Auckland, Auckland, New Zealand
Technical Support Provide effective remote and onsite support for client desktop, server, cloud, and network environments. Troubleshoot, analyse, and resolve hardware, software, and network issues, escalating as required to meet SLA requirements. Manage escalated technical issues to resolution, including coordination with vendor support. Perform initial configuration, deployment, and testing of PC and server hardware and peripheral network equipment. Support and maintain virtual and cloud environments (e.g., VMware or Hyper-V, Office 365, Google Workspace, MDM environments) Ensure security, privacy, and performance of client environments through regular updates and best practices. Technical Project Work Manage and contribute to technical projects, including: o Desktop deployment and upgrades, configuring deployment infrastructure, and leading technicians during implementation. o Server upgrades and replacements, including virtual host installations and Windows server deployments. o Installing edge switches, wireless equipment, and firewalls, implementing VLANs in line with a pre-approved design. o Cloud Migrations and configuration, including cloud tenant and MDM systems. Update and maintain client site, systems, and networking documentation. Liaise with clients and vendors for issue resolution and integration of products into project environments. Communication and Customer Engagement Serve as a liaison between internal teams, clients, and stakeholders, providing status updates for projects and incident resolution. Communicate formal plans such as outage windows, incident reports, and client updates with minimal supervision. Assist with IT management of clients in technical planning and incident escalation. Deliver excellent customer service through proactive problem-solving and effective communication
• A broad base of knowledge and competency in core hardware and operating system technologies including installation, configuration, diagnosing and preventive maintenance. • Previous client service experience • Understanding of Windows Server Operating Systems, Active Directory, Group Policy, DNS, Exchange, Office 365 and virtualisation technologies. • Knowledge of TCP/IP, Cloud Technologies, and IT security • Experience in managing network and firewall. • Good documentation skills • Sound logical diagnostic ability
-Respond to phone calls and emails in relation to technical support -Work to given Service Level Agreements and KPI's -Problem solve and troubleshoot issues in a timely manner -Multitask -Worked with a professional attitude while with clients over the phone -Escalate issues to the appropriate teams when necessary
-Post migration assistance -Basic Infrastructure support -Level 1 end user support -Assisted with new building network checks -Documenting equipment