Entry Level Support Engineer

What is the role?

38 hour working week (Mon - Thu 8hrs & Fri 6 hours)

Based on-site our client sites in New Plymouth and working within the education sector, you will be the first point of contact for any IT-related issues. Through face-to-face interactions and managing the ticket board, you'll deliver excellent customer service, effectively communicate with non-technical users, and prioritize and troubleshoot technical problems. You'll also collaborate with cross-functional teams to resolve complex issues. As part of your responsibilities, you'll complete daily timesheets, which require strong attention to detail This role may require travel between sites, flexibility is important. No company vehicle provided.

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

Responsibilities:

• Respond to client inquiries and provide technical support via various channels (phone, email, chat, etc.)
• Diagnose and troubleshoot technical issues reported by clients.
• Document and track client issues using a ticketing system.
• Escalate unresolved issues to appropriate teams and follow up until resolution.
• Stay up to date with product knowledge and industry trends to provide accurate and timely support.

Please note that this is a general description.

Desirable:

Practical technical knowledge in supporting and implementing:

• Windows 11
• Windows Server 2022
• Azure Active Directory
• Firewalls (FortiGate)
• Switching (Ruckus, HP, Allied Telesis)
• Wireless (Ruckus, Aruba/HP, Aerohive)
• Printers/Copiers

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.