Level 2 IT 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.

SUMMARY:

The IT Support Engineer's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

PRIMARY DUTIES include but not limited to:

• Solve incoming help requests from end users in a courteous manner
• Document all pertinent end user identification information
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriate team.
• Record, track, and document the Managed Services Support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts.
• Perform transfers, additions, and change requests as they are submitted by members of management.
• Ensure that physical desktop connections are in proper working order.
• Apply diagnostic utilities to aid in troubleshooting.
• Create and maintain up-to-date documentation of existing and new client systems and environments.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Provide network support for client systems.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop procedures and frequently asked questions lists for end users.
• Procure computer supplies as requested by IT management

COMPETENCIES:

• Working knowledge of a range of diagnostic utilities.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation for both internal and external customers.
• Experience working in a team-oriented, collaborative environment.

The working hours for the position are 11:00-19:30, Monday to Friday

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