Support Engineer

About New Era Technology

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.

Job Summary

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.

Key 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.

Requirements

• 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 systems.