Technical Specialist

2 months ago


Auckland City, New Zealand Computer Concepts Full time

Technical Specialist - Client Delivery

The purpose of this position is the delivery of Level 3 technical support and services to CCL Clients and to continuously improve the provision of support using ITIL aligned processes and best practice methods.

**Growth Mind Set** - you are adaptable and open to change and learning, as well as sharing knowledge and experience.

**Collaborative Ownership** - you take ownership of your own actions and collaborate well with others across a diverse group of people.

**Passionate about Client Success** - you do what you say you will do, when you said you would do it and you challenge for better outcomes.

Key Accountabilities

Technical Support
- Ensure that problems are remedied in an efficient and timely manner
- Provide informed advice regarding any technology related equipment
- Maintain documentation and enforce standards
- Keep customers updated so as to meet or better SLA requirements and set expectations
- Maintain high standards of confidentiality, discretion and trustworthiness towards CCL and the customers (integrity) Ensure each change has the correct status at each point in the process
- Ensure all necessary backup and security procedures are taken
- Become ITIL Foundation certified (if applicable)

Customer Service
- Ensure customer service focus outcomes to exceed client expectations through positive engagement.
- To promote good relations between the service desk, internal teams, vendors and our clients.
- Demonstrate effective communication skills and the ability to interact professionally with a diverse group of clients and staff.
- Ensure reporting issues are analysed triaged to a high standard, or ensures the appropriate specialist teams are engaged to meet SLA's and KPI's.
- Maintains close liaison with the customers and other ICT teams to ensure the customers' expectations are set and will meet any agreed Service Level Agreements
- Must understand the business importance of Service Desk to both internal and external clients.
- Have excellent time management skills.
- Have outstanding oral and written communication skills.
- Be able to work calmly under pressure and meet deadlines.
- Have a 100% positive attitude, be a fast learner, takes initiative and a focus on Top Quality

Core Skills

5+ years working in a systems engineer capacity, ideally in a Managed Services environment.
- Microsoft Windows Sever
- Azure, M365 and AWS exposure
- Active Directory, Azure AD, ADFS
- DNS, DHCP, GPO, DFS, Files and Printing, Storage services
- RDS, Remote Access, Failover clustering
- System monitoring (SCOM, Kaseya, Solarwinds)
- Management Systems (MECM, InTune)
- Networking protocols and topologies
- Build, deploy and migrate experience from IaaS to Azure or AWS
- Multi/Hybrid cloud tenancy support
- Azure Virtual Machine, Azure Update Manager, Azure Monitor and Privileged Access Manager experience highly advantageous.
- Reference #
- 9425
- Posted on
- 06 Jun 2023
- Closes on
- 30 Jun 2023
- Location(s)
- Auckland City
- Expertise
- Technical Specialists
- Job level(s)
- Experienced
- Work type(s)
- Permanent full-time


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