Service Desk Engineer (Level 1)

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

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.

What is the role

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.

Please note that there is no onsite parking available.

• 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

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").

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