Customer Support Engineer
7 months ago
**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.
- Supportive and Collaborative Environment
- Hybrid Working 2-3 days WFH
- Competitive Salary and Benefits Package
Job Details
Job ID (JID):
**4139187**
**Location**:
**Auckland CBD**
Category:
**IT & Digital, Support**
Type:
**Permanent - Full Time
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