IT Support Engineer - Hybrid Service Desk & Field Support

About the role

Cyclone is looking for an experienced Support Engineer to join its team in a hybrid role combining remote support with onsite field work, based in Queenstown. You will work primarily from home while supporting the National Remote Service Desk, acting as the first point of contact for customers across New Zealand. The role also involves onsite technical support for Queenstown-based customers.

Key responsibilities

• Provide Level 1 and Level 2 technical support via phone, email, chat and remote assistance
• Resolve incidents covering software, hardware and infrastructure according to service level agreements
• Manage incidents and service requests using standard ITIL processes
• Build positive relationships with customers and deliver quality outcomes
• Shadow engineers across disciplines and develop knowledge of the company's products and services

Required profile

• Tertiary ICT, ITIL or computer qualification
• 3 years' experience on a service desk or similar role
• Ability to work within a large team while taking responsibility for your own work
• Self-starter with initiative, problem-solving skills and strong communication and relationship-building skills
• Must currently live in New Zealand and be eligible to work there; security and reference checks are required

Required skills

• Windows 10/11 and macOS
• Microsoft 365, Google Workspace, Windows Servers
• Veeam Backup & Replication, ESET, Intune and Jamf MDM
• HPE and Lenovo server and storage solutions, Ruckus and Aruba networking, remote monitoring and management

What we offer

• Competitive salary and benefits package including health insurance
• A paid volunteer day per year and discounts on technology
• Training platforms and development pathways with access to companies such as Microsoft, HPE, Aruba, Fortinet, Apple, Google and Dell