Support Engineer - Level 2

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 What is the role Monday - Friday 40 hour working week. Based across multiple client sites in Invercargill and working within the education sector, you will be the first point of contact for a wide range of IT support requirements. Through face-to-face interactions and ticket management, you will deliver exceptional customer service while effectively communicating with both technical and non-technical stakeholders. You will be responsible for prioritizing and troubleshooting technical issues, working collaboratively with cross-functional teams to resolve more complex problems. This role also requires the accurate completion of daily timesheets, with a strong attention to detail. As the position supports multiple client sites across the region, flexibility and a willingness to travel are essential. A company vehicle is available for out-of-town travel. Travel is typically required for approximately one day per week, with journeys generally up to two hours in duration. Occasional longer trips may be required to support special projects or provide cover across the wider region. Must be a NZ Citizen or hold permanent residency Must have a NZ Driver's License (Full or Restricted) Responsibilities: Deliver advanced troubleshooting and resolution of hardware, software, and network-related issues. Assist in the configuration, deployment, and maintenance of servers, workstations, and network equipment. Monitor system performance and implement necessary upgrades to ensure optimal reliability and efficiency. Uphold IT security standards and ensure compliance with industry best practices. Collaborate with clients to understand technical requirements and deliver effective solutions. Maintain accurate technical documentation and contribute to continuous improvement initiatives. Engage in ongoing professional development to remain current with emerging technologies and industry trends. Please note that this is a general description Desirable: Degree in IT or related field, or equivalent hands-on experience Certifications from vendors like Fortinet, Cisco, Microsoft, VMware, etc. Strong knowledge of hardware, OS, and virtualization technologies Proficient in Windows Server, Active Directory, DNS, Exchange, and Office 365 Solid understanding of networking (TCP/IP), cloud platforms, and IT security Experience managing networks and firewall configurations Excellent troubleshooting, documentation, and communication skills Client-focused, analytical, and able to manage multiple priorities Self-driven with a proactive approach to learning and problem-solving What we offer A friendly team environment with a strong technical support network. Opportunity to work with the IT industry's latest technologies. Internal career growth for high performers and IT super-stars An opportunity to earn while you learn with our Certification Bonus Program EAP Program – Raise limited. Three free sessions per year. Cost price on products from our suppliers Referral Bonus Initiative School holiday – Projects and Training opportunities #LI-SA2 New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”). View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/ We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com . If you suspect fraudulent activity, please contact us immediately at [email protected] .