Service Desk Engineer

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

At Tower, we live and breathe our values - they are at the heart of every interaction. **O**ur people come first**, **we pride ourselves on creating a diverse and inclusive space that allows our people to thrive. Encouraging everyone to bring their whole selves to work, we aim to represent the diverse communities we work in and with.

We also have a plan to lead our industry forward into a more customer-centric future with innovation and disruptive thinking, as a unique Kiwi and Pacific insurance provider operating for over 150 years, with roots all the way back to Dunedin.

**What will you be doing?**

Are you a tech-savvy professional looking for an exciting opportunity in Rotorua? Join Tower Insurance as a Service Desk Engineer and be a key player in our IT Operations department. Reporting to the IT Business Support Manager, you'll be part of the dynamic Service Management Team. Tower Insurance has offices across New Zealand and the Pacific Islands, offering you a unique chance to interact with a diverse range of employees, from front and back office staff to technical specialists and senior managers.

In this role, you'll provide vital IT support, ensuring smooth operations and efficient problem resolution. You'll engage with various departments, making a significant impact on our overall service quality. This position not only allows you to enhance your technical skills but also places you at the heart of our company's tech infrastructure. Join Tower Insurance and help us deliver top-notch service to our team and clients across the region.

**You can expect to be across the following**:

- 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.
- Install, maintain, configure and decommission company IT assets for staff members.

**What you'll need**

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

- Basic troubleshooting skills.
- A minimum of 2 years working in a customer service focused role and some interest in IT.

**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:

- 16 weeks paid leave for the primary carer and four weeks paid leave for partners, for our Tower whānau in New Zealand and the Pacific
- A paid day off on your birthday 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
- Career growth - we promote internal capability; and support you with design-specific development and training opportunities; we also have programmes that recognise star performers
- Flexible workplace opportunities at our beautiful new Fanshawe St office packed with modern technologies, stand-up desks, open space and coffee machines in two large modern kitchens with cafe-inspired dining areas
- Discounts on Tower insurance products of up to 50%
- Free Life Insurance of up to four times your annual base salary
- Retail deals and discounts with Les Mills, JB Hi-Fi, PB Tech, The Coffee Club, Warehouse Stationery and more