Service Desk Engineer – Level 2 (L2)

About the role

Join Ryman Healthcare’s internal Technology Services team as a Level 2 Service Desk Engineer. You will provide expert technical support to more than 7,700 staff across 49 villages and offices in New Zealand and Australia, ensuring clinical, corporate and SaaS systems run smoothly.

Key responsibilities

• Resolve complex incidents escalated from Level 1, covering corporate platforms, clinical applications and SaaS products.
• Own problem management activities: identify recurring issues, conduct root‑cause analysis and implement long‑term fixes.
• Collaborate with internal teams and external vendors to maintain service level agreements.
• Create and maintain knowledge‑base articles and support documentation.
• Perform system audits and compliance checks, ensuring software licensing and mobile connections are optimised.
• Provide empathetic, context‑aware support that enhances resident and staff experiences.

Required profile

• Personable and proactive with a strong customer‑first mindset.
• Comfortable working in a high‑volume environment and looking beyond the ticket queue.
• Ability to build trust through clear communication, empathy and consistent follow‑through.
• Willingness to work onsite at 92 Russley Road, Christchurch, Monday‑to‑Friday business hours.

Required skills

What we offer

• Opportunity to support critical healthcare and corporate systems.
• Collaborative environment within a leading retirement‑living and aged‑care provider.