Support Engineer Level 2 (Escalations)
New Era Technology
Salary undisclosed
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Description
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
#LI-SA2
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 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 privacy@neweratech.com .
Benefits
- 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
About this role
Escalations and technical leadership form the core of this Support Engineer Level 2 role at New Era Technology. You'll work across multiple education sector client sites in Dunedin, handling complex IT incidents that require advanced troubleshooting of hardware, software, networking, and infrastructure. The position sits between the Service Desk and Systems Engineers, meaning you'll resolve difficult technical problems while coordinating escalations, supporting project rollouts, and mentoring junior engineers—all within defined SLA targets. Onsite and remote support are both part of the work, with travel across Dunedin required, so a full or restricted NZ driver's license and flexibility are essential.
The role suits someone with prior experience in Level 2 support, Service Desk, or Systems Engineering who has solid grounding in Windows Server, Active Directory, Microsoft 365, and virtualisation. Relevant IT certifications (Microsoft, CompTIA, or similar) are desirable. You'll need strong troubleshooting and documentation skills, the ability to manage competing priorities, and genuine customer focus—this is a people-oriented company that emphasizes mentoring and continuous learning. New Era offers internal career growth, a certification bonus program, and a supportive technical team environment. The position is full-time, hybrid, based in Dunedin, and requires NZ citizenship or permanent residency.
How this employer is doing
average
- H1B: Active Visa Sponsor
- Legal Issue
- Recent Acquisition
- Active Visa Sponsor
In the news
New Era Technology's Vendor Data Breach Exposes Employees' Social Security Numbers, Claim Depot
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Pay for this role
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