Entry Level Support Engineer

New Era Technology•Hamilton, ON

4d•Hybrid

About The Position

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 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. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together. Are you passionate about IT and want to kick off your professional career?

Requirements

Must be a NZ Citizen or hold permanent residency
Must have a NZ Driver's License (Full or Restricted)
Ability to communicate with non-technical people
Prioritizing and troubleshooting technical issues
Attention to detail for completing daily timesheets

Nice To Haves

Practical technical knowledge in supporting and implementing: Windows 11, Windows Server 2022, Azure Active Directory, Firewalls (FortiGate), Switching (Ruckus, HP, Allied Telesis), Wireless (Ruckus, Aruba/HP, Aerohive), Printers/Copiers

Responsibilities

Respond to client inquiries and provide technical support via various channels (phone, email, chat, etc.)
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.
Completing daily timesheets which require attention to detail.
Provide excellent customer service to our clients.
Communicate with non-technical people while prioritizing and troubleshooting technical issues.
Collaborating with cross-functional teams to resolve complex problems.