L2 Service Desk Support Technician

The Company
A nimble and fast-paced Cloud First IT Managed Services provider for businesses in NZ is on the hunt for an L2 Service Desk Engineer who supports customers through proactive IT Managed Services.Based in Albany, and after the training period, a largely work from home role, our client is a family-oriented business that focuses on provided Premium Service Desk and Professional Services solutions across the Microsoft 365 Eco System including the Security suite.

The Role
Working in a team of 13 IT professionals in an ITIL-based Environment, this role will deliver outstanding customer-oriented day-to-day IT support to their clients across NZ. Focussing on M365 cloud services, applications and security suite, you will be responsible for triaging and resolving Level 2 issues relating to three key

• User Support
• Change Requests
• Alert Management

This is NOT a L1 helpdesk position!

By owning the tickets through to resolution, the Level 2 Service Desk Technician needs to provide a high level of customer service, highly customer-oriented communication and needs to be able to demonstrate a logical approach to problem-solving.

Your day-to-day responsibilities will include:

• Provide remote technical support via phone, e-mail, and endpoint remote access
• Provide onsite technical support as required
• User onboarding including license allocation, profile creation etc.
• Device onboarding and configuration
• Microsoft 365 cloud services configuration & troubleshooting (Intune, Azure AD)
• Microsoft 365 applications configuration & troubleshooting (Microsoft Office 365, Exchange Online, OneDrive,
  SharePoint)
• Microsoft 365 security suite configuration & troubleshooting (MDE, EDR, TVM)
• Third-party application configuration & troubleshooting
• Printer configuration & troubleshooting
• Network & Internet configuration & troubleshooting
• Mobile Device configuration & troubleshooting
• Server access and troubleshooting (basic knowledge needed)
• Remote Management and Monitoring (RMM) System alert troubleshooting
• Creation and maintenance of standard operating procedures (SOP’s).

About yourself:
You might be working in a large MSP but due to internal rules are not able to reach your broader technical capability, or you might be working for a small MSP but it lacks professional and structured service delivery, alternatively, you could be internal support in a medium-sized business and wanting to play a broader role supporting MSP clients. If you fall into any of these categories, then please apply.

Your personality shines when working with a team and dealing with customers. You are a clear and very effective verbal communicator who can comfortably talk with customers to evaluate their pain points and identify how best to resolve their issues. You conceptualise well, you can understand the issue being described and quickly identify possible solutions.

Naturally a team player, your resourcefulness is evident, you are comfortable researching issues and promoting solutions, while also being accountable for time capture for reporting purposes.

Your role in this environment is adding value to solutions and customer experience.

Selection Criteria :

• 12-24 months experience in an IT-related Service Desk role and able to demonstrate a good understanding of IT, general networking, M365 and the security suite.
• Minimum Certification (CompTIA A and 1 x Microsoft MCP Cert)
• Ability to follow pre-defined processes and procedures
• Ability to demonstrate a logical approach to problem-solving
• Well-developed time management – you know when not to over-invest your time in issues.
• Ability to work unsupervised with a professional and positive attitude
• Be reliable, punctual and have a good work ethic
• Must be legally entitled to work in New Zealand and hold a current, clean Full Drivers Licence

The Future is Great:
Based on Auckland’s North Shore with parking available, this role is ideal for those wanting to work closer to home and not have to travel into the CBD daily. Those based on Auckland’s North Shore, Rodney and surrounding areas will love this location.

Our client anticipates this role is ideal for someone who likes the M365 suite and has a liking for IT Security. You enjoy supporting clients and delivering focused customer service. If you have passion and desire for growth, you could see yourself in Systems Administration, Security Operations or professional services position, this is the role for you.

Remuneration:
Our client offers a base salary of up to $70,000 plus benefits with WFH options once fully trained and free parking at the office.

With an amazing work culture and the possibility to grow, our client invests in their staff and supports personal and career growth. With their staff advancing through to senior roles and management positions, our client has a history of very low staff turnover.

Next Steps:
Are you ready to improve your IT Helpdesk Support experience into a dynamic MSP that brings personal and career growth potential’ If it sounds like you, please send through your updated resume with a cover letter explaining why you feel aligned with this position’s core requirements. Any questions, feel free to call Cate Hardy on 021 028 71151 or Mia Steinhaus on 020 4190 6864.

• Premium Service Desk Professional Services Solutions for M365 Security Suite
• Providing outstanding IT support for mid sized clients across NZ
• Base salary up to $70k plus benefits, free parking and largely WFH once trained