Service Desk Engineer Level 2

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

Working Hours: 6:00 AM2:00 PM or 8:00 AM4:00 PM (Morning Shift) NZDT
Work Setup: Remote (WFH) You can work from anywhere in New Zealand. If you are located near a New Era office and your shift schedule allows you may also have the option to work from the office occasionally.

We are looking for a Service Desk Engineer to provide remote phone and ticket-based support to our key Australian clients but following the New Zealand time zone. This role requires someone who can work independently communicate clearly manage tickets professionally and maintain strong customer service standards while working remotely.

You will be responsible for logging triaging troubleshooting and progressing incidents and service requests in line with SLA expectations. The successful candidate will have experience in a Service Desk Helpdesk Call Centre support or client-facing technical support role along with a practical understanding of IT troubleshooting and ticket management.

• Must be a NZ Citizen or hold permanent residency
• Must have a NZ Drivers License (Full or Restricted)

Responsibilities:

• Provide technical support to end users via phone email and ticketing systems.
• Act as a primary point of contact for client IT issues delivering professional and customer-focused support.
• Log categorise prioritise and progress incidents and service requests in accordance with agreed service levels.
• Troubleshoot hardware software Microsoft 365 and user access issues escalating where appropriate.
• Manage ticket queues effectively ensuring timely updates accurate documentation and clear communication with customers.
• Monitor and follow up on incidents through to resolution maintaining ownership and accountability throughout the ticket lifecycle.
• Perform routine user administration tasks including account provisioning access changes and deprovisioning activities.
• Support endpoint management activities including device configuration deployment and administration.
• Assist with the identification and resolution of recurring issues and contribute to continuous service improvement initiatives.
• Maintain accurate technical documentation knowledge articles and support procedures.
• Collaborate with internal technical teams to resolve complex issues and ensure seamless customer experience.
• Participate in rostered support coverage aligned to New Zealand business hours including early morning starts where required.
• Perform other duties as required to support the delivery of high-quality managed IT services.

Please note: This is a general description of the role and responsibilities may vary based on business and customer requirements.

Desirable:

• Must have 1 years of relevant experience in a Service Desk Helpdesk Technical Support or technical Call Centre role
• Experience supporting Microsoft 365 Active Directory user administration Microsoft Intune and Windows desktop/server environments.
• Solid understanding of networking fundamentals including TCP/IP DNS DHCP VPNs and firewalls.
• Working knowledge of ITIL/ITSM principles including Incident Problem and Change Management.
• Experience with RMM and PSA tools server infrastructure PowerShell and automation technologies is advantageous.
• Ability to work remotely with minimal supervision in a fast-paced Service Desk environment.
• Excellent written verbal and phone-based communication skills with the ability to support both technical and non-technical users.
• Strong customer service focus troubleshooting skills and understanding of IT support and Service Desk best practices.
• Proven ability to manage prioritize and resolve tickets within agreed SLAs while maintaining accurate documentation.
• Strong documentation knowledge management and continuous improvement mindset.
• Tertiary qualifications in IT or a related field and certifications such as Microsoft Cisco CompTIA MS-900 AZ-900 or ITIL Foundation are highly regarded.

What we offer

• A friendly team environment with a strong technical support network.
• Opportunity to work with the IT industrys 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

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 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 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 @. If you suspect fraudulent activity please contact us immediately at .