Level 2 Helpdesk Support Engineer

HEB Construction is a dynamic and innovative leader in the construction of New Zealand's Infrastructure. We are involved with a variety of projects from road construction and maintenance through to earthworks, drainage, marine works, and major projects of national significance.

We are seeking an experienced Level 2 Helpdesk Support Engineer to join our Auckland-based IT team in a full-time, permanent capacity.

In this role, you will provide advanced remote and face-to-face technical support across our Microsoft modern workplace environment, resolving escalated incidents and service requests that require deeper technical troubleshooting. You will work closely with Level 1 support, Level 3 engineers and business users to diagnose root causes, restore services quickly, maintain high-quality ticket records, and identify opportunities to improve support processes, knowledge articles and end-user experience.

You will bring the following experience and technical capability:

• 3+ years’ experience in IT service desk, desktop support or end-user computing, including proven Level 2 support experience
• Strong troubleshooting capability across Microsoft Windows 10/11 Enterprise, desktops, laptops, mobile devices, printers and peripherals
• Experience supporting Microsoft 365 services, including Exchange Online, SharePoint, OneDrive and Microsoft Teams
• Hands-on experience with Azure Active Directory / Microsoft Entra, user account management, MFA, groups, conditional access and identity-related support
• Experience with Microsoft Intune, device enrolment, compliance policies, application deployment and Autopilot provisioning
• Ability to troubleshoot network connectivity, Wi-Fi, VPN, remote access and basic infrastructure issues
• Experience using remote support tools and IT service management platforms to manage incidents, service requests and asset records
• Working knowledge of PowerShell or scripting to assist with administration, automation and repeatable support tasks
• Exposure to Aruba SD-WAN or similar networking equipment would be advantageous

Relevant tertiary qualification in IT, computer science, business technology or equivalent practical experience

Relevant certifications would be advantageous, particularly in the areas of Microsoft 365 endpoint administration, IT service management, desktop support, networking, security, and cloud fundamentals. Examples include Microsoft 365 Certified: Endpoint Administrator Associate, ITIL 4 Foundation, CompTIA A+/Network+/Security+, Microsoft 365 Fundamentals and Azure Fundamentals.

As well as the following attributes and competencies:

• Clear communicator who can explain technical issues to non-technical users
• Customer-focused, calm and professional when handling support escalations
• Strong troubleshooting, root cause analysis and problem-solving skills
• Able to prioritise tickets, meet service levels and keep users informed
• High attention to detail with strong ownership from ticket logging to resolution
• Works collaboratively with Level 1 support, technical teams and vendors
• Proactively improves support documentation, processes and knowledge sharing
• Trusted to handle business systems and confidential information appropriately

What we offer

We offer a number of benefits including giving you an extra day off a year to celebrate your birthday, discounted health insurance, free life insurance cover, fresh fruit at our offices and a number of wellbeing offerings. Our team works cohesively across different portfolios and business areas and we have a culture of embracing diversity ensuring everyone is included.

We like to say working at HEB is more than just a job - it's a career.

If all this sounds like you - apply now!