Software Support Engineer

About the role

We’re recruiting a Software Support Engineer for a Wellington-based software company.

This is a hands-on role for someone building their IT career who wants broader experience than simply working through a support queue.

You’ll be one of the people customers deal with when something isn’t working or needs changing. You’ll investigate issues, resolve what you can, keep people informed and bring in the right technical person when something needs further input.

Alongside customer support, you’ll get involved in system monitoring, user changes and software installs, upgrades and migrations.

Day to day, you’ll be:

• Responding to and triaging support requests, investigating issues and resolving or escalating them as appropriate
• Talking directly with customers by phone and email, explaining what’s happening and keeping them updated
• Monitoring software systems, identifying and logging issues, and following things through so they don’t get missed
• Managing user additions, removals and changes, including appropriate security checks
• Installing, configuring, upgrading and migrating software using documented processes
• Keeping support records and internal knowledge information accurate and working with the wider technical team to keep work moving

There will often be a few things on the go at once, so being organised, keeping track of the detail and communicating early when something is delayed are all important.

About you

This role will suit someone who genuinely enjoys the people side of IT as well as the technical problem solving. You’ll be comfortable picking up the phone, talking with customers and explaining things clearly. You’ll also enjoy working alongside others, asking questions and getting the right people involved rather than trying to figure everything out on your own.

You don’t need to know everything from day one. What matters is that you bring:

• Excellent spoken and written communication, including confidence dealing directly with customers
• Good problem-solving and critical-thinking ability
• Confidence using Windows systems
• A careful, methodical approach to following processes and documenting your work accurately
• The ability to manage several pieces of work and keep people informed
• Good judgement about when to keep investigating, when to communicate and when to ask for help

You may already be working in IT support, application support or a similar role and looking for an opportunity to build broader practical experience.

A relevant tertiary qualification would be useful but isn’t essential. Curiosity and a genuine willingness to learn matter too.

What’s on offer

As well as the chance to build broader technical experience, there are some great practical benefits:

• Wellness leave
• Eye-care allowance
• Physical and active wellbeing allowance
• Public and active transport allowance
• Modern Wellington CBD office
• Quality equipment and sit-stand desks
• Team lunches and social activities

If you enjoy solving technical problems but also like dealing with people, we’d be keen to hear from you.

Apply with your CV and Cover Letter or contact Martin from Engage Recruitment Support on [021 959 303](tel:021 959 303) for a confidential conversation and more information.