Support Engineer Level 2 (Escalations)

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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