Service Desk Engineer - Level 2

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 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