Service Desk Engineer (Entry Level)

New Era Technology; Auckland; Vor Ort; NZD 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Certification Bonus Program

EAP Program — Three free sessions per年

Referral Bonus Initiative

Project Training Opportunities

Discount on supplier products

Zusammenfassung

New Era Technology in Auckland is seeking a client-focused IT Help Desk Technician to join our Newmarket team. You will respond to client calls, diagnose network and systems issues, and work to resolution or escalation while logging incidents and maintaining timesheets.

The role requires knowledge of Microsoft systems, LAN/WAN networking, and strong troubleshooting. NZ citizenship or permanent residency and a valid NZ driver's license are required; certifications such as CCNA or Microsoft are

Qualifikationen

• Strong troubleshooting and diagnostic skills.
• Good understanding of Microsoft systems and networking.
• Excellent communication and customer service skills.
• Self-motivated, organized, and able to manage multiple priorities.
• Willingness to learn and work in a team.
• NZ citizenship or permanent residency and NZ driver's license.

Aufgaben

• Monitor and support LAN, WAN, and other network services to ensure optimal performance.
• Manage and report on client backup systems, including investigating and resolving failed backups.
• Provide technical support to clients via phone, email, and ticketing systems.
• Troubleshoot and resolve incidents and service requests within SLA requirements.
• Assist with IT installations, hardware configuration, and deployment of PCs, servers, and network equipment.
• Maintain accurate documentation and update tickets regularly in ConnectWise.
• Escalate complex issues when required and collaborate with internal teams to achieve timely resolutions.
• Liaise with clients regarding support requirements and out-of-scope work.
• Contribute to the development and maintenance of technical procedures and documentation.
• Perform other related duties as required.

Kenntnisse

Microsoft systems

Networking

LAN/WAN

Troubleshooting

Customer service

Communication skills

Time management

Team player

Tools

ConnectWise

Jobbeschreibung

Monday - Friday38 hours working week.
Shifts:Monday 07:30 - 4:00and Tuesday through Friday 7:30 - 3:30

Based at our Newmarket, Auckland office and supporting clients within the education sector, you’ll be part of a busy technical support environment where customer service is key. Your primary focus will be responding to client calls, diagnosing and troubleshooting technical issues, and working through to resolution or escalation. You’ll also ensure incidents, monitoring activities, and timesheets are accurately recorded and maintained, while building positive relationships with clients and internal stakeholders.

Must be a NZ Citizen or hold permanent residency

Must have a NZ Driver's License (Full or Restricted)

Responsibilities:

Monitor and support LAN, WAN, and other network services to ensure optimal performance.

Manage and report on client backup systems, including investigating and resolving failed backups.

Provide technical support to clients via phone, email, and ticketing systems.

Troubleshoot and resolve incidents and service requests within SLA requirements.

Assist with IT installations, hardware configuration, and deployment of PCs, servers, and network equipment.

Maintain accurate documentation and update tickets regularly in ConnectWise.

Escalate complex issues when required and collaborate with internal teams to achieve timely resolutions.

Liaise with clients regarding support requirements and out-of-scope work.

Contribute to the development and maintenance of technical procedures and documentation.

Perform other related duties as required.

Please note that this is a general description

Good understanding of Microsoft systems, networking, LAN/WAN infrastructure, and internet technologies.

Strong troubleshooting, problem-solving, and diagnostic skills.

Excellent communication and customer service skills.

Self-motivated, organised, and able to manage multiple priorities.

Team-oriented with a proactive approach and willingness to learn.

Relevant industry certifications (CCNA, Microsoft, VMware, Citrix, Fortinet) are advantageous.

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

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.

New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at @neweratech.com .