Customer Support Analyst

About the role

We are looking for a Customer Support Analyst to join our Service Management Centre (SMC) in a 24 × 7 environment. You will support customers who rely on Tait’s managed communication systems to keep communities safe, using ITSM tools and ITIL best‑practice processes.

Key responsibilities

• Live monitoring of critical client communication systems and creation of incident tickets for events impacting operations.
• Troubleshoot and resolve incidents, coordinating internal and external escalation partners to meet SLA timeframes.
• Gather and analyse data to identify root causes, document problem tickets and drive timely resolution.
• Fulfil service requests and raise change management tickets on behalf of clients, providing post‑implementation reporting.
• Perform scheduled client tasks, maintain knowledge‑base content and ensure accurate asset records in line with ISO 27001.
• Collect and analyse KPI/SLA data, prepare draft performance reports and recommendations.

Required profile

• NZQA Level 6 Diploma or higher in Electronics, Computing, Software, Technical Support or Networking Technologies.
• Current ITIL Foundation certification.
• At least 2 years of technical experience in a Network Operations Centre (NOC L1/L2) environment.
• Experience with incident, problem and change management using ITIL practices.
• Knowledge of RF environments, including coverage, multicoupling, antennas and interference.

Required skills

• ITIL Foundation
• NOC operations (L1/L2)
• RF network monitoring
• ITSM tools
• Incident, problem and change management
• Asset management and ISO 27001 compliance
• KPI/SLA reporting