Entry Level Support Engineer

Mt. Wellingtonentry

Customer SupportSupport Engineer

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Quick Summary

Overview

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. Document and track client issues using a ticketing system.

Technical Tools

anthropicazure

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

Based on-site our client sites in East Auckland and working within the education sector, you will be the first point of contact for any IT-related issues. Through face-to-face interactions and managing the ticket board, you’ll deliver excellent customer service, effectively communicate with non-technical users, and prioritize and troubleshoot technical problems. You’ll also collaborate with cross-functional teams to resolve complex issues. As part of your responsibilities, you’ll complete daily timesheets, which require strong attention to detail. This role involves local travel across Auckland, so flexibility is important. No company vehicle provided.

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