Support Engineer Level 2

Summary

Join New Era Technology, a global technology solutions provider with a team-oriented culture prioritizing personal and professional development. This role offers technical support to clients, encompassing hardware and software troubleshooting, installation, configuration, and project oversight. You will manage and contribute to technical projects, ensuring client systems meet performance and reliability standards. Excellent communication and time management skills are essential, along with a strong technical foundation. New Era provides competitive benefits, including training and certifications, fostering career growth within a positive, results-focused environment.

Requirements

• Relevant tertiary qualification or equivalent work experience
• Excellent communication, time management, and documentation skills
• An ability to cope with stress, to operate effectively under pressure and to respond professionally to client challenges

Responsibilities

• Provide effective remote and onsite support for client desktop, server, and network environments
• Troubleshoot, analyse, and resolve hardware, software, and network issues, escalating as required to meet SLA requirements
• Manage escalated technical issues to resolution, including coordination with vendor support
• Perform initial configuration, deployment, and testing of PC and server hardware and peripheral network equipment
• Support and maintain virtual and cloud environments (e.g., VMware or Hyper-V, Office 365, Google Workspace, MDM environments)
• Ensure security, privacy, and performance of client environments through regular updates and best practices
• Manage and contribute to technical projects, including: Desktop deployment and upgrades, configuring deployment infrastructure, and leading technicians during implementation
• Server upgrades and replacements, including virtual host installations and Windows server deployments
• Installing edge switches, wireless equipment, and firewalls, implementing VLANs in line with a pre-approved design
• Update and maintain client site, systems, and networking documentation
• Liaise with clients and vendors for issue resolution and integration of products into project environments
• Serve as a liaison between internal teams, clients, and stakeholders, providing status updates for projects and incident resolution
• Communicate formal plans such as outage windows, incident reports, and client updates with minimal supervision
• Assist IT management of clients in technical planning and incident escalation
• Deliver excellent customer service through proactive problem-solving and effective communication
• Maintain up-to-date technical procedure and system documentation for client environments
• Document all daily activities and project work accurately within the company’s time sheeting system
• Proactively improve technical procedures and automate repetitive tasks
• Actively comply with the company’s Health and Safety policies, contributing to a safe working environment
• Report incidents, hazards, or near-misses to the appropriate authority
• Follow all emergency management plans and safety guidelines while working onsite
• Demonstrate an ongoing commitment to improving workplace safety practices

Preferred Qualifications

• Industry certifications (e.g., CompTIA Network+, Microsoft Fundamentals, or equivalent)
• Strong foundational knowledge of TCP/IP networking, security best practices, and virtualization technologies
• Experience with server and desktop deployment projects, including planning and implementation

Benefits

• A friendly team environment with a strong technical support network
• Broad range of options for training and developing your IT skills
• Opportunity to work with the IT industry's latest technologies
• Internal career growth for high performers and IT super-stars
• Cost price on products from our suppliers
• Salary package offered commensurate with skills, experience and certifications