Support Engineer

2 months ago

Auckland, New Zealand Cyclone Computer Co Ltd Full time

Help Desk & IT Support (Information & Communication Technology)Full timeCompetitive salary and great team benefitsAs a Support Engineer at Cyclone, you represent the organisation and provide Tier 1 and Tier 2 onsite support. Our unwavering commitment lies in delivering exceptional customer-centric support and establishing a trusted partnership with our clients.You'll have the backing of a collaborative and rapidly growing South Island Engineering team including Support Engineers, Senior Engineers, Consultants and Architects, ensuring that you are supported in your career development every step of the way.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, you will also be responsible for maintaining customers' infrastructure, both cloud and on-premise, our Support Engineers play a pivotal role in providing second to none support to our customers.What you will doWe highly value a proactive approach from our engineers, expecting them to surpass expectations in assisting customers to find the right technology solutions for their unique requirements. Your primary responsibilities will also include:Respond to incidents and requests logged by customers and provide support with escalations to a successful outcomeManagement of problems to resolution covering software, hardware and infrastructure as defined by service level agreements and expectation with Cyclone and its customersIncident and Service Request Management following standard incident management and processesMaintaining documentation and logging issues and time in ticketing systemsWhat's in it for you?Ongoing professional development and certificationsCompetitive salary and Benefits package including Health Insurance4 weeks' annual leave and the option to purchase an additional 5 daysMatching donations to charity up to $1,000 per yearDiscounts on IT hardware from our vendorsA full set of the necessary equipmentTeam events and social activitiesWhat you will bringYou'll be hungry to learn, have excellent planning and organisation skills, be detail orientated and take satisfaction from completing assigned work to a high standard. We expect our Engineers to have a can-do attitude, while going over and above to help our customers use the right technology solution for their needs as well as:Excellent communication skills, both verbal and written.Vendor Qualifications or equivalent experienceGood problem-solving abilities with an ability to communicate in clear, easy to understand terms.Basic hardware, network and software supportGood knowledge of productivity environments.A passion for documentation and process improvementAbout usCyclone is a New Zealand privately owned company with branch offices in Auckland, Wellington, Christchurch, Dunedin and Invercargill. We employ over 180 team members including ICT specialists, Engineers and Consultants. Working at Cyclone includes the opportunity to thrive in:Having training platforms and development pathways with direct access to large multinationals such as Microsoft, HPE, Aruba, Fortinet, Apple, Google, and Dell.Being part of a collaborative team, with tight customer and supplier relationships.A workplace rich in diversity, inclusive of all thinking styles, and actively reflecting our core values.To applyAll applicants MUST be a New Zealand Citizen or Resident and be willing to undergo police vetting or any other checks relevant to the role.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?What's your expected annual base salary?How much notice are you required to give your current employer?How would you rate your English language skills?How many years' experience do you have in the IT industry?
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