Service Desk Engineer - Level 2

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New Era Technology is seeking a Level 2 Service Desk Engineer to provide remote, ticket-based support for a NZ client, with morning shifts. The role requires 1+ year in service desk or similar, a strong customer service focus, and the ability to log, triage, troubleshoot and progress incidents against SLAs. You will support Microsoft 365, Active Directory, Intune, Windows, and basic networking; ITIL ITSM knowledge and familiarity with RMM/PSA are advantageous. Must be a NZ citizen or permanent resident with a NZ driver’s license. When applying, tailor your CV to ticket management and remote support, highlight certifications and IT team collaboration. New Era prioritises People First and offers training and growth opportunities.

What is the role 

Working Hours: 6:00 AM–2:00 PM or 8:00 AM–4:00 PM (Morning Shift) NZDT
Work Setup: Remote (WFH) with an option to work in the office from time to time if successful candidate is located nearby and the shift timing permits.

We are looking for a Service Desk Engineer to provide remote phone and ticket-based support for a key client in the New Zealand time zone. This role requires someone who can work independently, communicate clearly, manage tickets professionally, and maintain strong customer service standards while working remotely.

You will be responsible for logging, triaging, troubleshooting, and progressing incidents and service requests in line with SLA expectations. The successful candidate will have experience in a Service Desk, Helpdesk, Call Centre support, or client-facing technical support role, along with a practical understanding of IT troubleshooting and ticket management.

• Must be a NZ Citizen or hold permanent residency
• Must have a NZ Driver's License (Full or Restricted)

Responsibilities:

• Provide technical support to end users via phone, email, and ticketing systems.
• Act as a primary point of contact for client IT issues, delivering professional and customer-focused support.
• Log, categorise, prioritise, and progress incidents and service requests in accordance with agreed service levels.
• Troubleshoot hardware, software, Microsoft 365, and user access issues, escalating where appropriate.
• Manage ticket queues effectively, ensuring timely updates, accurate documentation, and clear communication with customers.
• Monitor and follow up on incidents through to resolution, maintaining ownership and accountability throughout the ticket lifecycle.
• Perform routine user administration tasks, including account provisioning, access changes, and deprovisioning activities.
• Support endpoint management activities, including device configuration, deployment, and administration.
• Assist with the identification and resolution of recurring issues and contribute to continuous service improvement initiatives.
• Maintain accurate technical documentation, knowledge articles, and support procedures.
• Collaborate with internal technical teams to resolve complex issues and ensure seamless customer experience.
• Participate in rostered support coverage aligned to New Zealand business hours, including early morning starts where required.
• Perform other duties as required to support the delivery of high-quality managed IT services.

Please note: This is a general description of the role and responsibilities may vary based on business and customer requirements.

Desirable: 

• Must have 1+ years of relevant experience in a Service Desk, Helpdesk, Technical Support, or technical Call Centre role,
• Experience supporting Microsoft 365, Active Directory user administration, Microsoft Intune, and Windows desktop/server environments.
• Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Working knowledge of ITIL/ITSM principles, including Incident, Problem, and Change Management.
• Experience with RMM and PSA tools, server infrastructure, PowerShell, and automation technologies is advantageous.
• Ability to work remotely with minimal supervision in a fast-paced Service Desk environment.
• Excellent written, verbal, and phone-based communication skills, with the ability to support both technical and non-technical users.
• Strong customer service focus, troubleshooting skills, and understanding of IT support and Service Desk best practices.
• Proven ability to manage, prioritize, and resolve tickets within agreed SLAs while maintaining accurate documentation.
• Strong documentation, knowledge management, and continuous improvement mindset.
• Tertiary qualifications in IT or a related field and certifications such as Microsoft, Cisco, CompTIA, MS-900, AZ-900, or ITIL Foundation are highly regarded.

What we offer

• A friendly team environment with a strong technical support network.
• Opportunity to work with the IT industry's latest technologies.
• Internal career growth for high performers and IT super-stars
• An opportunity to earn while you learn with our Certification Bonus Program
• EAP Program – Raise limited. Three free sessions per year.
• Cost price on products from our suppliers
• Referral Bonus Initiative