Support Engineer

4 days ago

Middleton Christchurch New Zealand Cyclone Computer Company Full time

What we are looking for:

The Onsite Engineer is the face of Cyclone that undertakes tier 1 and tier 2 onsite support. We pride ourselves on delivering fantastic customer focused support and becoming a customer's trusted partner. 

Working primarily with our education customers you'll have the opportunity to showcase your technical know-how and exceptional customer service skills. Our Onsite Engineers experience a wide range of technologies, from bespoke education software to Enterprise cloud services. 

We expect our engineers to have a can-do attitude and go over and above to help our customers achieve the right technology solution for their needs.

Our Onsite Engineers work within the Cyclone support processes to deliver and maintain a consistent, stable, and reliable IT infrastructure to support and enhance the business of teaching and learning. 

You will be supported in this by a national service desk team and solution specialists to ensure the right solution every time. They will be expected to maintain documentation and ensure issues are logged into ticketing systems for monthly customer reporting.

Day to day you will work primarily with Service Desk Engineers, School Leads, and Account Managers to ensure their School has all they need to ensure successful outcomes for Staff and Students.

 What you will do:

  • Respond to incidents and requests logged by customers and provide support with escalations to a successful outcome.
  • Management of problems to resolution covering software, hardware and infrastructure as defined by potential service level agreements and expectation with Cyclone and its customers.
  • Incident and Service Request Management following standard incident progression and processes.
  • Undertakes tier 1 and tier 2 onsite support for Cyclone customers.

 What you will bring: 

  • Strong customer service skills
  • Tertiary ICT/computer qualifications or equivalent experience
  • Good problem-solving abilities with an ability to communicate in clear, easy to understand terms.
  • Basic hardware, network and software support
  • Apple and/or Windows desktop support experience
  • Good knowledge of Microsoft and/or Google productivity environments.
  • An ability to work as part of a large team while taking responsibility for your work.
  • A passion for documentation and process improvement
  • 2-3 years previous experience working within a medium to large network.

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