Escalations Engineer II - Onsite Education IT

New Era Technology; Dunedin; Presencial; NZD 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Certification Bonus

EAP Program

Referral Bonus

Cost price on products

School holiday projects

Descripción de la vacante

New Era Technology in Dunedin is seeking a Help Desk Level 2 Escalations Engineer to provide advanced technical support across multiple client sites. You will bridge the gap between Service Desk and Systems Engineers, resolving complex issues, guiding projects, and mentoring junior staff.

You will travel across Dunedin, support desktops, servers, networks, and cloud services, and ensure SLAs are met. A company vehicle may be provided; NZ citizenship or permanent residency is required.

Formación

• Must be NZ Citizen or hold permanent residency.
• Must have NZ Driver's Licence (Full or Restricted).
• Experience in Level 2 Support, Service Desk or Systems Engineering.

Responsabilidades

• Provide remote and onsite support for complex IT issues across client environments.
• Troubleshoot and resolve hardware, software, network, and infrastructure incidents.
• Manage escalated requests through to resolution with SLA targets.
• Support deployment, maintenance, and optimisation of desktops, servers, and network infra.
• Assist with system upgrades, project delivery, and technology rollouts.
• Maintain accurate technical documentation and follow security best practices.
• Build strong client relationships through professional and responsive service.
• Mentor junior engineers and continue developing technical skills.

Conocimientos

Customer focus

Communication skills

Mentoring

Prioritisation

Educación

IT certifications (Microsoft, CompTIA)

Herramientas

Windows Server

Active Directory

Microsoft 365

Virtualisation

Cloud services

Firewalls

Descripción del empleo

New Era Technology in Dunedin is seeking a Help Desk Level 2 Escalations Engineer to provide advanced technical support across multiple client sites. You will bridge the gap between Service Desk and Systems Engineers, resolving complex issues, guiding projects, and mentoring junior staff.

You will travel across Dunedin, support desktops, servers, networks, and cloud services, and ensure SLAs are met. A company vehicle may be provided; NZ citizenship or permanent residency is required.