Entry Level Support Engineer
On-siteHenderson, Auckland, New Zealand
Job Summary
Respond to client inquiries and provide technical support via phone, email, and chat while diagnosing and troubleshooting issues reported by users. Document and track all client issues using a ticketing system, escalate unresolved problems to appropriate teams, and follow up until resolution. Collaborate with cross-functional teams to resolve complex technical problems and stay current with product knowledge and industry trends. Work Monday through Thursday for eight hours daily and Friday for six hours, totaling 38 hours weekly, with on-site presence at client locations in West Auckland and occasional local travel. Must be a New Zealand citizen or hold permanent residency with a valid New Zealand driver's license.
Required Qualifications
- Must be a NZ Citizen or hold permanent residency
- Must have a NZ Driver's License (Full or Restricted)
- Monday - Thursday 8 hours daily; Friday 6 hours
- 38 hours weekly
- Based-on-site on our client sites in West Auckland
- Working within the education sector
- First point of contact for any IT-related issues
- Face-to-face interactions
- Managing the ticket board
- Deliver excellent customer service
- Effectively communicate with non-technical users
- Prioritize and troubleshoot technical problems
- Collaborate with cross-functional teams
- Resolve complex issues
- Complete daily timesheets
- Strong attention to detail
- Some local travel across sites
- Flexibility
Desired Qualifications
- Practical technical knowledge in supporting and implementing: Windows 11
- Practical technical knowledge in supporting and implementing: Windows Server 2022
- Practical technical knowledge in supporting and implementing: Azure Active Directory
- Practical technical knowledge in supporting and implementing: Firewalls (FortiGate)
- Practical technical knowledge in supporting and implementing: Switching (Ruckus, HP, Allied Telesis)
- Practical technical knowledge in supporting and implementing: Wireless (Ruckus, Aruba/HP, Aerohive)
- Practical technical knowledge in supporting and implementing: Printers/Copiers
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