Customer Support Analyst

5 days ago

Christchurch, New Zealand Tait Full time

Tait Communications is a global leader in designing and delivering critical communications solutions which are the right fit for a variety of industries, including public safety agencies, government services, utilities, extractive industries, and urban transport providers. Across the world, users of Tait products and services are better able to protect themselves and the public, be more responsive and more productive.

**About 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.

**About You**

The successful applicant will:

- Have an NZQA Level 6 Diploma or higher majoring in Electronics, Computing, Software, Telecommunication, Technical Support or Networking Technologies. We would also consider students / recent graduates for Junior positions.
- 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;
- 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.

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