1st Line Support / Helpdesk Engineer - Hybrid

Uptime Solutions Ltd; Waiheke; Hybrid; NZD 50,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a 1st Line Support Engineer in a hybrid role that allows you to balance office and remote work. In this dynamic environment, you will provide exceptional technical support to end customers, leveraging your analytical skills to troubleshoot a variety of issues. You'll have the opportunity to grow your career with mentorship and support for professional certifications. Enjoy a range of benefits including paid time off and a beautiful office overlooking the Viaduct. If you're passionate about technology and customer service, this role is perfect for you.

Benefits

Paid Time Off

Company-Paid Training Plan

Beautiful Office View

Flexible Work Schedule

Qualifications

• Experience in a 1st line support role with a focus on customer service.
• Ability to troubleshoot technical issues and escalate when necessary.

Responsibilities

• Deliver 1st line IT support services to customers of our MSP partners.
• Troubleshoot technical issues and escalate to senior engineers as needed.

Skills

Analytical Skills

Troubleshooting

Communication Skills

Customer Service

Windows 10

Office 365

Network Troubleshooting

Education

IT Helpdesk Experience

MSP Experience

Tools

Windows Server 2016

Windows Server 2019

Autotask RMM

Job description

First Line Support Engineer - Hybrid (After training - 2 days office / 3 days home)

What’s this role about?

As a 1st line engineer, you will assist in proactively managing and troubleshooting issues for the end customers of our MSP partners. Using your analytical skills to efficiently problem solve within our fast-paced environment, you will work with your team to provide market-leading technical support.

Growth is important to us; your role will include being mentored by seniors to develop the skills necessary to progress from a 1st line engineer to a 2nd line. We will also provide support and assistance in obtaining professional certifications.

MSP experience would be a bonus; if not, an IT Helpdesk / remote support background is a big plus.

An array of benefits exists including paid time off, a company-paid training plan, a beautiful office overlooking the Viaduct, and much more.

Schedule:

• 8-hour shift.

What will I do day to day?

You will be responsible for delivering 1st line IT support services to the customer base of our MSP partners while escalating issues requiring more senior resources to a suitable engineer.

Your daily focus will include:

• Troubleshooting a range of technical issues experienced by our clients, including the following technologies:
• Windows 10
• Office 365
• Microsoft Office
• Printers and Scanners
• Various customer applications
• Basic administration of Windows Server 2016, 2019
• Network troubleshooting
• Using our PSA platform to log and respond to support tickets
• Identifying and escalating higher-level issues to a senior engineer
• Being a people person, delivering support in a friendly and positive manner
• Great communication skills, both verbally and in writing, are expected

What gives you a competitive edge?

• Passion for technology and self-development
• Experience working for a managed service provider
• Knowledge of Autotask RMM or PSA