Entry Level Support Engineer

About New Era Technology

New Era Technology values people above all else, fostering an inclusive workplace of over 3,000 professionals globally. We focus on empowering, inspiring, and nurturing talent through continuous learning and collaboration to provide secure end-to-end technology solutions.

Role Summary

This part-time onsite position is based in West Auckland in the education sector. The role consists of being the primary contact for IT-related issues, managing customer queries both face-to-face and through a ticket system, and collaborating with teams to resolve complex technical problems. The schedule is Monday to Thursday for eight hours daily and Friday for six hours, totaling 38 hours weekly.

Key Responsibilities

• Offer technical assistance and troubleshoot issues through phone, email, and chat communication.
• Identify and diagnose IT problems faced by clients and escalate as necessary.
• Maintain precise documentation of incidents via a ticket tracking system.
• Ensure follow-up on unresolved matters until resolution is achieved.
• Keep current with new industry technologies and product updates.

Desired Technical Knowledge

• Experience with Windows 11 and Windows Server 2022.
• Familiarity with Azure Active Directory and firewall technologies such as FortiGate.
• Knowledge of network switching equipment from Ruckus, HP, and Allied Telesis.
• Understanding of wireless networking including Ruckus, Aruba/HP, and Aerohive systems.
• General printer and copier troubleshooting skills.

Candidate Requirements

• Must be a New Zealand citizen or hold permanent residency.
• Possession of a valid New Zealand full or restricted driver's license is mandatory.
• Willingness to travel locally among client sites; no company vehicle provided.
• Detail-oriented approach for accurate timesheet completion.

Benefits

• Supportive team culture with strong technical support resources.
• Exposure to cutting-edge IT technologies.
• Career advancement possibilities within the company, especially for top performers.
• Certification Bonus Program to financially reward learning.
• Employee Assistance Program offering three free counseling sessions per year.
• Access to discounted products from suppliers.
• Referral bonuses for successful candidate recommendations.
• Training and project opportunities during school holidays.

Additional Information

New Era Technology is committed to respecting candidate privacy and protecting personal data. The company never asks for fees during the hiring process and cautions against fraudulent requests related to training or equipment payments. Official communications are only from the @neweratech.com domain. Any suspicious activity should be reported to privacy@neweratech.com.