Information Technology Support Specialist
Wellington, Wellington Region, New Zealand · Contracter
Soyez le premier à postuler
- Expérience
- 3 à 5 ans
- Salaire
- —
- Ouvertures
- 1
- Publié
- il y a 2 heures
- Mode de travail
- Au bureau
- Admissibilité
- Candidates with 3 to 5 years of total and relevant experience in service desk or technical support roles, particularly those with voice support, networking basics, O365, and Windows support experience, can apply.
- CV
- Candidature requise
Votre lieu de travail
Description de l'emploi
Role overview
This role involves delivering frontline technical assistance to employees, partners, and vendors across a range of business services. The position sits at Level 1.5 to Level 2 support, with responsibility for handling incidents and service requests according to established processes and service targets.
Location
The opening is based in Wellington, New Zealand, and there is also hiring for Auckland.
Core responsibilities
- Provide technical help to customer employees, partners, and vendors across supported business services.
- Handle support work at Level 1.5 / Level 2 depth, following defined incident and request management procedures.
- Support users through phone, email, chat, and alert-based channels.
- Investigate and fix issues independently, and participate in technical discussions with enterprise clients, stakeholders, and resolver teams when needed.
- Work with internal teams, specialist groups, and external vendors to close complex or high-impact incidents.
- Take ownership of customer issues and aim to solve most interactions within the team, avoiding unnecessary escalation.
- Carry out urgent operational tasks such as business continuity plan activations and retail store support where required.
- Support Corporate, Enterprise, and Government services across different customer environments, technologies, and business support workflows.
- Partner with Major Incident Managers during Priority 1 and Priority 2 incidents to help restore services.
- Prepare, update, and refine SOPs, while also contributing to knowledge sharing, mentoring, and onboarding.
- Participate in improvement work related to automation, operational efficiency, and AI-driven productivity enhancement.
- Work in line with SLA targets, quality expectations, operational controls, and a strong customer-focused service mindset.
Working pattern
This is a WFO role, with 1 day of work from home possible after customer consent. The support environment operates across 24x7 New Zealand business hours.
Experience
The position calls for 3 to 5 years of total experience and 3 to 5 years of relevant experience.
Mandatory skills
Applicants should have experience in service desk voice support, along with basic networking knowledge, O365, and Windows support.
Industry
Telecom.