Support Engineer – Level 2 (Projects)

What is the role 

This role provides technical support to clients, including but not limited to diagnosing, troubleshooting, installing, and configuring hardware and software, as well as overseeing technical projects. Accountable for delivering high-quality desktop, server, and network infrastructure support, ensuring client systems meet performance and reliability standards, and adhering to defined SLAs. Working collaboratively with the Service Delivery team to maintain a proactive, customer-focused approach and plays a lead role in technical projects.

Key responsibilities of the role include:

Technical Support

• Provide effective remote and onsite support for client desktop, server, and network environments.
• Troubleshoot, analyse, and resolve hardware, software, and network issues, escalating as required to meet SLA requirements.
• Manage escalated technical issues to resolution, including coordination with vendor support.
• Perform initial configuration, deployment, and testing of PC and server hardware and peripheral network equipment.
• Support and maintain virtual and cloud environments (e.g., VMware or Hyper-V, Office 365, Google Workspace, MDM environments)
• Ensure security, privacy, and performance of client environments through regular updates and best practices.

Technical Project Work

• Manage and contribute to technical projects, including:
• Desktop deployment and upgrades, configuring deployment infrastructure, and leading technicians during implementation.
• Server upgrades and replacements, including virtual host installations and Windows server deployments.
• Installing edge switches, wireless equipment, and firewalls, implementing VLANs in line with a pre-approved design.
• Update and maintain client site, systems, and networking documentation.
• Liaise with clients and vendors for issue resolution and integration of products into project environments.

Communication and Customer Engagement

• Serve as a liaison between internal teams, clients, and stakeholders, providing status updates for projects and incident resolution.
• Communicate formal plans such as outage windows, incident reports, and client updates with minimal supervision.
• Assist IT management of clients in technical planning and incident escalation.
• Deliver excellent customer service through proactive problem-solving and effective communication.

Documentation and Continuous Improvement

• Maintain up-to-date technical procedure and system documentation for client environments.
• Document all daily activities and project work accurately within the company’s time sheeting system.
• Proactively improve technical procedures and automate repetitive tasks.

Health and Safety Responsibilities

• Actively comply with the company’s Health and Safety policies, contributing to a safe working environment.
• Report incidents, hazards, or near-misses to the appropriate authority.
• Follow all emergency management plans and safety guidelines while working onsite.
• Demonstrate an ongoing commitment to improving workplace safety practices.

Technical Focus Areas

• Troubleshooting and supporting Windows Server operating systems, Active Directory, Group Policy, and DNS.
• Managing virtualized environments and performing updates for VMware, Hyper-V, Nutanix.
• Managing cloud-based environments (Microsoft 365, Google Workspace).
• Managing MDM solutions such as JAMF School, Intune, Mosyle.
• Diagnosing network infrastructure issues, including basic LAN/WAN connectivity and firewall configurations.
• Performing hands-on upgrades and replacements for server and network infrastructure equipment.

Who we are looking for 

This is a customer facing role that needs someone who has excellent presentation and communication skills, as well as being highly technical. The role requires a large amount of autonomy, so a candidate who has good time management and organisational skills will be heavily favoured. Technical skills required include:

• Relevant tertiary qualification or equivalent work experience.
• Industry certifications (e.g., CompTIA Network+, Microsoft Fundamentals, or equivalent) are preferred.
• Strong foundational knowledge of TCP/IP networking, security best practices, and virtualization technologies.
• Experience with server and desktop deployment projects, including planning and implementation.
• Excellent communication, time management, and documentation skills.
• An ability to cope with stress, to operate effectively under pressure and to respond professionally to client challenges.

What we do  

New Era Technology is a global technology solutions provider with 4,500+ employees and 80+ offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

Who we are 

New Era promotes a culture of continued development, both personal and professional. As a team member, you will receive competitive benefits, industry training, and certifications. We are team-oriented and have a positive environment filled with incredible staff, who have a genuine passion for providing the best service to our clients worldwide. We believe that investing in our employees is the key to professional growth and setting the standard for excellence in our field. We are looking for new team members who showcase our core values of community, integrity, agility and commitment. If this resonates with you, there is an opportunity join New Era Technology’s growing team of highly skilled and industry-certified professionals

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 

This is an opportunity to grow your skills and your career in a positive, results focused environment. If you feel this is a role where you can thrive apply now. 

Salary package offered commensurate with skills, experience and certifications.