Service Desk Engineer - Growth & Certification Bonus

New Era Technology; Auckland; On-site; NZD 60,000 - 90,000; Full time

Benefits offered by this job

Certification Bonus Program

EAP Program

Career growth opportunities

Job summary

New Era Technology is seeking a proactive IT Help Desk / Technical Support specialist based in Auckland. You will respond to client calls, diagnose issues, and drive resolutions in a busy environment serving education clients.

A strong focus on customer service, documentation, and teamwork is essential, with opportunities to grow through certifications and training. You'll work 38 hours per week, primarily weekdays, in a collaborative office in Newmarket.

Qualifications

• Experience in IT help desk or technical support.
• Familiar with MS systems and networking.
• Excellent communication and customer service.

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.

Skills

LAN/WAN networking

Customer service

Troubleshooting

Documentation

Communication

Teamwork

Self-motivated

Education

CCNA or equivalent certification

Microsoft certifications (optional)

Tools

ConnectWise

Networking hardware

Job description

New Era Technology is seeking a proactive IT Help Desk / Technical Support specialist based in Auckland. You will respond to client calls, diagnose issues, and drive resolutions in a busy environment serving education clients.

A strong focus on customer service, documentation, and teamwork is essential, with opportunities to grow through certifications and training. You'll work 38 hours per week, primarily weekdays, in a collaborative office in Newmarket.