Support Engineer

2 weeks ago

Wellington, Wellington, New Zealand Cyclone Computer Co Ltd Full time

Help Desk & IT Support (Information & Communication Technology)

As an on-site engineer, you'll represent Cyclone at our customer sites whilst providing L1 and L2 support for software, hardware and network issues. Tasks will be raised with you directly by end users at the site, and others will come from the national service desk or be at the request of senior engineers and account managers.

We're looking for someone who will be proactive and engage with customers on their site, to see issues through to resolution, to make suggestions to improve user experiences, and to take a constructive approach to handling any risks or blockers.

You'll have the backing of your colleagues and close guidance from local seniors, as well as a national team of experts – meaning loads of support and advice available at your fingertips. Our service coordinator makes sure you have all you need to succeed.

What you will do:

When engaging with our customers, you'll have the opportunity to demonstrate your technical expertise and deliver top-notch customer service. Working with a diverse range of technologies, from tailored education software to Enterprise cloud services, our Onsite Engineers play a pivotal role. Your primary responsibilities will include:

  • Respond to incidents and requests logged by customers and provide support with escalations to a successful outcome.
  • Management of problems to resolution covering software, hardware and infrastructure as defined by potential service level agreements and expectation with Cyclone and its customers.
  • Incident and Service Request Management following standard incident progression and processes.
  • Undertakes tier 1 and tier 2 onsite support for Cyclone customers.

What you will bring:

  • 3+ years' experience supporting networks, hardware and software
  • Tertiary ICT/computer qualifications or equivalent experience
  • Some knowledge of Microsoft and/or Google productivity environments
  • Strong customer service, problem-solving and communication skills
  • An ability to work as part of a large team while taking responsibility for your work.

What's in it for you....

  • Competitive salary package
  • A full set of the necessary equipment
  • Work on the latest and leading technologies
  • Ongoing professional development and certifications
  • Discounts on IT hardware from our vendors
  • 4 weeks' annual leave and the option to purchase an additional 5 days
  • Health insurance
  • One paid volunteer day per year and charity matching of your salary
  • Team events and social activities.

About us:

Cyclone is a New Zealand privately owned company with branch offices in Auckland, Wellington, Christchurch and Dunedin. We employ over 175 team members including ICT specialists, engineers and professional learning advisors.

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.
  • 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.

To apply:

All applicants must be a New Zealand Citizen or Resident and be willing to undergo police vetting or any other checks relevant to the role.

Please apply with your CV and a cover letter that describes your experiences with networks, hardware and software, and has examples of your recent achievements. We're getting a lot of interest and the examples in your cover letter are essential to ensure you progress through selection and shortlisting.

Our recruitment process includes a written test of your technical knowledge, then an interview with senior engineers and our service and commercial managers.

By submitting your application, you consent to our collection, use, and retention of your personal information for recruitment purposes. This information will be stored securely and used solely to evaluate your suitability for current and future employment opportunities within Cyclone.

Your application will include the following questions:

Which of the following statements best describes your right to work in New Zealand?

How many years' experience do you have as a support engineer?

Do you have customer service experience?

How would you rate your English language skills?

What's your expected annual base salary?

How much notice are you required to give your current employer?

Do you have any leave planned in the next 6 months?

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