Tier 2 IT Support Specialist

Albany, Full Time, IT Jobs
Please Quote Reference Number 18613
**- Tier 2 IT support role with a boutique Auckland MSP

• Troubleshoot complex technical issues across client environments
• We pay for skills, not just titles - salary is above market rate**

About Us

MiIT Limited is a 100% Kiwi-owned Managed Service Provider based in Albany, Auckland, delivering IT solutions and support to businesses across New Zealand. We partner with clients across a range of industries, providing everything from cloud infrastructure and cybersecurity to VoIP and managed backups. Our reputation is built on reliability, straight-talking advice, and genuinely solving problems for our clients.

About the Role

We're looking for a Tier 2 IT Support Specialist to join our growing team. This is a hands-on role for someone ready to take on complex, escalated issues - networking, servers, firewalls, and everything in between - with a genuine path to grow into a Tier 3 position.

Ready for more? Good. We need someone who tackles hard problems head-on, not someone who waits to be told what to do. Training's on us - ambition's on you, with a clear track to Tier 3.

What You'll Be Doing:

• Handling escalated support tickets, diagnosing and resolving complex technical issues
• Supporting and maintaining client networks, servers, and firewalls
• Managing and troubleshooting Microsoft environments (365, Windows Server, Active Directory)
• Configuring and supporting 3CX VoIP systems
• Managing Sophos security solutions and firewall configurations
• Logging, tracking, and managing work through Autotask (or similar PSA/ticketing tools)
• Liaising directly with clients - explaining technical issues in plain language and keeping them updated throughout resolution
• Working alongside the wider team to escalate or collaborate on more complex projects as needed

What You'll Bring:

• Previous experience working within a Managed Service Provider (MSP) environment
• At least 2-3 years of service desk experience
• Confident managing tickets and SLAs through a job-tracking system, with the ability to prioritise effectively under pressure
• Experience with a PSA platform such as Autotask
• Broad technical exposure across the Microsoft stack, networking, hardware, Apple devices, Remote Desktop Services, backup and imaging technologies, MDR/EDR tools, and virtualisation platforms such as VMware and Hyper-V
• Hands-on experience with hardware builds, software installations, and site changes/deployments
• Sound problem-solving, escalation management, and cross-team coordination skills
• Excellent verbal and written communication - confident on the phone and genuinely customer-focused
• A track record of proactive, self-directed learning
• A strong team ethic - you pitch in and support the wider team
• Legal entitlement to work in New Zealand long-term

What We Offer:

• We pay for skills, not just years in the seat - salary is above market rate
• Fully paid training and certifications
• A supportive, hands-on team environment
• Real variety - no two days the same, working across a diverse client base
• A clear path to progress into a Tier 3 role as you build your skills

How to Apply
Apply now with your CV and a short cover letter telling us why you're the right fit.