Entry Level Support Engineer

New Era Technology; Palmerston North; On-site; NZD 50,000 - 65,000; Full time

Benefits offered by this job

Friendly team environment

Career growth opportunities

Certification Bonus Program

EAP program — three free sessions per年

Supplier/product discounts

Job summary

New Era Technology is seeking an on-site IT support specialist to join our Palmerston North team. You will be the first point of contact for IT issues at client sites, delivering face-to-face support and handling the ticketing workflow.

You will diagnose and resolve a range of technical problems, communicating clearly with non-technical users and coordinating with cross-functional teams. A company vehicle is provided for travel between sites.

Qualifications

• Must be a NZ Citizen or hold permanent residency.
• Must have a NZ Driver's License (Full or Restricted).
• Strong communication and problem-solving skills required.

Responsibilities

• Respond to client inquiries and provide technical support via phone, email, chat, and in person.
• 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

IT troubleshooting

Face-to-face support

Tools

Windows 11

Windows Server 2022

Azure Active Directory

FortiGate Firewalls

Network switching

Wireless networking

Printers/Copiers

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

Based on-site on our client sites in Palmerston North 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. Company vehicle provided for use during scheduled work where travel is required.

• 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.

• 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