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.

This is a full-time role, Mon-Fri 38 hrs per week; three days in client site while reporting two days in our Perth 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.

Who we are looking for

This is a customer facing role who will need to have excellent presentation and communication skills, as well as being highly technical. The role requires a large amount of autonomy, so good time management and organisational skills are essential.

• 1 to 2 years of experience in an onsite IT support or desktop support role
• Experience providing onsite deskside support for hardware, operating systems, and software issues
• Strong troubleshooting skills with the ability to quickly diagnose and resolve technical issues
• Practical experience supporting devices managed through Microsoft Intune
• Strong working knowledge of the Microsoft 365 suite, including Exchange Online, SharePoint, OneDrive, and security tools
• Basic networking knowledge for local troubleshooting and support
• Knowledge and competency in hardware and operating system technologies, including installation, configuration, troubleshooting, and preventative maintenance
• Previous client-facing or customer service experience
• Professional, approachable, and effective communication skills
• Relevant IT qualifications such as a Certificate III/IV or Diploma in Information Technology are highly regarded but not required
• Experience supporting and troubleshooting Microsoft Teams Room solutions, including Logitech Tap systems desirable
• Microsoft certifications such as MS-900, MD-102, or equivalent are highly regarded·
• Experience deploying and configuring devices using Windows Autopilot desirable
• Familiarity with IT service management and ticketing systems
• Experience with hardware setup, workstation deployment, and desk cabling activities

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

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”).

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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  [email protected] .