Service Desk Engineer

We are a highly regarded, New Zealand owned technology company. We offer a creative and stimulating work environment and we value and respect inclusivity and diversity.
About this role | Mō tēnei tūranga mahi
Our Support team play an important, and highly valued role in our success by providing exceptional IT Support services to Theta's customers and staff alike.
We are seeking a Service Desk Engineer to join our Service Desk team in Wellington. This awesome position will provide you with the opportunity to be a key line of contact for internal and external customers. You will be committed to delivering a high level of customer service, adhering to agreed SLAs.

**Job tasks and responsibilities**:

- 2nd and 3rd level support; customer liaison and communication
- Assist with operational tasks and pro-active system checks.
- Ticket management and resolution (including SLAs)
- Assist with installation, configuration and maintenance of hardware systems and infrastructure
- Diagnose and resolve technical issues
- Work with the team to deliver technical support to Theta’s customers
- Assist with project deliverables

Skills and experience | Ngā pūkenga me ngā wheako
- 5 years' desktop, server and cloud administration and service desk experience in an enterprise IT environment
- Excellent communication skills (verbal and written)
- Good attention to detail, accuracy and technical problem solving abilities
- Customer service skills with ability to handle critical events
- Excellent time management skills
- Good documentation skills

**Technical requirements**:

- Desktop OS support (Microsoft Windows (10, 11) and Mac OS)
- Windows or Azure Active Directory and server administration
- Microsoft 365 administration including licensing and health checks
- Comfortable using PowerShell and/or scripting tools for provisioning and administration tasks
- Device management and support including Android/iOS and Video/Audio conferencing
- Hardware, network and printer support;
- Understanding of DNS, DHCP and common networking protocols
- Hands-on experience of Microsoft Intune and Autopilot
- Knowledge of ITIL processes

**Nice to haves**:

- MD-100 (Win10) and MS-900 (M365 Fundamentals) certified.
- Working knowledge of Cyber Security protocols and concepts
- Experience using PSA and RMM systems and tools

About us | Mō mātou
Our people are awesome problem solvers who love turning tech into real world solutions. We thrive on enabling NZ businesses with smarter outcomes.
Join a creative, stimulating, and inclusive work environment that encourages participation and innovation, with many opportunities for professional growth. Our team of circa 300 is dispersed all over New Zealand, with offices in Auckland, Tauranga, Wellington and Christchurch. Work alongside some of the best and brightest in the industry - does this sound like a bit of you?

**Our values are**:

- Our people are our greatest asset.
- We conduct business ethically.
- Invention, imagination and creativity are the foundation for growth.
- We work with positive energy, enjoyment, humour and work/life balance.
- Excellence is our passion and we deliver what we promise - or more

Benefits of working at Theta | Ngā hua ka puta i te mahi ki Theta
Theta offers a family friendly work environment with flexible work hours where practical; especially relevant for caregivers.
We embrace gender equality and are committed to providing a supportive, diverse and inclusive work environment throughout our workplace.
Theta is committed to giving back to the community and are avid supporters of Cure Kids. We compete in various adventure races and do many other things to raise money for Cure Kids. And we make time for the fun things in life
We currently provide the following benefits to ensure your professional development and personal wellbeing:

- Professional growth and learning opportunities
- A competitive salary (commensurate with experience)
- Fully subsidised medical insurance for employees
- Heavily discounted medical insurance for immediate family of employees
- Enhanced parental leave payment - salary top-ups plus return-to-work incentive
- Hybrid working model
- Volunteer days
- Internal Referral Incentive
- Staff Assistance Programme
- Annual Flu injections
- Sick leave from your first day on board
- Remote working options where practical and mutually agreed
- Daily fresh fruit basket, coffee machine, wide selection of teas and biscuits in all of our offices.