Service Desk Engineer - Level 2

About New Era Technology

New Era Technology is dedicated to a People First approach, fostering a workplace where over 3,000 professionals worldwide feel valued and empowered. Our mission is to securely connect people, locations, and information through scalable technology solutions. At New Era, you will experience a culture that supports personal and professional growth, with access to industry-certified expertise, ongoing training, and comprehensive benefits. We emphasize collaboration, continuous learning, and exceptional customer service.

Role Overview

This remote role, working New Zealand daytime shifts (6:00 AM–2:00 PM or 8:00 AM–4:00 PM NZDT), involves providing phone and ticket-based support to a major client. Candidates located nearby may occasionally work from the office if schedules align. The Service Desk Engineer operates independently, managing ticketing professionally while maintaining high standards of customer service.

Key Responsibilities

• Deliver remote technical support through phone, email, and ticket systems to end users.
• Serve as the primary contact for client IT issues, maintaining a customer-focused approach.
• Log, categorise, prioritise, and advance incidents and service requests following service level agreements.
• Troubleshoot hardware, software, Microsoft 365, and user access problems; escalate as necessary.
• Effectively manage ticket queues with timely updates, documentation, and communication.
• Follow incidents through to resolution, maintaining accountability throughout the process.
• Carry out routine user administration tasks, including provisioning, access modifications, and deprovisioning.
• Support endpoint management activities like device configuration, deployment, and administration.
• Identify recurring issues and contribute to continuous improvement initiatives.
• Maintain technical documentation, knowledge base articles, and support procedures.
• Collaborate with internal teams to resolve complex problems and ensure seamless customer experience.
• Participate in rostered support aligned with New Zealand business hours, including early starts.
• Undertake additional duties to support high-quality managed IT service delivery.

Candidate Requirements

• Must be a New Zealand Citizen or hold permanent residency.
• Must possess a New Zealand Driver's License (Full or Restricted).
• Minimum 1 year of experience in Service Desk, Helpdesk, technical support, or call centre roles.
• Familiarity with Microsoft 365, Active Directory user management, Microsoft Intune, and Windows desktop/server platforms.
• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Knowledge of ITIL/ITSM frameworks, especially Incident, Problem, and Change Management.
• Experience with RMM and PSA tools, server infrastructure, PowerShell scripting, and automation is beneficial.
• Capable of working remotely with minimal guidance in a dynamic Service Desk environment.
• Excellent communication skills across written, verbal, and phone channels, comfortable with technical and non-technical audiences.
• Strong customer service orientation and troubleshooting capabilities aligned with IT support best practices.
• Ability to manage and prioritise tickets within SLAs while maintaining precise documentation.
• Commitment to documentation, knowledge management, and continuous improvement culture.
• Tertiary IT qualifications and certifications such as Microsoft, Cisco, CompTIA, MS-900, AZ-900, or ITIL Foundation are highly regarded.

Benefits and Perks

• Supportive team environment with access to a broad technical support network.
• Exposure to cutting-edge technologies within the IT industry.
• Internal advancement opportunities for high-achieving employees.
• Certification Bonus Program to earn while you learn.
• Employee Assistance Program offering three free counseling sessions annually.
• Discounted pricing on supplier products.
• Referral bonus program for recommending new talent.

Additional Information

New Era Technology prioritizes privacy and data protection worldwide, committed to a trusted candidate experience. The hiring process is free of charge; any requests for payment related to training, certification, or equipment are fraudulent. Official communications only come from @neweratech.com email addresses. Suspected scams should be reported immediately.