{"id":2973228,"url":"https://alion.io/job/new-era-technology-support-engineer-level-2-escalations","title":"Support Engineer Level 2 (Escalations)","company":{"id":4303,"name":"New Era Technology","domain":"neweratech.com","url":"https://alion.io/company/new-era-technology","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":86,"open_postings":7,"ghost_share":0,"stale_share":0.571,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dunedin, New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Active Directory","optional":true},{"name":"TCP/IP","optional":true},{"name":"Windows Server","optional":true}],"status":"live","first_seen_at":"2026-10-20T23:31:20Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-26T04:23:55Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"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.\nAt 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.\nIf 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\nWhat is the role \nMonday - Friday 40 hour working week. \nBased 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.\nThe 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.\nThis role involves travel across Dunedin to support multiple client sites, so flexibility is essential. A company vehicle may be provided from time to time.\nMust be a NZ Citizen or hold permanent residency\nMust have a NZ Driver's License (Full or Restricted)\nResponsibilities:\nProvide remote and onsite support for complex IT issues across client environments.\nTroubleshoot and resolve hardware, software, network, and infrastructure incidents.\nManage escalated support requests through to resolution while meeting SLA targets.\nSupport the deployment, maintenance, and optimisation of desktops, servers, and network infrastructure.\nAssist with system upgrades, project delivery, and technology rollouts.\nMaintain accurate technical documentation and follow security best practices.\nBuild strong client relationships through professional and responsive service.\nMentor junior engineers and continue developing technical skills and knowledge.\nPlease note that this is a general description\nDesirable: \nPrevious experience in a Level 2 Support, Service Desk, or Systems Engineering role.\nRelevant IT qualifications and/or industry certifications (Microsoft, CompTIA, or similar).\nStrong knowledge of Windows Server, Active Directory, Microsoft 365, and virtualisation technologies.\nExperience supporting networking environments, including TCP/IP, firewalls, and cloud services.\nStrong troubleshooting, problem-solving, and technical documentation skills.\nExcellent communication skills with a customer-focused approach.\nWell organised, proactive, and able to manage competing priorities.\nA team player with a commitment to continuous learning and professional development.\nWhat we offer\nA friendly team environment with a strong technical support network.\nOpportunity to work with the IT industry's latest technologies.\nInternal career growth for high performers and IT super-stars\nAn opportunity to earn while you learn with our Certification Bonus Program\nEAP Program - Raise limited. Three free sessions per year.\nCost price on products from our suppliers\nReferral Bonus Initiative\nSchool holiday - Projects and Training opportunities\nNew 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”).\nView our Privacy Policy here https://www.neweratech.com/us/privacy-policy/\nWe 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. 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