Support Engineer Level 2 (Escalations)

New Era Technology; Dunedin; On-site; NZD 70,000 - 90,000; Full time

Benefits offered by this job

Certification Bonus

EAP Program

Referral Bonus

Cost price on products

School holiday projects

Job summary

New Era Technology in Dunedin is seeking a Help Desk Level 2 Escalations Engineer to provide advanced technical support across multiple client sites. You will bridge the gap between Service Desk and Systems Engineers, resolving complex issues, guiding projects, and mentoring junior staff.

You will travel across Dunedin, support desktops, servers, networks, and cloud services, and ensure SLAs are met. A company vehicle may be provided; NZ citizenship or permanent residency is required.

Qualifications

• Must be NZ Citizen or hold permanent residency.
• Must have NZ Driver's Licence (Full or Restricted).
• Experience in Level 2 Support, Service Desk or Systems Engineering.

Responsibilities

• Provide remote and onsite support for complex IT issues across client environments.
• Troubleshoot and resolve hardware, software, network, and infrastructure incidents.
• Manage escalated requests through to resolution with SLA targets.
• Support deployment, maintenance, and optimisation of desktops, servers, and network infra.
• Assist with system upgrades, project delivery, and technology rollouts.
• Maintain accurate technical documentation and follow security best practices.
• Build strong client relationships through professional and responsive service.
• Mentor junior engineers and continue developing technical skills.

Skills

Customer focus

Communication skills

Mentoring

Prioritisation

Education

IT certifications (Microsoft, CompTIA)

Tools

Windows Server

Active Directory

Microsoft 365

Virtualisation

Cloud services

Firewalls

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

Based across multiple client sites in Dunedin and working within the education sector, the primary responsibility of this role is to provide advanced technical support and escalation management, ensuring the stability, performance, and reliability of client IT environments.

The Support Engineer Level 2 (Escalations) role bridges the gap between the Service Desk, Support Engineers, and Systems Engineers by resolving complex technical issues, supporting projects and infrastructure improvements, and ensuring SLA and service delivery targets are met. The role also provides technical leadership through the coordination of escalations, project rollouts, and the mentoring of Support Engineers.

This role involves travel across Dunedin to support multiple client sites, so flexibility is essential. A company vehicle may be provided from time to time.

• Must be a NZ Citizen or hold permanent residency
• Must have a NZ Driver's License (Full or Restricted)

Responsibilities:

• Provide remote and onsite support for complex IT issues across client environments.
• Troubleshoot and resolve hardware, software, network, and infrastructure incidents.
• Manage escalated support requests through to resolution while meeting SLA targets.
• Support the deployment, maintenance, and optimisation of desktops, servers, and network infrastructure.
• Assist with system upgrades, project delivery, and technology rollouts.
• Maintain accurate technical documentation and follow security best practices.
• Build strong client relationships through professional and responsive service.
• Mentor junior engineers and continue developing technical skills and knowledge.

Please note that this is a general description

• Previous experience in a Level 2 Support, Service Desk, or Systems Engineering role.
• Relevant IT qualifications and/or industry certifications (Microsoft, CompTIA, or similar).
• Strong knowledge of Windows Server, Active Directory, Microsoft 365, and virtualisation technologies.
• Experience supporting networking environments, including TCP/IP, firewalls, and cloud services.
• Strong troubleshooting, problem-solving, and technical documentation skills.
• Excellent communication skills with a customer-focused approach.
• Well organised, proactive, and able to manage competing priorities.
• A team player with a commitment to continuous learning and professional development.

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

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