Support Engineer

Join New Era Technology, where _People First_ is at the heart of everything we do. With a global team of over 4,500 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. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

**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 mínimal 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**
- 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 globa