Level 1 Helpdesk Engineer

3 days ago

Manukau, Auckland, New Zealand Assess HR Full time NZ$50,000 - NZ$80,000 per year

The Level 1 Helpdesk Engineer is a critical role at Altitude IT. The primary role is the maintenance, support, and installation of Desktop equipment and associated software, as well as providing the initial point of contact, and first line of support for clients via email or phone.

What you will be doing:

  • Client queries via telephone or email are logged promptly, accurately, and completed in a timely fashion, within agreed service levels.
  • Technician schedules are managed on an ongoing basis, and tickets are prioritised on an ongoing basis dependent on urgency.
  • Schedules and prioritises an appropriate course of action, optimising the management of resources whilst considering the impact on others.
  • Initial triage is performed according to agreed procedures and is systematically recorded on the ticket.
  • Ensure all time is recorded, hardware ordered if required and agreed by the client, and that invoicing occurs in the correct period.
  • Communicate with clients on ticket status at regular intervals to make sure they are informed of progress until the ticket is completed
  • Appropriate escalation of queries regarding issues or billing to either the Service Delivery Manager and/or Director of Expedite.

Additionally, you may be required to provide after-hours "on-call " service and/or assist with project work

What we are looking for:

  • A logical problem solver who is organised at keeping documentation and records up to date and complete.
  • A confident, clear, and precise communicator, both written and verbal.
  • Able to engage with clients clearly and in a friendly and helpful manner.
  • Excellent time management skills, with the ability to multi-task and adapt during the workday according to the requirements of clients and fellow staff.
  • Positive, confident, compassionate, and understanding of both client's and colleague's changing needs.

About Us

With 25 years' experience in the IT industry, Altitude IT Limited offers a high level of proactive IT support services, augmented for all businesses ranging from small to corporate companies and private clients nationwide. We aim to be a "one-stop-shop", making IT easy and stress-free for our clients, no matter their size.

If you think that Altitude IT sounds like you, and you think you have the skills required, then we would like to meet you. Please apply now

You must be eligible to work in New Zealand to be considered for this position.

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