Senior IT Support Engineer (Escalations) - Onsite & Remote

neweratech; Dunedin; On-site; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Certification Bonus Program

EAP Program

Referral Bonus Initiative

School holiday - Projects and Training

Cost price on products

Job summary

New Era Technology is seeking a Support Engineer Level 2 (Escalations) to provide advanced technical support across client IT environments in Dunedin. The role includes travel to multiple client sites, working within the education sector, and collaboration with Service Desk, Support Engineers, and Systems Engineers.

Must be a NZ citizen or permanent resident with a NZ Driver's License. The position is a 40 hour week, with opportunities to grow through projects and mentoring of junior staff.

Qualifications

• Experience in Level 2 Support, Service Desk, or Systems Engineering.
• Relevant IT qualifications or certifications (Microsoft, CompTIA or similar).
• Strong knowledge of Windows Server, AD, Microsoft 365, and virtualization.

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.

Skills

Troubleshooting

Communication skills

Documentation skills

Team player

Education

IT certifications (Microsoft, CompTIA)

Tools

Windows Server

Active Directory

Microsoft 365

Virtualization

Job description

New Era Technology is seeking a Support Engineer Level 2 (Escalations) to provide advanced technical support across client IT environments in Dunedin. The role includes travel to multiple client sites, working within the education sector, and collaboration with Service Desk, Support Engineers, and Systems Engineers.

Must be a NZ citizen or permanent resident with a NZ Driver's License. The position is a 40 hour week, with opportunities to grow through projects and mentoring of junior staff.