Support Engineer

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? 

  We are seeking a Support Engineer to provide onsite IT support and maintenance for one of our valued clients within a school environment. 

This is a full-time, onsite role based at the client's school campus, working Monday to Friday, 8:00 AM to 4:00 PM, while reporting operationally through our Adelaide office.

In this role, you will be responsible for providing technical support by diagnosing and resolving hardware and software issues, installing and configuring IT systems, and assisting with project delivery. Working closely with our Service Delivery team, you'll help ensure the client's IT environment is well-maintained, service standards are met, and SLAs are achieved. 

This position is ideal for someone who enjoys building strong relationships with end users, takes pride in delivering excellent customer service, and thrives in a hands-on, onsite support role.

Key responsibilities of the role include but may not be limited to the following: 

• Provide remote and onsite technical support, troubleshooting and resolving hardware, software, and network issues while meeting SLA requirements.
• Install, configure, maintain, and upgrade PCs, servers, and network infrastructure to ensure optimal performance, reliability, and security.
• Monitor client environments, contribute to technical projects, maintain documentation, and collaborate with stakeholders to deliver effective IT solutions.
• Achieve service delivery and utilization targets while maintaining accurate records and continuous professional development.
• Tertiary qualification in a relevant field and entry-level certifications from vendors such as Microsoft, Cisco, Fortinet, Sophos, VMware, Symantec, Citrix, or similar are highly regarded.

Who are we looking for  

• Experience in IT support and client service environments.
• Knowledge of Windows Server, Active Directory, Microsoft 365, networking, cloud technologies, and IT security.
• Experience with network and firewall management.
• Strong troubleshooting, problem-solving, and documentation skills.
• Excellent communication skills and a customer-focused approach.
• Team player with strong time management skills and a willingness to learn.
• Able to obtain a valid Working With Children Check (WWCC).

What we offer?

• 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
• Lunches and snacks provided
• Comprehensive Employer Assistance Program
• Bonuses and incentives for upskilling
• Referral bonus

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