Customer Support Analyst

## Customer Support AnalystApplylocations: New Zealand, Christchurchtime type: Full timeposted on: Posted 2 Days Agotime left to apply: End Date: July 3, 2026 (10 days left to apply)job requisition id: JR100017**About Us**For more than 50 years, Tait Communications has designed, delivered, and supported critical communications solutions that help protect communities around the world. Founded in Christchurch by Sir Angus Tait, we have grown into a global organization, supporting customers across public safety, utilities, transport, and other mission-critical industries. At Tait, our people are central to everything we do. You’ll be part of a global team of experienced, capable professionals who take pride in solving complex problems and delivering technology that performs when it matters most. We value collaboration, practical expertise, and continuous learning, and we support our people to develop their skills and careers while making a meaningful contribution to the communities we serve.**Te Tūranga - The Role**We are excited to invite applications for a Customer Support Analyst to join our Service Management Centre (SMC). In this critical role, you will help ensure the operational excellence of our clients' essential communications networks in a 24x7 environment, supporting customers who rely on Tait to keep communities safe.As a member of the SMC team, you will provide support across Proactive Monitoring, Incident Management, Problem Management, Service Request Management, Change Management, Configuration Management, and System Performance Reporting. You will use our ITSM tools and ITIL best practices to manage planned and unplanned network events, ensuring effective communication with all stakeholders and delivering results in line with our SLAs.This position forms part of a rotating 12-hour day/night shift roster.**The duties of the role will include:****Proactive Monitoring*** Live monitoring of Tait Managed Services' critical client communication systems.* Using the Tait MS tool suite to identify and assess system events.* Creating incident tickets for events that impact client operations.**Incident Management*** Support troubleshooting and managing incidents through to resolution.* Coordinating internal and external escalation partners to meet SLA timeframes.* Communicating clearly with clients on incident status and impact.* Supporting major incident reviews and identifying improvements.**Problem Management*** Gathering and interpreting data from multiple sources to identify root causes.* Documenting findings in problem tickets and coordinating timely resolution.* Maintaining effective communication with clients and vendors.**Service Request Management*** Support the fulfilment of service requests within SMC or assigning to support groups.**Change Management*** Raising and coordinating Change Management tickets on behalf of clients.* Participating in change activities and providing post-implementation reporting.**Scheduled Tasks & Knowledgebase*** Supporting and performing scheduled client tasks as per the SMC calendar.* Creating, following, and peer-reviewing SMC Knowledgebase content.**Asset Management*** Maintaining accurate client access and configuration records in alignment with ISO27001.* Ensuring regular backups and repository updates.**System Performance Reporting*** Collecting and analyzing KPI/SLA data.* Preparing draft reports and recommendations for internal review before delivery.**Ō pūkenga - About You**To be successful in this role, you will be a technical professional who thrives in a fast-paced, mission-critical environment and brings strong communication and leadership capability.**Required:*** NZQA Level 6 Diploma or higher in Electronics, Computing, Software, Technical Support or Networking Technologies.* Current **ITIL Foundation Certification**.* 2+ years' technical experience in a network **operations centre (NOC L1 / L2)** environment.* Experience resolving technical incidents and applying ITIL practices.* Network and service management experience in RF environments (coverage, multicoupling, antennas, interference).* Ability to interpret monitoring tools, event logs, and disparate system information.* Skills in IP networking, Unix/Linux, and advanced PC proficiency.* Experience participating in Service Transition projects and cross-functional work.* Exposure to field trials, field support, or technical working groups.* Experience capturing client-based insights.**Preferred:*** CCNA or other networking certifications.* Experience in a critical communications environment.**What We Offer**We are committed to making a positive difference for our people, their families, and the communities they are part of. We support our employees to build rewarding, sustainable careers by fostering an environment grounded in our values: Commitment to Listen, Courage to Act, and Integrity to Deliver. These values underpin everything we do for our employees and our customers. For you, this means supporting your learning and development, great work/life balance, and ongoing support to help you deliver your best work.**How to Apply**Sound like your kind of role? If you are looking to take the next step in your career and are ready to work for a high performing organization, alongside talented people, please submit your application with CV and cover letter via our online careers site. Only applications submitted through the official application process will be considered.Applications will be assessed as they are received, and your CV will be held unless you contact us to request this to be removed.For more information about the company, our products and solutions offered to our customers, please visit our website: www.taitcommunications.com Tait Communications is committed to fostering a diverse, equitable and inclusive workplace where everyone feels valued, respected and empowered to succeed. We are encourage applications from all backgrounds to apply. **Diversity & Inclusion Statement** Tait Communications is committed to fostering a diverse, equitable and inclusive workplace where everyone feels valued, respected and empowered to succeed. We are encourage applications from all backgrounds to apply. #J-18808-Ljbffr