IT Support Engineer

Cyclone Computer Company

2d • Hybrid

About The Position

We have an exciting opportunity for an experienced Support Engineer to join our team in a hybrid Service Desk and Field Support role based in Queenstown. In this position, you'll work primarily from your home in Queenstown while supporting our National Remote Service Desk, providing Level 1 and Level 2 technical support through a variety of channels including phone, email, chat, and remote assistance. As a key member of our support team, you'll be the first point of contact for our customers across New Zealand, helping resolve technical issues efficiently while delivering an exceptional customer experience. What makes this role unique is the opportunity to combine remote support with hands-on onsite work. In addition to supporting our national customer base, you'll provide onsite technical support to our Queenstown-based customers, giving you the chance to get out from behind the desk, build strong customer relationships, and work directly with a variety of technologies and environments. This is an excellent opportunity for someone who enjoys variety, autonomy, and customer interaction. You'll gain exposure to a broad range of technologies across a diverse client base, continually expanding your technical knowledge and developing your skills. The technologies listed below represent just some of the platforms and solutions you'll have the opportunity to support as part of this dynamic and rewarding role.

Requirements

• Customer service skills.
• Tertiary ICT/ITIL/computer qualifications.
• 3 years' experience on a service desk or similar role.
• An ability to work as part of a large team while taking responsibility for your work.
• Problem solving skills and instinct to take ownership when dealing with issues.
• Curiosity loads of initiative and ability to work independently, a "self-starter".
• Exceptional communication and relationship building skills.

Nice To Haves

• Windows 10/11
• macOS
• Microsoft 365
• Google Workspace
• Windows Servers
• Veeam Backup & Replication
• ESET security solutions
• Intune and Jamf MDM solutions
• HPE and Lenovo Server & Storage Solutions
• Ruckus & Aruba Networks
• Remote monitoring and Management

Responsibilities

• Learn our industry standard tools and processes while shadowing our Engineers across multiple disciplines.
• Develop a foundational knowledge across our primary products and services.
• Develop and foster positive relationships with all customers.
• Commitment to deliver quality outcomes for clients.
• Support our customers with the resolution of incidents covering software, hardware and infrastructure as defined by potential service level agreements.
• Incident and Service Request Management following standard ITIL processes.

Benefits

• health insurance
• a paid volunteer day per year
• discounts on technology
• training platforms and development pathways with direct access to large multinationals such as Microsoft, HPE, Aruba, Fortinet, Apple, Google, and Dell.
• Being part of a collaborative team, with tight customer and supplier relationships.
• A workplace rich in diversity, inclusive of all thinking styles, and actively reflecting our core values.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree