Service Desk Engineer (Level 1)

What is the role  

Monday - Friday 38 hours working week.   
Shifts: Monday 07:30 - 4:00 and Tuesday through Friday 7:30 - 3:30 

Based at our Newmarket, Auckland office and supporting clients within the education sector, you’ll be part of a busy technical support environment where customer service is key. Your primary focus will be responding to client calls, diagnosing and troubleshooting technical issues, and working through to resolution or escalation. You’ll also ensure incidents, monitoring activities, and timesheets are accurately recorded and maintained, while building positive relationships with clients and internal stakeholders. 

Please note that there is no onsite parking available. 

• Must be a NZ Citizen or hold permanent residency  
• Must have a NZ Driver's License (Full or Restricted)  

Responsibilities: 

• Monitor and support LAN, WAN, and other network services to ensure optimal performance.  

• Manage and report on client backup systems, including investigating and resolving failed backups.  

• Provide technical support to clients via phone, email, and ticketing systems.  

• Troubleshoot and resolve incidents and service requests within SLA requirements.  

• Assist with IT installations, hardware configuration, and deployment of PCs, servers, and network equipment.  

• Maintain accurate documentation and update tickets regularly in ConnectWise.  

• Escalate complex issues when required and collaborate with internal teams to achieve timely resolutions.  

• Liaise with clients regarding support requirements and out-of-scope work.  

• Contribute to the development and maintenance of technical procedures and documentation.  
• Perform other related duties as required. 

Please note that this is a general description 

Desirable:  

• Experience in IT support, service desk, or customer support environments.  

• Good understanding of Microsoft systems, networking, LAN/WAN infrastructure, and internet technologies.  

• Strong troubleshooting, problem-solving, and diagnostic skills.  

• Excellent communication and customer service skills.  

• Self-motivated, organised, and able to manage multiple priorities.  

• Team-oriented with a proactive approach and willingness to learn. 
• Relevant industry certifications (CCNA, Microsoft, VMware, Citrix, Fortinet) are advantageous.  

What we offer 

• A friendly team environment with a strong technical support network.  

• Opportunity to work with the IT industry's latest technologies. 

• Internal career growth for high performers and IT super-stars  

• An opportunity to earn while you learn with our Certification Bonus Program  

• EAP Program – Raise limited. Three free sessions per year. 

• Cost price on products from our suppliers 

• Referral Bonus Initiative   
• School holiday – Projects and Training opportunities