Service Desk Engineer | IT Support & Networking

neweratech; Auckland; On-site; NZD 48,000 - 68,000; Full time

Benefits offered by this job

Certification Bonus Program

EAP Program

Referral Bonus

Job summary

New Era Technology, Auckland, is seeking an IT Support Technician to join a busy client-facing team. You’ll respond to client calls, diagnose and fix technical issues, and document incidents and resolutions. Based at Newmarket office, you’ll support LAN/WAN, backups, and deployments, with SLA-driven service delivery.

Must have NZ citizenship or residency and a valid NZ driver’s license. Training and certification bonuses available.

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

Responsibilities

• Monitor and support LAN, WAN, and other network services to ensure optimal performance.
• Manage and report on client backups, 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 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

IT support

Customer service

LAN/WAN knowledge

Backups

Tools

ConnectWise

Job description

New Era Technology, Auckland, is seeking an IT Support Technician to join a busy client-facing team. You’ll respond to client calls, diagnose and fix technical issues, and document incidents and resolutions. Based at Newmarket office, you’ll support LAN/WAN, backups, and deployments, with SLA-driven service delivery.

Must have NZ citizenship or residency and a valid NZ driver’s license. Training and certification bonuses available.