Senior IT Support Engineer — Escalations & Mentoring

neweratechnz; Dunedin; On-site; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Friendly team environment

Access to latest technologies

Internal career growth

Certification Bonus Program

EAP program - Raise three freeSessions

Discount on products from suppliers

Referral Bonus Initiative

School holiday projects and training

Job summary

New Era Technology is seeking an experienced Level 2 Support Engineer to provide advanced technical support and escalation management across client IT environments in Dunedin. The role involves travel to multiple client sites, coordination with Service Desk and Systems Engineers, and mentoring junior staff.

A NZ driver’s license and eligibility to work in NZ are required. You will ensure SLA commitments, contribute to project rollouts, and help maintain secure, reliable IT facilities while

Qualifications

• Previous experience in a Level 2 Support, Service Desk, or Systems Engineering role.
• Relevant IT qualifications and/or industry certifications (Microsoft, CompTIA, or similar).
• Strong knowledge of Windows Server, Active Directory, Microsoft 365, and virtualization technologies.
• Experience supporting networking environments, including TCP/IP, firewalls, and cloud services.
• Excellent communication skills with a customer-focused approach.
• Well organised, proactive, and able to manage competing priorities.

Responsibilities

• Provide remote and onsite support for complex IT issues across client environments.
• Troubleshoot and resolve hardware, software, network, and infrastructure incidents.
• Manage escalated support requests through to resolution while meeting SLA targets.
• Support the deployment, maintenance, and optimisation of desktops, servers, and network infrastructure.
• 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 and knowledge.

Job description

New Era Technology is seeking an experienced Level 2 Support Engineer to provide advanced technical support and escalation management across client IT environments in Dunedin. The role involves travel to multiple client sites, coordination with Service Desk and Systems Engineers, and mentoring junior staff.

A NZ driver’s license and eligibility to work in NZ are required. You will ensure SLA commitments, contribute to project rollouts, and help maintain secure, reliable IT facilities while