Tier 1/2 IT Support Engineer

5 days ago

Manukau, Auckland, New Zealand PB Technologies Limited Full time NZ$60,000 - NZ$90,000 per year

About PB Tech

As New Zealand's largest specialist IT retailer, PB Tech continues to lead through innovation and scale. With access to PB Tech's extensive product portfolio and a reputation for trusted service, this team is positioned to redefine how New Zealand shops online. With a catalogue that spans everything from cutting-edge tech to everyday essentials, we serve Kiwis across the country through our extensive store network and online platform.

The Opportunity

We're looking for a Tier 1/2 IT Support Engineer (MSP) to join our Managed Services Team. This is a client-facing role where you'll provide Tier 1 and Tier 2 technical support to external customers, troubleshoot diverse IT issues, and ensure high levels of customer satisfaction.

This position requires strong communication skills, client relationship & management skills, technical expertise and the ability to work efficiently.

What You'll Do

  • Provide first-line support to external customers via phone, email, or chat, resolving issues related to software, hardware, and networks.
  • Log, prioritise, and manage support tickets through the helpdesk system, ensuring timely resolution and appropriate escalation.
  • Diagnose and resolve technical issues remotely using various tools, covering operating systems, applications, networks, and hardware.
  • Monitor customer systems, identify potential issues, and take proactive steps to prevent downtime or service disruptions.
  • Maintain accurate records of all interactions and technical issues in the helpdesk system.
  • Collaborate with higher-level technical teams or third-party vendors to escalate complex issues.
  • Ensure all issues are resolved within agreed Service Level Agreements (SLAs), with clear communication and regular updates to customers.
  • Occasionally provide guidance to customers on software usage, system maintenance, or other technical queries.
  • Participate in internal reviews to improve processes, tools, and customer service.

What You'll Bring

  • A Level 6+ qualification in IT, Computer Science, or equivalent experience.
  • 1–3 years of experience in IT support, helpdesk, or technical troubleshooting is a plus, but not essential.
  • Solid understanding of Windows/Mac OS, Office 365, networking fundamentals, and VPNs.
  • Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
  • Strong client communication and relationship management skills.
  • Ability to work under pressure and manage multiple client environments.
  • Familiarity with ITIL practices is a plus.
  • A proactive, customer-focused mindset with a passion for problem-solving.

What We Offer

An excellent opportunity to join the Managed Service division of one of NZ's largest and most successful IT companies with a fantastic culture.

  • Access to New Zealand's most comprehensive range of tech products, along with exclusive staff discounts
  • A dynamic and culturally diverse workplace that fosters innovation and values individual initiatives
  • Opportunities to grow your career within a people-first, future-focused organisation where innovation is encouraged and your contributions drive meaningful progress
  • Southern Cross health insurance coverage (available after one year of continuous full-time employment)
  • Ongoing learning and development programs, complemented by strong support and mentorship from management

We thank all applicants. Please note only short-listed candidates will be in contact.

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