Service Desk Engineer - IT Support & Networking

neweratechnz; Auckland; On-site; NZD 50,000 - 80,000; Full time

Benefits offered by this job

Friendly team environment

Career growth opportunities

Certification Bonus Program

EAP program — three free sessions/year

Cost price on supplier products

Referral bonus initiative

School holiday projects and training

Job summary

New Era Technology is seeking an IT Support professional to join our Auckland team. You will respond to client calls, diagnose technical issues, and work toward resolution while maintaining incident records and timesheets. The role focuses on LAN/WAN monitoring, backups, and customer-focused service.

You will communicate across teams, support installations, and contribute to documentation. A NZ citizenship or permanent residency is required, and a valid NZ driver’s license is preferred.

Qualifications

• Experience in IT support, service desk or customer support environments.
• 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.

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.

Skills

LAN/WAN

Microsoft systems

Troubleshooting

Customer service

Phone & email support

Tools

VMware

Citrix

Fortinet

CCNA

Job description

New Era Technology is seeking an IT Support professional to join our Auckland team. You will respond to client calls, diagnose technical issues, and work toward resolution while maintaining incident records and timesheets. The role focuses on LAN/WAN monitoring, backups, and customer-focused service.

You will communicate across teams, support installations, and contribute to documentation. A NZ citizenship or permanent residency is required, and a valid NZ driver’s license is preferred.