IT Support Technician

About the role

We are looking for an experienced and customer-focused IT Support Technician to provide first and second-level technical support to employees across our organisation. As a key member of a small IT team, you will manage incidents and service requests from initial contact through to resolution. Support is provided through phone, email, chat, remote support tools, and hands-on assistance. You will investigate and resolve a broad range of hardware, software, Microsoft 365, identity, network, mobile device, and system configuration issues. Alongside day-to-day support, you will take ownership of more complex technical problems, assist with escalations, contribute to infrastructure and technology projects, and help improve our internal support processes and documentation. This role would suit someone who has developed a strong foundation in service desk or desktop support and is ready to take greater ownership of technical issues while continuing to broaden their systems administration experience.

Key responsibilities

• Provide responsive and professional Level 1 and Level 2 technical support to employees.
• Receive, triage, investigate, and resolve incidents and service requests through the internal ticketing system.
• Diagnose and resolve hardware, software, Microsoft 365, identity, connectivity, printing, mobile device, and system configuration issues.
• Provide both remote and hands-on support across the organisation.
• Configure, deploy, maintain, and troubleshoot laptops, desktops, mobile devices, and associated peripherals.
• Support employee onboarding, offboarding, access changes, and equipment allocation.
• Administer user accounts, groups, permissions, licences, and access to business systems in accordance with established processes.
• Take ownership of technical issues through to resolution, keeping employees informed of progress.
• Escalate complex or unresolved issues to senior team members, external support providers, or vendors when required.
• Coordinate with third-party vendors and follow up on escalated incidents.
• Identify recurring issues and recommend practical improvements or preventative solutions.
• Create and maintain technical documentation, troubleshooting guides, and knowledge-based articles.
• Assist with application deployments, device upgrades, system changes, and other IT projects.
• Support the monitoring and maintenance of the organisation’s IT environment.
• Follow IT security policies, operational procedures, and service-management practices.
• Provide guidance and technical assistance to less-experienced team members when required.

Desired Qualifications and Experience

• Three or more years of experience in an IT service desk, desktop support, or similar technical support role.
• Demonstrated experience providing both first and second-level technical support.
• Practical experience supporting Microsoft 365 applications and services.
• Experience administering user accounts, access, groups, and licences.
• Strong troubleshooting skills across Windows devices, business applications, hardware, networks, and peripherals.
• Experience configuring and deploying computers and mobile devices.
• Familiarity with endpoint management, identity management, remote support, and ticketing platforms.
• A relevant tertiary qualification or industry certification is desirable but not essential.
• Strong verbal and written communication skills.
• A proven ability to deliver excellent internal customer service.
• Ability to prioritise competing requests and manage incidents through to completion.
• Experience working with external vendors or managed service providers would be advantageous.

About you

• You are a capable and approachable IT support professional who enjoys solving problems and helping people get the most from technology.

  You are comfortable working independently on day-to-day support issues, but you also know when to collaborate or escalate. You take ownership of problems, communicate clearly, and keep users informed rather than allowing requests to disappear into a queue.

  You have a methodical approach to troubleshooting and can balance technical detail with practical business needs. You are naturally curious, keen to understand the underlying cause of an issue, and interested in improving systems and processes rather than repeatedly applying the same workaround.

  You will be joining a small team, so adaptability, initiative, and a willingness to assist across a broad range of IT activities will be important.

About us

We are a family-owned construction company that has been operating for more than 50 years. We are proud to be 100% New Zealand owned.

Benefits

• A competitive salary package.
• Ongoing professional development, training, and mentoring.
• Opportunities to work across a broad range of technologies and business systems.
• Involvement in technology projects and continuous improvement initiatives.
• Mobile phone and laptop.
• Corporate discount plan.
• Yearly flu vaccinations.