Customer Support Engineer

4 months ago


Auckland City, New Zealand Consult Recruitment Full time

Supportive and Collaborative Environment
- Hybrid Working 2-3 days WFH
- Competitive Salary and Benefits Package

**About the Company**
Our client is a dynamic and innovative company dedicated to providing cutting-edge technical solutions in the field of education. Committed to delivering excellence, our client operates with the core values of integrity, collaboration, and innovation. Join a team that values individual contributions, fosters a supportive environment, and strives to make a positive impact in the education sector.

**About the Role**
As a Customer Support Engineer within the Customer Operations department, you will play a pivotal role in providing technical services and support to both internal teams and external customers of our client's services. This position offers a unique opportunity to be a technical escalation point for complex cases and contribute significantly to up-skilling Tier 1/Level 1 support teams and ICT professionals. You will embody the role of a technical Subject Matter Expert and provide a red carpet service to ensure exceptional customer experiences. With a focus on technical case management and project work, you will assist in incident remediation and technical transitions while actively contributing to the growth and improvement of our client's services.

**About You**
- Relevant technical qualifications, such as CCNP or NSE 5, with a comprehensive understanding of switching, routing, and firewalls.
- A minimum of five years' experience troubleshooting and solving problems in customer-focused environments.
- A passionate commitment to delivering outstanding customer outcomes and exceeding expectations.
- A proactive and self-driven attitude, demonstrating the ability to identify and execute necessary tasks.
- Proficiency in working with Google products and services, as well as experience with Cisco and/or Fortinet networking products.
- Strong knowledge of technical support issues related to Internet connectivity, firewalls, and PC troubleshooting, along with excellent communication skills to convey technical concepts to non-technical stakeholders.
- Leadership qualities to provide technical guidance, contribute to fault management, and play an active role in change control processes.

**Why You Should Apply**
By joining our client's team as a Customer Support Engineer, you will have the opportunity to:

- Lead with empathy and purpose, contributing to a positive and collaborative company culture.
- Showcase your technical expertise by providing guidance to Tier 1/Level 1 teams and resolving technically challenging cases.
- Collaborate with stakeholders, ICT providers, and vendors to build strong relationships and ensure efficient issue resolution.
- Contribute to the enhancement and promotion of our client's services, making a meaningful impact in the education sector.
- Develop and share your knowledge through training, documentation, and knowledge sharing initiatives.
- Play an active role in shaping technical solutions and driving continuous improvement.

**Benefits**
- Southern Cross Medical Insurance
- Work from home/ Flexibility
- EAP Program
- Genuine career growth
- Inclusive and innovative culture

If you're seeking a role that blends technical prowess with impactful customer interactions, if you're ready to take ownership and push boundaries to deliver exceptional results, then we encourage you to apply.



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