Information Technology Support Specialist

Location: We have opening for Auckland and Wellington also Key Responsibilities Provide technical support to customer employees, partners, and vendors across supported business services. Operate at Level 1.5 / Level 2 support capability, managing incidents and service requests in accordance with defined support processes and service levels. Deliver support across multiple channels, including phone, email, chat, and alerts. Diagnose and resolve issues independently, and engage in technical discussions with enterprise customers, stakeholders, and resolver groups where required. Collaborate with internal stakeholders, specialist teams, and external vendors to resolve complex or high-impact issues. Maintain a strong focus on in-team resolution and service ownership, with the objective of resolving the majority of customer interactions without unnecessary escalation. Perform time-sensitive operational activities, including BCP activations and retail store support, where applicable. Support a broad portfolio of Corporate, Enterprise, and Government services, across varied customer environments, platforms, and business support processes. Collaborate with Major Incident Managers (MIMs) during Priority 1 and Priority 2 incidents to support service restoration activities. Create, maintain, and improve Standard Operating Procedures (SOPs) and contribute to knowledge transfer, mentoring, and onboarding of team members. Support continuous improvement initiatives, including opportunities related to automation, operational efficiency, and AI-led productivity enhancements. Ensure adherence to SLA commitments, quality standards, operational controls, and a strong customer-first service approach. Total Experience 3-5 years Mandatory skills Service Desk experience handling voice calls, Basic Networking, O365, Windows support Telecom WFO / WFH / Hybrid WFO (1 day WFH after consent from customer) #J-18808-Ljbffr