IT Support Engineer

About the role

We are looking for an experienced, self‑motivated IT Support Engineer to join our team on a full‑time basis. The role is primarily office‑based in Hamilton with occasional site visits, and focuses on delivering high‑quality technical assistance to end‑users, especially around VoIP and internet connectivity.

Key responsibilities

• Respond to and resolve hardware, software, and network support requests.
• Set up, configure, and troubleshoot VoIP phones and related systems.
• Collaborate with other IT team members to address complex technical issues.
• Document support activities, solutions, and outcomes.
• Monitor IT infrastructure to proactively identify potential problems.
• Provide training and guidance to end‑users on best IT practices.
• Stay current with developments in IT and VoIP technologies.

Required profile

• Proven experience in IT support, preferably within a managed‑service environment.
• Strong ability to troubleshoot hardware, software, and network problems.
• Good understanding of IT infrastructure, including servers, networks, and cloud services such as Microsoft 365.
• Experience with VoIP systems and protocols (SIP, RTP, PBX).
• Familiarity with Remote Monitoring & Management (RMM) and Professional Services Automation (PSA) tools.
• Excellent communication and customer‑service skills.
• NZ residency or valid work permit and a NZ driving licence.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Network troubleshooting
• VoIP phone configuration
• SIP, RTP, PBX protocols
• Microsoft 365 administration
• Server and cloud service knowledge
• RMM tools
• PSA systems