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 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.
- Must be a NZ Citizen or hold permanent residency
- Must have a NZ Driver's License (Full or Restricted)
Responsibilities:
- Provide remote and onsite support for complex IT issues across client environments.
- Troubleshoot and resolve hardware, software, network, and infrastructure incidents.
- Manage escalated support requests through to resolution while meeting SLA targets.
- Support the deployment, maintenance, and optimisation of desktops, servers, and network infrastructure.
- Assist with system upgrades, project delivery, and technology rollouts.
- Maintain accurate technical documentation and follow security best practices.
- Build strong client relationships through professional and responsive service.
- Mentor junior engineers and continue developing technical skills and knowledge.
Please note that this is a general description
Desirable:
- Previous experience in a Level 2 Support, Service Desk, or Systems Engineering role.
- Relevant IT qualifications and/or industry certifications (Microsoft, CompTIA, or similar).
- Strong knowledge of Windows Server, Active Directory, Microsoft 365, and virtualisation technologies.
- Experience supporting networking environments, including TCP/IP, firewalls, and cloud services.
- Strong troubleshooting, problem-solving, and technical documentation skills.
- Excellent communication skills with a customer-focused approach.
- Well organised, proactive, and able to manage competing priorities.
- A team player with a commitment to continuous learning and professional development.
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
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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] .
Skills Required
- New Zealand citizenship or permanent residency
- Full or restricted New Zealand driver's license
- Previous Level 2 Support, Service Desk, or Systems Engineering experience
- Relevant IT qualifications or industry certifications, such as Microsoft or CompTIA
- Knowledge of Windows Server, Active Directory, Microsoft 365, and virtualization technologies
- Experience supporting networking environments, including TCP/IP, firewalls, and cloud services
- Strong troubleshooting, problem-solving, and technical documentation skills
- Excellent communication skills with a customer-focused approach
- Ability to manage competing priorities and work proactively
- Commitment to teamwork and continuous learning
New Era Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about New Era Technology and has not been reviewed or approved by New Era Technology.
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Leave & Time Off Breadth — Time off is positioned as generous, with multiple sources pointing to roughly four weeks of PTO up front or ~28–29 days including company holidays in some U.S. roles. Time away is also described as straightforward to use and sometimes viewed as a meaningful offset to weaker cash compensation.
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Strong & Reliable Incentives — Earnings upside appears stronger in certain sales and account roles where on‑target earnings can be attractive when performance is high. Variable pay can materially lift total compensation in these roles relative to positions with mostly fixed pay.
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Flexible Benefits — Flexible work arrangements such as remote and hybrid options are commonly highlighted as part of the overall rewards experience. Flexible Spending Accounts (e.g., medical, dependent care, commuter transit) are also referenced as available in at least some contexts.
New Era Technology Insights
What We Do
New Era Technology is a global managed technology service provider. New Era serves as a trusted adviser to more than 14,500 customers worldwide. Customers rely on New Era’s seamless blend of solutions that securely connect people, places, and information in a rapidly changing digital world. New Era has offices in the Americas, the United Kingdom, APAC, and Europe. New Era provides solutions and services to diverse industries including Global Enterprise, Banking & Finance, Smart Buildings & IoT, Healthcare, Education, and Government. Solutions and Services: • Collaboration & Unified Communications • Data Networking • Digital Transformation • SecureBlu Security Services • CloudBlu Cloud Services • Physical Security & Life Safety • Managed Services • Professional Services
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