Support Engineer

 
Full job 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.

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 to Friday, 38 hours per week, onsite in our Perth office.

The Support Engineer is responsible for providing technical support to clients including diagnosing, troubleshooting and repairing hardware and software faults, installing and configuring hardware and software and contributing to project activities.

Other key responsibilities include but may not be limited to following:

Provide remote/onsite IT support
Resolve incidents within SLA; escalate when needed
Configure and deploy PCs, servers, and network equipment
Perform hardware upgrades and system maintenance
Gather user requirements and support client projects
Maintain system performance, security, and reliability
Monitor logs and raise incidents
Document systems and daily activities
Communicate with stakeholders
Maintain technical knowledge

Who we are looking for

Atleast 2 years experience in an IT support role
Ability to effectively engage with a diverse range of customers by phone, in writing and face-to-face on-site
Understanding of and demonstrable experience working with M365 equivalent to MS900/AB900
Understanding of networking fundamentals equivalent to Cisco CCST Networking
Understanding of IT infrastructure components such as servers and networking equipment
Ability to quickly understand technical systems and undertake troubleshooting
Demonstrates a growth mindset, seeking to learn new skills and technologies, and advance in the IT industry
Industry certifications from Microsoft, CompTIA and networking vendors highly regarded
Must have at least a Class C driver's license
Experience in an MSP environment is desirable
Experience working in an ITIL aligned ticketing/service management system is desirable
Experience deploying end-user equipment at client locations is desirable
Experience supporting IP telephony/Unified Communication (UC) solutions such as 3CX or Teams Voice is desirable
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
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").

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

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 privacy@neweratech.com .