Support Engineer Level 2 (Escalations)

OtherFull-time

Dunedin - New ZealandPosted 1d ago

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About this role

<div class="content-intro"> 
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
 </div>What is the role 
Monday - Friday 40 hour working week. 
Based across multiple client sites in Dunedin and working within the education sector, the primary responsibility of this role is to provide advanced technical support and escalation management, ensuring the stability, performance, and reliability of client IT environments.
The Support Engineer Level 2 (Escalations) role bridges the gap between the Service Desk, Support Engineers, and Systems Engineers by resolving complex technical issues, supporting projects and infrastructure improvements, and ensuring SLA and service delivery targets are met. The role also provides technical leadership through the coordination of escalations, project rollouts, and the mentoring of Support Engineers.
This role involves travel across Dunedin to support multiple client sites, so flexibility is essential. A company vehicle may be provided from time to time.
<ul>
<li>Must be a NZ Citizen or hold permanent residency</li>
<li>Must have a NZ Driver's License (Full or Restricted)</li>
</ul>
 
Responsibilities:
<ul>
<li>Provide remote and onsite support for complex IT issues across client environments.</li>
<li>Troubleshoot and resolve hardware, software, network, and infrastructure incidents.</li>
<li>Manage escalated support requests through to resolution while meeting SLA targets.</li>
<li>Support the deployment, maintenance, and optimisation of desktops, servers, and network infrastructure.</li>
<li>Assist with system upgrades, project delivery, and technology rollouts.</li>
<li>Maintain accurate technical documentation and follow security best practices.</li>
<li>Build strong client relationships through professional and responsive service.</li>
<li>Mentor junior engineers and continue developing technical skills and knowledge.</li>
</ul>
Please note that this is a general description
 
Desirable: 
<ul>
<li>Previous experience in a Level 2 Support, Service Desk, or Systems Engineering role.</li>
<li>Relevant IT qualifications and/or industry certifications (Microsoft, CompTIA, or similar).</li>
<li>Strong knowledge of Windows Server, Active Directory, Microsoft 365, and virtualisation technologies.</li>
<li>Experience supporting networking environments, including TCP/IP, firewalls, and cloud services.</li>
<li>Strong troubleshooting, problem-solving, and technical documentation skills.</li>
<li>Excellent communication skills with a customer-focused approach.</li>
<li>Well organised, proactive, and able to manage competing priorities.</li>
<li>A team player with a commitment to continuous learning and professional development.</li>
</ul>
 
What we offer
<ul>
<li>A friendly team environment with a strong technical support network.</li>
<li>Opportunity to work with the IT industry's latest technologies.</li>
<li>Internal career growth for high performers and IT super-stars</li>
<li>An opportunity to earn while you learn with our Certification Bonus Program</li>
<li>EAP Program – Raise limited. Three free sessions per year.</li>
<li>Cost price on products from our suppliers</li>
<li>Referral Bonus Initiative</li>
<li>School holiday – Projects and Training opportunities</li>
</ul>
#LI-SA2  <div class="content-conclusion">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 <a id="menur1e55" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://www.neweratech.com/us/privacy-policy/" target="_blank"></a><a id="menur1e57" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://www.neweratech.com/us/privacy-policy/" target="_blank">https://www.neweratech.com/us/privacy-policy/</a>
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 <a href="mailto:privacy@neweratech.com">privacy@neweratech.com</a> . </div>

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