Senior IT Support Engineer

About the role

ZURU is looking for a Senior IT Support Engineer to own core infrastructure and provide hands‑on L1/L2 support for users in Auckland, New Zealand, Australia and other global locations. The role blends infrastructure management with active ticket resolution in a collaborative, shared‑support model.

Key responsibilities

• Manage and maintain core network components such as switches, firewalls and Wi‑Fi across office sites.
• Administer servers, virtual machines and identity services (Microsoft 365, Azure AD) to ensure stability, performance and security.
• Provide L1/L2 technical support to local and remote users, working closely with Junior IT Support staff.
• Lead L2/L3 troubleshooting, perform root‑cause analysis and own high‑impact incidents from start to finish.
• Identify recurring issues, implement long‑term fixes and improve ticket resolution speed and quality.
• Coordinate with external vendors for infrastructure support, technical troubleshooting and solution deployment.

Required profile

• Several years of experience in IT support and infrastructure management.
• Proven ability to work collaboratively in a shared ticket pool and support both end users and senior stakeholders.
• Strong problem‑solving skills with a focus on delivering stable, secure services.

Required skills

• Microsoft 365 administration
• Azure Active Directory
• Network switches
• Firewalls
• Wi‑Fi infrastructure
• Server and virtual‑machine management