Senior Customer Support Analyst

**We Go Beyond for A Safer World**

**Senior Customer Support Analyst**

**Christchurch - Full time - Shift-based (24/7 roster)**

**Te Tūranga - The Role**

As a senior member of the SMC team, you will provide leadership across Proactive Monitoring, Incident Management, Problem Management, Service Request Management, Change Management, Configuration Management, and System Performance Reporting. You will use our ITSM tools and ITIL best practices to manage planned and unplanned network events, ensuring effective communication with all stakeholders and delivering results in line with our SLAs.

This position forms part of a rotating 12-hour day/night shift roster.

**The duties of the role will include**:
**Proactive Monitoring**

- Live monitoring of Tait Managed Services' critical client communication systems.
- Using the Tait MS tool suite to identify and assess system events.
- Creating incident tickets for events that impact client operations.

**Incident Management**

- Leading troubleshooting and managing incidents through to resolution.
- Coordinating internal and external escalation partners to meet SLA timeframes.
- Communicating clearly with clients on incident status and impact.
- Leading and supporting major incident reviews and identifying improvements.

**Problem Management**

- Gathering and interpreting data from multiple sources to identify root causes.
- Documenting findings in problem tickets and coordinating timely resolution.
- Maintaining effective communication with clients and vendors.

**Service Request Management**

- Leading the fulfilment of service requests within SMC or assigning to support groups.

**Change Management**

- Raising and coordinating Change Management tickets on behalf of clients.
- Participating in change activities and providing post-implementation reporting.

**Scheduled Tasks & Knowledgebase**

- Leading and performing scheduled client tasks as per the SMC calendar.
- Creating, following, and peer-reviewing SMC Knowledgebase content.

**Asset Management**

- Maintaining accurate client access and configuration records in alignment with ISO27001.
- Ensuring regular backups and repository updates.

**System Performance Reporting**

- Collecting and analyzing KPI/SLA data.
- Preparing draft reports and recommendations for internal review before delivery.

**Ō pūkenga - About You**

To be successful in this role, you will be an experienced technical professional who thrives in a fast-paced, mission-critical environment and brings strong communication and leadership capability.

**Required**:

- NZQA Level 6 Diploma or higher in Electronics, Computing, Software, Technical Support or Networking Technologies.
- Current **ITIL Foundation Certification**.
- 4+ years' experience in a technical network management environment.
- Network and service management experience in RF environments (coverage, multicoupling, antennas, interference).
- Ability to interpret monitoring tools, event logs, and disparate system information.
- Skills in IP networking, Unix/Linux, and advanced PC proficiency.
- Experience participating in Service Transition projects and cross-functional work.
- Exposure to field trials, field support, or technical working groups.
- Experience capturing client-based insights.

**Preferred**:

- CCNA or other networking certifications.
- Experience in a critical communications environment.

**Ngā painga - What's in it for you?**

At Tait, we are committed to supporting people, families, and communities. We invest in developing our people and building high-performing teams connected to our values: Commitment to Listen - Courage to Act - Integrity to Deliver

You'll also enjoy:

- Health insurance for you and your family after 12 months, annual flu vaccinations, and extra sick leave in your first year.
- Modern office facilities with onsite parking, gym, and café.
- Long service recognition.
- A vibrant social club and regular events.

**Ko wai mātou - About Us**

For more than 50 years, Tait Communications has been designing, delivering, and supporting critical communications networks for public safety, transport, and utilities across the globe. From our Christchurch roots, we now support customers who rely on stable, secure, and resilient communications to keep people safe and connected.

Join a community of highly skilled professionals who care deeply about their work, their customers, and each other.

**Ko koe pea tēnei? - Sound like your kind of role?**
- Applications will be assessed as they are received. Your CV will be held unless you request its removal._