Entry Level Support Engineer

Role Overview

This role provides first‑line IT support across New Era client sites in Kerikeri and Kaitaia within the education sector. You will be the primary point of contact for technical issues, deliver customer service, communicate with non‑technical users, and work with cross‑functional teams to resolve problems. The position is a 38‑hour work week (Mon‑Thu 8 hrs, Fri 6 hrs) and requires local travel across the region. A company vehicle is provided.

Responsibilities

• Respond to client inquiries and provide technical support via phone, email, chat, and other channels.
• Diagnose and troubleshoot technical issues reported by clients.
• Document and track client issues using a ticketing system.
• Escalate unresolved issues to appropriate teams and follow up until resolution.
• Stay up to date with product knowledge and industry trends to provide accurate and timely support.

Qualifications