Senior IT Support Engineer

Position Overview We are seeking a Senior IT Engineer to take a hands‑on role in IT service delivery and infrastructure support for Auckland and regional users. This execution-focused position combines infrastructure ownership (20–30%) with hands‑on L1/L2 support (70–80%), working in a shared support model alongside the Junior IT Support. You will handle tickets collaboratively rather than through a strict escalation chain, supporting end users and senior stakeholders across NZ/AU, the US, and other regions. This role directly ensures the stability and performance of ZURU's IT infrastructure across the Auckland office and regional sites, enabling teams to work without disruption. By combining infrastructure management with responsive hands‑on support, you will drive faster incident resolution, higher ticket quality and long‑term fixes that reduce recurring issues — strengthening ZURU's lean IT model by balancing proactive infrastructure improvements with day‑to‑day service delivery excellence. Roles & Responsibilities Manage and support core infrastructure including network (switches, firewalls, Wi‑Fi), servers/virtual machines, and identity systems (M365, Azure AD), ensuring stability, performance, and security. Provide hands‑on L1/L2 IT support to local and remote users across NZ/AU, the US, and other regions, working collaboratively with the Junior IT Support in a shared ticket pool. Lead L2/L3 troubleshooting and root cause analysis, taking ownership of complex issues and high‑impact incidents end‑to‑end. Drive service delivery improvements by identifying recurring issues, implementing long‑term fixes, and improving ticket resolution speed and quality. Coordinate with external vendors on infrastructure support, technical troubleshooting, and solution implementation. Support both end users and senior stakeholders, balancing workload collaboratively within a lean, shared support model. Collaborate with the ITSC (IT Service Centre) to deliver seamless support across global regions. Skills & Experience 5+ years of experience in IT support and infrastructure management. Strong hands‑on experience with networking (switches, firewalls, Wi‑Fi), Windows, M365, and Azure AD. Proven L2/L3 troubleshooting capability with the ability to perform root cause analysis. Experience with endpoint management and IT service delivery in a multi‑site environment. Comfortable working in a lean, hands‑on team with a collaborative, ownership‑driven mindset. What We Offer Culture for Growth Surrounded by an A Player Team Competitive Remuneration #J-18808-Ljbffr