---
title: 'Support Engineer Level 2 (Escalations) at New Era Technology'
canonical: 'https://feeny.ai/job/support-engineer-level-2-escalations-new-era-technology-dunedin-a2d881tx1frn'
type: 'job'
last_seen: '2026-11-05'
---

# Support Engineer Level 2 (Escalations) at New Era Technology

- **Company:** New Era Technology
- **Location:** Dunedin, New Zealand
- **Posted:** 2026-10-20
- **Last confirmed live:** 2026-11-05
- **Apply:** https://job-boards.greenhouse.io/neweratech/jobs/8899470002

## Job description

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

Monday - Friday 40 hour working week.

Based across multiple client sites in Dunedin and working within the education sector, the primary responsibility of this role is to provide advanced technical support and escalation management, ensuring the stability, performance, and reliability of client IT environments.

The Support Engineer Level 2 (Escalations) role bridges the gap between the Service Desk, Support Engineers, and Systems Engineers by resolving complex technical issues, supporting projects and infrastructure improvements, and ensuring SLA and service delivery targets are met. The role also provides technical leadership through the coordination of escalations, project rollouts, and the mentoring of Support Engineers.

This role involves travel across Dunedin to support multiple client sites, so flexibility is essential. A company vehicle may be provided from time to time.

- Must be a NZ Citizen or hold permanent residency
- Must have a NZ Driver's License (Full or Restricted)

Responsibilities:

- Provide remote and onsite support for complex IT issues across client environments.
- Troubleshoot and resolve hardware, software, network, and infrastructure incidents.
- Manage escalated support requests through to resolution while meeting SLA targets.
- Support the deployment, maintenance, and optimisation of desktops, servers, and network infrastructure.
- Assist with system upgrades, project delivery, and technology rollouts.
- Maintain accurate technical documentation and follow security best practices.
- Build strong client relationships through professional and responsive service.
- Mentor junior engineers and continue developing technical skills and knowledge.

Please note that this is a general description

Desirable:

- Previous experience in a Level 2 Support, Service Desk, or Systems Engineering role.
- Relevant IT qualifications and/or industry certifications (Microsoft, CompTIA, or similar).
- Strong knowledge of Windows Server, Active Directory, Microsoft 365, and virtualisation technologies.
- Experience supporting networking environments, including TCP/IP, firewalls, and cloud services.
- Strong troubleshooting, problem-solving, and technical documentation skills.
- Excellent communication skills with a customer-focused approach.
- Well organised, proactive, and able to manage competing priorities.
- A team player with a commitment to continuous learning and professional development.

## What we offer

- A friendly team environment with a strong technical support network.
- Opportunity to work with the IT industry's latest technologies.
- Internal career growth for high performers and IT super-stars
- An opportunity to earn while you learn with our Certification Bonus Program
- EAP Program – Raise limited. Three free sessions per year.
- Cost price on products from our suppliers
- Referral Bonus Initiative
- School holiday – Projects and Training opportunities

## #LI-SA2

New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/https://www.neweratech.com/us/privacy-policy/

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at privacy@neweratech.com .

## About New Era Technology

## Company Overview
- **One-liner**: New Era Technology is a global technology solutions provider that delivers cloud, managed, cybersecurity, and collaboration services to securely connect people, places, and information.
- **Entity Type**: Private (Privately Held)
- **Headquarters**: West Chester, Pennsylvania, United States
- **Founded**: Not publicly available
- **Founders**: Not publicly available

## Core Business
- Primary industry/industries: IT Services and IT Consulting, Digital Transformation, Cybersecurity, Data Networking, Smart Buildings/IoT, Unified Communications
- Target customers: B2B, Enterprise, SMB, and Government across industries including Banking & Finance, Healthcare, Education, Retail, and Global Enterprise (20,000+ customers worldwide)
- Mission or purpose statement: “To deliver and support technology solutions that securely connect people, places, and information.”

## Products & Services
- **Cloud Services (CloudBlu)**: Cloud migration, hybrid cloud infrastructure, and managed cloud services – SaaS/Managed Services
- **Managed Services (ITMS & BPO)**: 24/7 monitoring, help desk, and business process outsourcing – Managed Services
- **Professional Services**: Strategy, deployment, training, and ongoing support for technology initiatives – Professional Services
- **SecureBlu Security Services**: Cybersecurity, physical security, access control, surveillance, and threat monitoring – Managed Security Services
- **Data Networking & Infrastructure**: High-performance networking, hybrid cloud infrastructure, and intelligent monitoring – Infrastructure Solutions
- **Modern Workplace & Collaboration**: Unified communication platforms, collaboration tools, and video conferencing – SaaS/Service
- **Digital Transformation**: Agile platforms, process automation, change management, and end-to-end transformation – Consulting & Integration
- **AI Solutions for Business**: AI-powered predictive analytics, automation, and personalized customer engagement – SaaS/Platform
- **Physical Security & Life Safety**: Access control, video surveillance, and integrated safety systems – Hardware/Service
- **Smart Building & IoT**: IoT sensors, building automation, and data-driven facility management – Hardware/Service

## Market Standing
- **Valuation**: Not disclosed (private company)
- **Key Metric**: Annual revenue estimated at $727.3 million (per LinkedIn) – note: conflicting reports (careers page states 3,000+ employees, while LinkedIn shows 1,426 employees; revenue figure aligns with LinkedIn’s estimate)
- **Notable Investors/Partners**: Not publicly available
- **Growth Signals**: Headcount grew 8.5% year-over year (LinkedIn, +162 people); 24 active job postings (LinkedIn); 84,929 LinkedIn followers (29.2% yearly growth); operates in 28 countries across Americas, EMEA, and APAC

## Competitive Advantages
- **Global footprint**: Offices in the Americas, EMEA, and APAC with ability to serve multinational clients
- **End-to-end capability**: From strategy through deployment, training, and ongoing support – a single partner for complex tech transformations
- **Certified expertise**: Team of highly skilled, industry-certified professionals (engineers, designers, installers, technicians, sales)
- **Diverse industry experience**: Proven solutions for healthcare, finance, government, education, retail, and smart buildings
- **Core values culture**: Community, Integrity, Agility, and Commitment embedded in customer delivery and employee experience

## Strategic Focus
- **AI & Automation**: Building AI-powered platforms for predictive analytics and automation to drive smarter operations
- **Cybersecurity expansion**: Integrated cyber and physical security offerings (SecureBlu) amid rising demand
- **Digital transformation**: Helping enterprises modernize with cloud, agile platforms, and process automation
- **Workplace modernization**: Enabling flexible, hybrid work environments with unified communications and collaboration tools

## Why Work Here
- **Culture**: “Community of like-minded, like-hearted people” with a growth-oriented, high-tech environment that encourages personal and professional development
- **Work models**: Flexible positions with remote, hybrid, and on-premise options; “work/personal life balance” emphasized
- **Benefits**: Competitive benefits, generous PTO, industry training, certifications, and a focus on employee investment
- **Engineering culture**: Teams of highly skilled, certified professionals who are encouraged to drive change and think outside the box
- **DE&I**: Equal opportunity employer; prohibits discrimination and harassment (race, color, religion, age, sex, disability, etc.)
- **Recruitment honesty**: No fees asked; official channels only; privacy contact if suspicious activity

## Sources
1. [neweratech.com](https://www.neweratech.com)
2. [LinkedIn Company Page](https://www.linkedin.com/company/new-era-technology-us)
3. [New Era Technology Careers](https://www.neweratech.com/careers)
4. [Greenhouse Job Board](http://job-boards.greenhouse.io/neweratech)
5. [New Era Technology About](https://www.neweratech.com/about)

## Other roles at New Era Technology

- [Entry Level Support Engineer](https://feeny.ai/job/entry-level-support-engineer-new-era-technology-whangarei-x69hkcjdsbq8) — Whangarei, New Zealand
- [Technical Project Manager](https://feeny.ai/job/technical-project-manager-new-era-technology-manila-pbydwvdm0dkk) — Manila, Philippines
- [Project Manager](https://feeny.ai/job/project-manager-new-era-technology-india-bs7t9bc0f4vd) — India
- [Field Tech Support Specialist - Hillsboro, OR](https://feeny.ai/job/field-tech-support-specialist-hillsboro-or-new-era-technology-hillsboro-7qy6r1h29czf) — Hillsboro, OR
- [IT Network Hardware Asset & Logistics Analyst](https://feeny.ai/job/it-network-hardware-asset-logistics-analyst-new-era-technology-auburn-hills-28d67t30qwwq) — Auburn Hills, MI
- [Field Technician](https://feeny.ai/job/field-technician-new-era-technology-remote-pm5a39eqjajr)
- [Logistics Center Technician](https://feeny.ai/job/logistics-center-technician-new-era-technology-indianapolis-16gpx4m1sp70) — Indianapolis, IN
- [Desktop Support Technician - Entry Level](https://feeny.ai/job/desktop-support-technician-entry-level-new-era-technology-san-jose-s3wrftzywff6) — San Jose, CA
- [Infrastructure Engineer (Bridge Coordinator)](https://feeny.ai/job/infrastructure-engineer-bridge-coordinator-new-era-technology-manila-trywp2daxbcq) — Manila, Philippines
- [Advanced Low Voltage Installation Technician](https://feeny.ai/job/advanced-low-voltage-installation-technician-new-era-technology-fort-wayne-v3wrt53v6azx) — Fort Wayne, IN