Automation Farm Support Specialist

MSD; Hamilton; On-site; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Training & development

Collaborative team

Competitive remuneration

Job summary

MSD in Hamilton, NZ, seeks a Support Analyst for the Service Desk to deliver high-quality technical support to Automation Farming customers. You will log, triage, troubleshoot, and resolve requests across calls, email, and remote tools, while proactively monitoring systems and contributing to continuous improvement.

You will work closely with customers to understand and record requests, escalate where needed, and help maintain a robust knowledge base.

Qualifications

• Relevant tertiary qualification (e.g. Information Technology, Electronics) or proven related experience.
• Excellent written and verbal communication skills.
• Ability to build strong internal and external relationships.
• Empathy with customers and strong time management across time zones.
• Strong problem-solving and systematic issue resolution.
• Self-motivated and team‑oriented with continuous learning mindset.
• Experience using Microsoft Office applications, especially Excel, Outlook, and Word.

Responsibilities

• Be the first point of contact for customer technical support via phone and email.
• Log, triage, and troubleshoot requests; escalate when required.
• Deliver professional, empathetic customer experiences with ownership.
• Evaluate system performance using Splunk and other tools.
• Record and track customer queries in CRM systems.
• Collaborate with development to improve products and customer experience.
• Maintain and update knowledge bases, guides, and SOPs.
• Provide training to customers on hardware and software; support irregular hours as needed.

Skills

Customer service

Technical support

Triage issues

CRM systems

Remote support tools

Communication

Monitoring tools

Education

Information Technology qualification

Tools

Splunk

Microsoft Office

SQL Reporting

CRM systems

Job description

MSD in Hamilton, NZ, seeks a Support Analyst for the Service Desk to deliver high-quality technical support to Automation Farming customers. You will log, triage, troubleshoot, and resolve requests across calls, email, and remote tools, while proactively monitoring systems and contributing to continuous improvement.

You will work closely with customers to understand and record requests, escalate where needed, and help maintain a robust knowledge base.