Entry Level Support Engineer

About the company

New Era Technology is a global technology organization with more than 3,000 employees. The business is focused on connecting people, places, and information through secure, end-to-end technology solutions delivered at scale. Its culture is built around putting people first, encouraging ongoing learning, and working collaboratively in an inclusive environment.

The company emphasizes training, professional growth, and customer service excellence, and it supports employees with industry-certified experts and development opportunities.

Role overview

This entry-level support position is suited to someone enthusiastic about IT and looking to begin a professional career in the field. The role is based across several client locations in the region, primarily within the education sector, and serves as the initial contact for IT-related support needs.

You will interact directly with users, both in person and through the ticket board, while balancing customer service, troubleshooting, and issue prioritization. The job also involves collaboration with other teams to help resolve more complex problems, plus the completion of daily timesheets with careful attention to detail.

Local travel across Dunedin and the Lower South Island is part of the role, so flexibility is important. A company vehicle will be supplied for travel outside the local area.

Working hours

The schedule runs Monday to Thursday for 8 hours per day and Friday for 6 hours, totaling 38 hours per week.

Responsibilities

• Act as the first contact for client IT queries and support requests.
• Provide assistance through phone, email, chat, and other communication channels.
• Identify, investigate, and resolve technical problems raised by users.
• Record, monitor, and manage issues in a ticketing system.
• Escalate matters that cannot be solved immediately and continue tracking them through to closure.
• Keep product knowledge and industry awareness current so support remains accurate and timely.
• Work with cross-functional teams to address more complicated technical issues.
• Complete daily timesheets accurately and with attention to detail.

Requirements

• You must be a New Zealand citizen or hold permanent residency.
• A full or restricted New Zealand driver’s licence is required.
• Applicants should be comfortable working across multiple client sites.
• Flexibility is needed for local travel within Dunedin and to the Lower South Island.
• Practical knowledge of supporting and implementing Windows 11, Windows Server 2022, Azure Active Directory, FortiGate firewalls, Ruckus / HP / Allied Telesis switching, Ruckus / Aruba/HP / Aerohive wireless solutions, and printers/copiers is desirable.

Perks and benefits

• Supportive team environment with access to a strong technical network.
• Exposure to the latest technologies used in the IT industry.
• Internal growth opportunities for high performers.
• Certification Bonus Program that lets you earn while you learn.
• Employee Assistance Program with three free sessions per year.
• Access to products at cost price from suppliers.
• Referral bonus initiative.
• Project and training opportunities during school holidays.

Additional information

This role is described as a general overview rather than a complete task list.

The company states that it never asks candidates to pay any fees during hiring. Any request for payment related to training, certification, equipment, or other purposes is not legitimate. Candidates are advised to trust only official company communications, which use the @neweratech.com email domain. If fraudulent activity is suspected, contact [email protected].

The company also includes a privacy notice and refers candidates to its privacy policy.