Entry Level Support Engineer

New Era Technology; Napier; On-site; NZD 42,000 - 60,000; Full time

Benefits offered by this job

Certification Bonus Program

EAP Program – Raise limited. Three reE

Cost price on products from our agents

Referral Bonus Initiative

School holiday – Projects and Training

Job summary

New Era Technology in Napier is seeking an entry-level IT Helpdesk Technician to join our on-site education sector team. You’ll be the first point of contact for IT issues, delivering friendly, clear support to staff and students.

This role is 38 hours weekly (Mon-Thu 8 hours, Fri 6 hours) on-site at client sites. You’ll troubleshoot problems, manage tickets, document steps, and collaborate with cross-functional teams to resolve issues.

Qualifications

• Must be NZ citizen or permanent resident.
• Must have NZ Driver's License (Full or Restricted).

Responsibilities

• Respond to client inquiries and provide technical support via various channels.
• 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 service

Technical support

Ticketing

Communication

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.

Are you passionate about IT and want to kick off your professional career?

What is the role

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

Based on-site on our client sites in Napier 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. No company vehicle is 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