will handle face-to-face and ticket-based inquiries, triage and troubleshoot issues, and collaborate with cross-functional teams to resolve complex problems. Daily timesheets and local travel are required; no company vehicle provided.

Qualifications

• NZ Citizen or permanent resident required.
• NZ Driver's License (Full or Restricted) required.
• Experience in IT helpdesk/support is preferred.

Responsibilities

• Respond to client inquiries and provide technical support via multiple channels (phone, email, chat).
• 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.

Skills

Technical support

Communication

Team collaboration

Tools

Ticketing system

Windows 11

Azure Active Directory

FortiGate firewall

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.

What is the role

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

Based on-site on our client sites in South Auckland 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 some 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.

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/

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at [e-mail] .