Customer Support Analyst

2 weeks ago

Christchurch, New Zealand Tait - New Zealand Full time

We Go Beyond for A Safer World
Ko wai matou - About Us
For more than 50 years, Tait Communications has been designing, delivering, and supporting critical communications networks for public safety, transportation and utility customers around the world. Founded in Christchurch by Sir Angus Tait, we now have a network of customers and offices that spans the globe.
Our employees value being part of a creative team committed to providing technological solutions that make a real difference to the communities we support. By joining Tait, you'll be joining a community of people with a wealth of knowledge and expertise, who care deeply about their work and the genuine impact it has for our customers, and who support each other to grow and develop.
Te Turanga - The Role
We have an exciting opportunity in our Christchurch Head Office for a Customer Support Analyst to join our essential business services team in our Service Management Centre (SMC) area.
You will provide remote (online or by phone) technical support to our client's critical communication systems and networks, through the management of network events and incidents from start to resolution. Our Service Management Centre provides 24/7 support; it is expected that once you are trained in the role you will work as part of a rostered shift pattern which includes both day and night shifts. Shift, meal, and overtime allowances are provided on top of base salary.
In this role you will:

Work collaboratively in a 24/7 Network Operations Centre (NOC) like environment supporting various critical service providers worldwide.
Work in an ITIL framework-based IT Service Management (ITSM).
Gain world class solutions, support experience within a global organisation.
Own and manage network events and incidents from start to resolution.
Use Tait's Managed Service tool suite to proactively correlate, isolate and resolve service issues.

O pukenga - About You

To be successful in this role, you will have NZQA Level 5 Diploma or higher majoring in Electronics, Computing, Software, Technical Support or Networking Technologies.

As well as:

CCNA qualification would be favourable.
Have completed ITIL foundation certification or have at least 2 years' experience in an ITIL based Service Desk or Call Centre; either as Level 1 / Level 2 support or technical coordinator.
Experience of Radio, Telco or IP network management technicians or field support would be favourable.
Have excellent oral and written communication skills, delivered in an effective and professional manner via phone, chat apps, email, conference calls, technical documentation, or in-person.
Understand the importance of customer service and going above and beyond to ensure quality service.
Be able to work as part of a 12-hour rotating shift roster.

Nga painga - what's in it for you?
We are an employer that is committed to making a difference for families and communities and supporting people to build rewarding careers. We achieve this through employing people who connect with our Values (Commitment to listen. Courage to Act and Integrity to Deliver) that underpin our way of working together. We are committed to investing in our people, developing both individuals and teams to support a high-performance culture.

We prioritise your wellbeing through health insurance, annual flu vaccinations and extra sick leave in your first year.
We provide a comfortable work environment through modern office facilities with free onsite parking, gym, and café.
We recognise your commitment through long service benefits.
We balance work with fun through our active social club

Ko koe pea tenei? - Sound like your kind of role?
If you are looking to take that next step in your career and are ready to work for a high performing organisation, alongside talented people who take pride in delivering great results, apply now with your CV and cover letter.
Applications will be assessed as they are received, and your CV will be held unless you contact us to requesting this to be removed.
Applications will close Sunday 17th November 2024.
For more information about the company, our products and solutions offered to our customers, please visit our website: www.taitcommunications.com

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