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 14,500 customers worldwide. We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.  New Era Technology provides a team-oriented culture, a positive environment filled with incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.  We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

We are seeking to hire a Desktop Support Technician to join our team. The ideal candidate will be a self-starter, focused on positive outcomes for the customer. The candidate will need to be comfortable leading and guiding a team of desktop technicians, be able to view situations from multiple angles, and will naturally take the lead to resolve problems when they arrive. Finally, the ideal candidate will be confident in themselves to suggest improvements when they observe deficiencies.

Duties and Responsibilities

• Serve as the initial contact for reporting technical issues and answering questions related to software, hardware, and network problems.
• Provide hands-on technical support for desktops, laptops, peripherals - Windows and MAC.
• Upgrading Windows & Apple notebook through the addition of new hardware, such as additional RAM or a new disk drive
• Replacing worn or defective parts and clean Windows & Apple notebook hardware according manufacturers’ specifications
• Performing testing of equipment that has been repaired, prior to returning the equipment to the user
• Imaging and re-imaging for Windows & Apple notebook deployments
• Respond to phone calls, messages, and emails related to system issues or hardware problems.
• Accurately diagnose, troubleshoot hardware and software issues, ensuring timely resolution.
• Assist end-users with hardware and software installations, configurations, and upgrades.
• Educate users on best practices for IT security and data protection.
• Ensure exceptional customer service and user satisfaction.
• Configure, troubleshoot, and monitor the functioning of personal computers and server systems.
• Basic Networking Knowledge
• Collaborate with other IT teams to address complex technical problems.
• Support and Mentor team members of desktop support technicians.
• Undertake pre-emptive maintenance on telecommunication equipment.
• Escalate unresolved issues to higher support tiers when necessary.
• Assign tasks, Coordinate with L2 teams, conduct training and provide feedback.
• Foster a positive and collaborative work environment.
• Maintain accurate records of incidents, service requests, and resolutions.
• Create and update documentation related to desktop support processes.
• Coordinate with stakeholders to ensure successful project execution.
• Inventory management

Other related duties as required.

Performance Measures

• Meeting client service level agreement (SLA) targets
• Meeting utilization targets
• Measures agreed and set during performance appraisal.

Qualifications

• Tertiary qualification in relevant field
• A certification or equivalent years of experience

Skills and Experience

• Minimum 5 years’ experience providing support in an Apple environment
• Significant experience with installation and troubleshooting in a technical environment
• Experience providing customer service in an IT environment
• Advanced technical skills in installation and troubleshooting of relevant Apple software and hardware
• Knowledge and experience of customer IT service delivery, ticketing and knowledge-based systems
• Previous experience with Lenovo Thinkpad laptops, Apple MacBooks, MAC OS, Microsoft Windows 10 OS, Microsoft Office 365 / 2011/ 2016, Crashplan, McAfee AV / ePO, Cisco AnyConnect VPN, Adobe Suite, PingID, SCCM and/or Casper
• Sound logical diagnostic ability

Attributes

• Positive attitude and collaborative approach in working within a team environment
• Strong customer service skills
• Leadership experience
• Strong oral and written communications
• Excellent interpersonal skills with the ability to communicate with a range of technical and non-technical people.
• Ability to learn and adapt quickly to changes
• Critical thinking and analytical capabilities in troubleshooting and problem solving
• Planning, organizing and prioritizing skills
• Attention to detail
• Ability to problem solve and think both logically and laterally.
• The ability to apply good time management discipline and work under pressure
• Client focused attitude