Support Engineer Level 2 (Escalations)
Full Job Posting
Responsibilities:
- Provide remote and onsite support for complex IT issues across client environments.
- Troubleshoot and resolve hardware, software, network, and infrastructure incidents.
- Manage escalated support requests through to resolution while meeting SLA targets.
- Support the deployment, maintenance, and optimisation of desktops, servers, and network infrastructure.
- Assist with system upgrades, project delivery, and technology rollouts.
- Maintain accurate technical documentation and follow security best practices.
- Build strong client relationships through professional and responsive service.
- Mentor junior engineers and continue developing technical skills and knowledge.
- Please note that this is a general description
- Desirable:
- Previous experience in a Level 2 Support, Service Desk, or Systems Engineering role.
- Relevant IT qualifications and/or industry certifications (Microsoft, CompTIA, or similar).
- Strong knowledge of Windows Server, Active Directory, Microsoft 365, and virtualisation technologies.
- Experience supporting networking environments, including TCP/IP, firewalls, and cloud services.
- Strong troubleshooting, problem-solving, and technical documentation skills.
- Excellent communication skills with a customer-focused approach.
- Well organised, proactive, and able to manage competing priorities.
- A team player with a commitment to continuous learning and professional development.
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
- School holiday – Projects and Training opportunities
- #LI-SA2
- 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 [email protected].
About New Era Technology
Technology solutions provider that designs and deploys collaboration, cloud, data center, and security infrastructure to securely connect people and information worldwide.
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