Entry Level Support Engineer

About New Era Technology

New Era Technology is a global company with a workforce of over 3,000 professionals dedicated to putting people first. Our mission is to securely connect individuals, locations, and information using comprehensive technology solutions. We foster a team culture focused on empowerment, continuous learning, collaboration, and inclusivity, aiming to provide outstanding customer service and promote professional growth.

Role Overview

This role is based on-site at client locations in Napier, working within the education sector. You will serve as the primary contact for IT-related issues, delivering excellent face-to-face support and managing the ticket system. Your work schedule is Monday to Thursday for eight hours daily and Friday for six hours, totaling 38 hours per week. Local travel across Wellington is expected and flexibility is important. A valid New Zealand driver's license is required; however, no company vehicle is provided.

Key Responsibilities

• Provide technical assistance to clients via phone, email, chat, and in person.
• Troubleshoot and diagnose reported technical problems promptly.
• Accurately document and manage client issues using a ticketing system.
• Escalate unresolved matters to the relevant teams and ensure follow-up until resolution.
• Keep updated on product information and industry developments to support clients effectively.
• Complete daily timesheets with careful attention to detail.

Desirable Technical Experience

• Hands-on experience supporting and implementing Windows 11 and Windows Server 2022.
• Knowledge of Azure Active Directory configurations.
• Familiarity with Firewalls, specifically FortiGate.
• Experience with Network Switching using Ruckus, HP, or Allied Telesis devices.
• Wireless network management using Ruckus, Aruba/HP, or Aerohive equipment.
• Proficiency in handling printers and copiers.

Additional Requirements

• Must hold New Zealand Citizenship or Permanent Residency.
• Must possess a full or restricted New Zealand driver’s license.

What We Provide

• A welcoming and supportive team environment with a robust technical support framework.
• Opportunities to work with the latest technologies in the IT sector.
• Career advancement prospects for high achievers.
• Certification Bonus Program to enable earning while learning.
• Employee Assistance Program offering three free sessions annually.
• Access to products from suppliers at cost price.
• Referral bonuses for recommending candidates.
• Special projects and training during school holidays.

Privacy and Security

New Era Technology is committed to protecting your personal information and ensuring a positive experience with our products and services. We do not charge fees at any point in our hiring process. Communications from our company will only come from our official @neweratech.com email domain. For any concerns about fraudulent activity, please contact us immediately.