Onsite IT Support Engineer - Growth & Certification Track

New Era Technology; Auckland; On-site; NZD 42,000 - 54,000; Full time

Benefits offered by this job

Friendly team

Latest technology

Career growth

Certification bonus

EAP program

Employee discounts

Referral bonus

Holiday projects

Job summary

New Era Technology is seeking a proactive IT helpdesk assistant to be the first point of contact for on-site client IT issues across education sector sites in West Auckland. You will handle face-to-face support and manage ticket queues, ensuring clear communication with non-technical users and timely resolution of problems.

The role requires local travel between sites, a NZ citizenship or permanent residency, and a valid NZ driver's license.

Qualifications

• Must be a NZ Citizen or hold permanent residency.
• Must have a NZ Driver's License (Full or Restricted)
• Experience delivering IT support to non‑technical users is preferred.

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

Technical support

Customer service

Communication

Ticketing software

Windows 11

Tools

FortiGate

Ruckus

HP

Allied Telesis

Aruba

Aerohive

Printers/Copiers

Job description

New Era Technology is seeking a proactive IT helpdesk assistant to be the first point of contact for on-site client IT issues across education sector sites in West Auckland. You will handle face-to-face support and manage ticket queues, ensuring clear communication with non-technical users and timely resolution of problems.

The role requires local travel between sites, a NZ citizenship or permanent residency, and a valid NZ driver's license.