Entry Level Support Engineer
On-siteManukau, Northland, 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 client problems using a ticketing system, escalate unresolved issues 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 South Auckland and some local travel required. This role serves as the first point of contact for IT-related issues within the education sector.
Required Qualifications
- NZ Citizen or permanent residency
- NZ Driver's License (Full or Restricted)
- Monday - Thursday 8 hours daily; Friday 6 hours – 38 hours weekly
- Based on-site on client sites in South Auckland
- Working within the education sector
- First point of contact for IT-related issues
- Face-to-face interactions
- Managing the ticket board
- Delivering excellent customer service
- Effectively communicating with non-technical users
- Prioritizing and troubleshooting technical problems
- Collaborating with cross-functional teams
- Completing 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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