IT Customer Support Specialist

About the Role
We're looking for an IT Customer Support Specialist to join a Christchurch-based technology organisation on a 12-month fixed-term basis. Sitting within the Customer Operations team, you'll be the first point of contact for customers needing technical support across internet connectivity, networking, firewalls and cloud-based services. You'll troubleshoot issues over phone and email, work with internal teams and external providers, and take ownership of problems through to resolution. The focus is on understanding the problem, providing quality technical support and achieving the best possible outcome for the customer.

What You'll Be Doing

• Provide technical support across internet connectivity, networking, firewalls and cloud-based services
• Troubleshoot and resolve customer issues via phone and email, using monitoring and information systems to diagnose problems
• Gather technical information, document interactions and keep customers informed throughout the resolution process
• Work with internal teams, vendors and service providers to resolve more complex technical issues
• Identify opportunities to improve support processes and the overall customer experience

What We're Looking For

• 2+ years' experience within a customer-facing technical support, service desk or call centre environment
• Good networking knowledge, ideally supported by Network+ or an equivalent networking qualification
• Strong troubleshooting capability across connectivity, network and general ICT issues
• Excellent communication skills with the ability to explain technical concepts clearly to both technical and non-technical customers
• A customer-first mindset with strong ownership, initiative and a practical approach to problem solving
• Must hold valid New Zealand working rights and be able to successfully complete a Ministry of Justice criminal history check

Nice to Have

• CCNA, NSE 4+, CWNA or similar networking certifications
• Experience with Fortinet, Ruckus, Cisco, Allied Telesis or similar networking technologies
• Knowledge of Active Directory, Azure AD, RADIUS and Google Workspace
• Understanding of network design concepts and principles
• Awareness of cybersecurity trends, risks and security management

What's on Offer

• 12-month fixed-term opportunity with potential for extension or to move into a permanent position
• Hybrid working in Christchurch (3 days on-site)
• Broad exposure across networking, connectivity and cloud-based services
• Supportive and collaborative team environment
• Opportunity to develop your technical skills while working directly with customers

Apply Now! If you enjoy solving technical problems and delivering a genuinely great customer experience, we'd love to hear from you. Or email [email protected]

Please note: Every application is personally reviewed. Only candidates whose experience closely matches the requirements of the role will be contacted.
  
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