Address
Form of workWhat is the role
The focus of this role is to provide technical support to clients including remedial maintenance support on Infrastructure, LAN and WAN Networks and implementation of new projects. This position works closely with other members of the Service Delivery team to ensure client networks are supported and maintained to required standards and SLAs are met.
Along with this, the duties and responsibilities for the role also include but may not be limited to:
- Providing remote and onsite support for client networks and installations
- Performing troubleshooting of network, server and storage infrastructure
- Analysing and identifying hardware and network system faults, evaluate alternative solutions, determine and implement the solution process
- Performing part replacement for network, server and storage infrastructure
- Configuring network, server and storage infrastructure
- Administering Windows, Linux, network and Cloud infrastructure and related management software
- Maintaining Windows, Linux, network and Cloud infrastructure
- Working with clients to understand technical requirements
- Developing high level and low level design documentation
- Acting as an escalation point and providing assistance to more junior members of the team
- Monitoring and reviewing daily logs and creating incident tasks where action is required
- Responding to incidences and assigned problems to meet SLA requirements
- Developing and maintaining technical procedure and system documentation for the supported architectures
- Proactively improving and automating technical procedures
- Maintaining and developing broad, high level technical knowledge and skills across technologies deployed by New Era, through self-study and internal and external training courses
- Documenting daily activity, through mandated time sheeting system, in an accurate and timely manner
- Participating in an on call roster
Who we are looking for
While being on top of your game technically is obviously an essential attribute for this role, we are also looking for someone who has the following:
- Solid experience supporting servers, storage and network devices
- Experience handling IT infrastructure physical installs and break fix
- Experience working in a data centre environment
- Previous experience troubleshooting remotely
- Solid Networking skills (LAN / WAN / Wireless and TCP/IP
- Experience implementing Voice solutions – SIP / VoIP
- Knowledge of or experience with the following technologies desirable:
- Bash and PowerShell Scripting
- Microsoft and Linux Operating Systems
- Office 365 / Azure AD
- Active Directory – Group Policy / NPS / WSUS
- VMware & Hyper-V Administration with SAN Storage
- Web applications / Proxies – Apache / nginx / IIS
- Database Systems Administration – MSSQL / MySQL
- Remote Solutions RDP Gateways / Citrix Netscaler
- Backup technologies – Veeam / Unitrends / Acronis
- SSL certificates
- Tertiary qualification in relevant field
- Industry qualifications in Fortinet and/or Cisco
- Industry qualifications in Sophos, Microsoft, VMware, Symantec or Citrix highly regarded
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
- Lunches and snacks provided
- Bonuses and incentives for upskilling
What we do
New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 20, 000 customers worldwide.
Who we are
New Era promotes a culture of continued development, both personal and professional. As a team member, you will receive competitive benefits, industry training, and certifications. We are team-oriented and have a positive environment filled with incredible staff, who have a genuine passion for providing the best service to our clients worldwide. We believe that investing in our employees is the key to professional growth and setting the standard for excellence in our field. We are looking for new team members who showcase our core values of community, integrity, agility and commitment. If this resonates with you, there is an opportunity join New Era Technology’s growing team of highly skilled and industry-certified professionals.
