Entry Level Support Engineer

Hamiltonentry

Customer SupportSupport Engineer

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Quick Summary

Key Responsibilities

Respond to client inquiries and provide technical support via various channels (phone, email, chat, etc.) Diagnose and troubleshoot technical issues reported by clients.

Technical Tools

Customer SupportSupport Engineer

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.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

Are you passionate about IT and want to kick off your professional career?

Based across multiple client sides in the region and working within the education sector you would be the first point of contact for any IT-related issues. Through face-to-face interaction and the ticket board you will provide excellent customer service to our clients and have the ability to communicate with non-technical people while prioritizing and troubleshooting technical issues. Collaborating with cross-functional teams to resolve complex problems. As part of this role, you will be completing daily timesheets which require attention to detail. This role will involve local travel across Hamilton and Ngatea/Thames on alternating days, so flexibility is important.

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

Responsibilities

~1 min read

→Respond to client inquiries and provide technical support via various channels (phone, email, chat, etc.)
→Diagnose and troubleshoot technical issues reported by clients.
→Document and track client issues using a ticketing system.
→Escalate unresolved issues to appropriate teams and follow up until resolution.
→Stay up to date with product knowledge and industry trends to provide accurate and timely support.

Please note that this is a general description.

Practical technical knowledge in supporting and implementing:
- Windows 11
- Windows Server 2022
- Azure Active Directory
- Firewalls (FortiGate)
- Switching (Ruckus, HP, Allied Telesis)
- Wireless (Ruckus, Aruba/HP, Aerohive)
- Printers/Copiers