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.

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.

What is the role? 

As a Support Engineer, you'll play a critical role in delivering high-quality technical support to clients across a range of environments. This includes providing both remote and onsite assistance, diagnosing and resolving hardware, software, and network issues, and ensuring systems are configured and maintained to meet performance, reliability, and security standards.

You'll be responsible for responding to incidents and service requests in line with SLA commitments, escalating unresolved issues appropriately, and contributing to project work and system upgrades. Your day-to-day will involve , supporting end users, deploying and maintaining IT infrastructure and collaborating with stakeholders to understand and address technical requirements.

This role also includes documenting technical procedures, maintaining accurate time records, and continuously developing your technical knowledge across the technologies used within New Era.

The role is based in our Belmont office, Monday-Friday, 38 hours per week with some customer site and scheduled after hours work required.

Duties and Responsibilities

• Provide remote and onsite support for client systems, resolving incidents and service requests in line with SLA commitments.
• Diagnose and troubleshoot hardware, software, and network issues, escalating unresolved problems as needed.
• Maintain and optimize existing infrastructure, including PCs, servers, and network equipment, through scheduled updates and preventative maintenance.
• Collaborate with end users and stakeholders to understand technical requirements and ensure systems meet operational needs.
• Monitor system logs, maintain documentation, and contribute to ongoing support activities and internal projects.
• Uphold security and privacy standards across supported environments, while continuously developing technical knowledge through training and self-study.

Who are we looking for

• Minimum 2 years' experience in an IT support role, ideally within a Managed Services Provider (MSP) environment
• Strong troubleshooting skills across hardware, software, and networking, with a focus on maintaining and supporting existing systems
• Confident in deploying and supporting equipment onsite, including PCs, servers, and network devices
• Experience with IP telephony solutions such as 3CX or Microsoft Teams Voice
• Solid understanding of Microsoft 365 (MS-900 level), networking fundamentals, and IT infrastructure
• Excellent communication skills; phone, written, and face-to-face, with a customer-first mindset
• Proactive approach to learning and professional development, with a growth mindset
• Industry certifications highly regarded, including MS-900, AZ-900, SC-900, CompTIA A+/Network+, and ITIL Fundamentals
• Valid driver's license required for onsite support

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
• Lunches and snacks provided
• Comprehensive Employer Assistance Program
• Referral bonus

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