Support Engineer

Join New Era Technology where People First is at the heart of everything we do. With a global team of over 3000 professionals were 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 youll 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 worktogether

What is the role

Monday to Friday 38 hours per week onsite in our Perth office.

The Support Engineer is responsible for providing technical support to clients including diagnosing troubleshooting and repairing hardware and software faults installing and configuring hardware and software and contributing to project activities.

Other key responsibilities include but may not be limited to following:

• Provide remote/onsite IT support
• Resolve incidents within SLA; escalate when needed
• Configure and deploy PCs servers and network equipment
• Perform hardware upgrades and system maintenance
• Gather user requirements and support client projects
• Maintain system performance security and reliability
• Monitor logs and raise incidents
• Document systems and daily activities
• Communicate with stakeholders
• Maintain technical knowledge

Who we are looking for

• Atleast 2 years experience in an IT support role
• Ability to effectively engage with a diverse range of customers by phone in writing and face-to-face on-site
• Understanding of and demonstrable experience working with M365 equivalent to MS900/AB900
• Understanding of networking fundamentals equivalent to Cisco CCST Networking
• Understanding of IT infrastructure components such as servers and networking equipment
• Ability to quickly understand technical systems and undertake troubleshooting
• Demonstrates a growth mindset seeking to learn new skills and technologies and advance in the IT industry
• Industry certifications from Microsoft CompTIA and networking vendors highly regarded
• Must have at least a Class C drivers license
• Experience in an MSP environment is desirable
• Experience working in an ITIL aligned ticketing/service management system is desirable
• Experience deploying end-user equipment at client locations is desirable
• Experience supporting IP telephony/Unified Communication (UC) solutions such as 3CX or Teams Voice is desirable

What we offer

• A friendly team environment with a strong technical support network
• Broad range of options for training and developing your IT skills
• Opportunity to work with the IT industrys latest technologies
• Internal career growth for high performers and IT super-stars
• Cost price on products from our suppliers
• Lunches and snacks provided
• Comprehensive Employer Assistance Program
• Referral bonus

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