Cyclone is a New Zealand privately owned company with branch offices in Auckland, Wellington, Christchurch and Dunedin. We employ over 170 staff including ICT specialists, engineers and professional learning advisors.
What we are looking for:
We are on the lookout for a talented Senior IT support engineer to join our Service Desk team.
We are creating new senior positions within our Service Desk to strengthen our technical capability and promote internal growth and development.
This position will primarily be focused on providing technical mentorship and growing the technical capability within the team and providing end-to-end Level 2 support to our valued customers.
We pride ourselves on delivering fantastic customer focused support and becoming a customer’s trusted partner. Working both with our education and commercial customers you’ll have the opportunity to showcase your technical know-how and exceptional customer service skills.
You would have the opportunity to work with the following technologies across 140+ customers providing a great hub for learning and development and challenging enough for experienced Service Desk Engineers.
* 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
What you will do:
* Act as the gatekeeper and reviewer of all internal Service Desk escalated tickets within the Service Desk function before, they are formally escalated to senior teams.
* Provide technical ownership and support to those reviewing new customer onboarding documentation.
* Support the successful transitions of new services going live into operations that the Service Desk will support. This includes reviewing new support documentation and working with relevant transition/project leads.
* Maintain existing documentation within our knowledge management tools and collaborate with Senior Teams and customers as required.
* Be the technical link between the Service Desk and Senior Teams for more complex issues / escalated tickets.
* Technical ownership of complex tickets escalated by customers and seeing them through to completion.
* Ownership and management of user impacting Major Incidents that are managed within the Service Desk.
* Learn our industry standard tools and processes while shadowing our Engineers across multiple disciplines.
* Develop a foundational knowledge across our primary products and services.
* Contribute to our customer Project Delivery either as part of a project team, or independently.
* Develop and foster positive relationships with all customers.
* Commitment to deliver quality outcomes for clients.
* Support our engineers with the resolution of incidents covering software, hardware and infrastructure as defined by potential service level agreements.
* Incident and Service Request Management following standard incident progression and processes.
What you will bring:
* Tertiary ICT/computer qualifications and hold current industry (non-fundamental) certifications, such as AZ-104, MD-102, JAMF 200, CCNA, etc.
* 5 years' experience on a service desk or similar End User Support role, or senior engineering background.
* 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.
Research shows that candidates from underrepresented backgrounds hesitate to apply for roles if they feel they don’t meet 100% of the criteria. So, if this opportunity excites you and you think you have the skills and experience to add value (even if not specified), please don’t hesitate to apply!
Working at Cyclone includes the opportunity to thrive in:
* A workplace rich in diversity, inclusive of all thinking styles, and actively reflecting our core values.
* The opportunity to work for a New Zealand-owned business that inspires and enables successful outcomes.
* Being part of a collaborative team, with tight customer and supplier relationships.
* Having training platforms and development pathways with direct access to large multinationals such as Apple, Microsoft, HP, Google, and Dell.
* Experience varied and challenging work with the latest leading technologies.
Personal development, innovation, and change are not only inspired but also celebrated here at Cyclone. We value our people and want them to enjoy and take pride in their work.
You will work alongside a diverse and inclusive team of people who will respect, challenge, support, and mentor you to have fun while you do your best work.
What’s in it for you….
* Continuous Learning and Development on our internal training platform.
* Health Insurance with Southern Cross.
* A laptop in support of work duties.
* Optional extra 1-week annual leave.
* Team events and social activities.
* Discounts on IT hardware from our vendors.
* One paid volunteer day per year to support our commitment to giving back to the community.
* Matching your donations of up to $1000 per year to the Charity of your choice.
* Working in our supportive Christchurch Office.
* Competitive salary and benefits package.
Please apply with CV and Cover Letter
You must currently live in New Zealand and be eligible to work here to apply for this position.
Your application will include the following questions:
Which of the following statements best describes your right to work in New Zealand?
Do you have customer service experience?
What's your expected annual base salary?
How much notice are you required to give your current employer?
How would you rate your English language skills?
How many years' experience do you have in the IT industry?
Have you completed a qualification in ICT?
Report this job advert
Don’t provide your bank or credit card details when applying for jobs.
#J-18808-Ljbffr