Entry Level Support Engineer

About the Company 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. What is the role Monday - Thursday 8 hours daily; Friday 6 hours – 38 hours weekly Based across multiple client sites 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 within Hamilton city area, 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 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. Desirable 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 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. #J-18808-Ljbffr