Senior Service Desk Engineer

**Why you'll love working with Tower**

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.

**What will you be doing?**

As a Service Desk Engineer, reporting to the IT Business Support Manager, you are a part of the Service Management Team, within the IT Operations department, which is responsible for supporting our offices across New Zealand and the Pacific Islands.

This exciting and varied role interacts with a broad cross-section of employees, from the front and back-office business through to technical specialists and senior managers.

**You can expect to be involved across a variety of areas including**:

- First and second line support for Hardware and Software across the tower infrastructure.
- Incident management - to oversee and ensure all incidents are resolved and delivered in line with agreed service levels.
- Respond to, evaluate, and prioritise incoming requests for assistance from users
- Appropriately escalate problems and issues to staff responsible for Level 3 support
- Provide AD and Exchange administration as required

**What you'll need**

You are a critical thinker with a passion for problem-solving and providing outstanding customer service.

**To be successful in this role, you will also be able to demonstrate the following**:

- Minimum 3 years of Service Desk or Help Desk customer service experience
- Financial Services industry experience preferred but not essential
- Experience with and demonstrable knowledge of support, configuration of Windows, Android and iOS mobile devices
- Ability to work outside office and production hours to support business initiatives
- ITIL framework experience
- Understanding of the Software Delivery Lifecycle (SDLC)
- Awareness and understanding of IT and Business risk and security management
- Relevant Microsoft Desktop and/or Server certifications
- Knowledge of the MS Windows & Office Suite including O365
- Understanding of network infrastructure (switches/hubs/cabling)

**What we'll bring to the table**

In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.

**Highlights include**:

- A paid day off on your birthday, as well as two extra annual leave days every year and the option to buy an additional eight days of leave. So up to six weeks off
- Wellness leave instead of sick leave so you can proactively look after your health and wellbeing before you get sick
- Flexible workplace opportunities at our beautiful new Fanshawe St office
- Discounts on Tower insurance products of up to 50%
- Free Life Insurance of up to four times your annual base salary
- Paid parental leave top up for 12 weeks
- Retail deals and discounts

**Why you'll love working with Tower**

At Tower, we put our people first and pride ourselves on creating a diverse and inclusive space that provides opportunities for everyone to thrive. As a uniquely Kiwi and Pacific insurer operating for almost 150 years, with roots all the way back to Dunedin, we embrace and encourage our people to bring their whole selves to work.

We celebrate all ages, genders, sexual orientations, races, religions, and anything else that helps to make our people special. We are proud holders of the Rainbow Tick which is an important symbol for us.