Information Technology Support Specialist

About the role

The Information Technology Support Specialist provides first‑line technical assistance to employees, partners and vendors across our corporate, enterprise and government services. Working in a 24/7 environment, you will resolve incidents and service requests through multiple channels while maintaining a strong customer‑first focus.

Key responsibilities

• Deliver Level 1.5/Level 2 support via phone, email, chat and alerts.
• Diagnose and resolve issues independently; engage with stakeholders and resolver groups when needed.
• Collaborate with internal specialist teams and external vendors to address complex or high‑impact problems.
• Focus on in‑team resolution to minimise escalations.
• Perform time‑sensitive tasks such as BCP activations and retail store support.
• Assist Major Incident Managers during Priority 1 and 2 incidents.
• Create and maintain SOPs, mentor new team members and contribute to knowledge transfer.
• Support continuous‑improvement initiatives, including automation and AI‑driven productivity.
• Ensure compliance with SLA commitments, quality standards and operational controls.

Required profile

• 3‑5 years of relevant experience in a service‑desk environment.
• Experience handling voice calls and providing support for O365 and Windows platforms.
• Basic networking knowledge.
• Ability to work 24/7 NZ business hours, including on‑site and hybrid arrangements.
• Strong problem‑solving skills and a customer‑first attitude.

Required skills

• Basic Networking
• Microsoft Office 365
• Windows support