Level 2 IT Support Engineer (MSP)

As New Zealand's largest specialist IT retailer, PB Tech continues to lead through innovation and scale. With access to PB Tech's extensive product portfolio and a reputation for trusted service, this team is positioned to redefine how New Zealand shops online. With a catalogue that spans everything from cutting-edge tech to everyday essentials, we serve Kiwis across the country through our extensive store network and online platform. The Opportunity Due to continued growth, we are creating an additional role and are seeking a motivated individual to join our expanding team. We’re looking for a Level 2 Support Engineer (MSP) to join our Managed Services Team. Demand for our services has increased significantly and while we have strong candidates currently onboarding, the continued growth of our client portfolio has created the need for an additional team member. This is a client-facing role where you'll provide Tier 1 and Tier 2 technical support to external customers, troubleshoot diverse IT issues and help maintain the high level of service our clients expect. This position requires strong communication abilities, client relationship and management skills , solid technical expertise and the capability to work efficiently in a supportive environment. What You'll Do Provide first-line support to external customers via phone, email, or chat, resolving issues related to software, hardware, and networks. Log, prioritise, and manage support tickets through the helpdesk system, ensuring timely resolution and appropriate escalation. Diagnose and resolve technical issues remotely using various tools, covering operating systems, applications, networks, and hardware. Monitor customer systems, identify potential issues, and take proactive steps to prevent downtime or service disruptions. Maintain accurate records of all interactions and technical issues in the helpdesk system. Collaborate with higher-level technical teams or third-party vendors to collaborate complex issues. Ensure all issues are resolved within agreed Service Level Agreements (SLAs), with clear communication and regular updates to customers. Occasionally provide guidance to customers on software usage, system maintenance, or other technical queries. Participate in internal reviews to improve processes, tools, and customer service. What You'll Bring Level 6 and above qualification in Information Technology, Computer Science, or a related field (or equivalent work experience). 1-3 years of experience in an MSP environment or a similar setting, with the ability to identify opportunities, confidently perform upselling and communicate with customers in a highly professional manner. Must be fluent in English with strong professional communication skills Strong knowledge of Windows/Mac OS, Office 365, and common IT infrastructure (networking, VPN, etc.). Experience using remote desktop tools and ticketing systems (e.g., Zendesk, ServiceNow, or similar). Strong problem-solving skills and the ability to work under pressure. Excellent communication skills, both verbal and written. Familiarity with ITIL processes is a plus. Customer-focused mindset and a positive attitude. What We Offer Access to New Zealand's most comprehensive range of tech products, along with exclusive staff discounts A dynamic and culturally diverse workplace that fosters innovation and values individual initiatives Southern Cross health insurance coverage (available after one year of continuous full-time employment) Ongoing learning and development programs, complemented by strong support and mentorship from management We thank all applicants. Please note only short-listed candidates will be in contact. #J-18808-Ljbffr