Help Desk & IT Support – Frontline

Acronym Ltd; Albert-Eden; On-site; NZD 30,000 - 44,000; Part time

Job summary

Acronym Ltd is seeking a Frontline Help Desk & IT Support Engineer to join our Auckland team in a hands-on role focused on end-user support, desktop work, and daily service delivery. The position involves 20+ hours per week on client sites as the sole company representative, with our team providing background support and occasional project involvement.

The ideal candidate enjoys problem solving, working with people, and contributing to a supportive MSP environment.

Qualifications

• Minimum 2 years of IT experience in a help desk or MSP environment.
• Experience supporting Windows and macOS environments.
• Familiarity with Microsoft 365 administration and user management.

Responsibilities

• Provide Tier 1/2 helpdesk support to a range of clients.
• Troubleshoot hardware and software issues on Windows and macOS.
• Build, deploy, and support end-user devices.
• Respond to tickets with clear documentation and timely updates.
• Offer on-site support for one client ~20 hours per week.
• Support project tasks and day-to-day service delivery as needed.

Skills

Customer-focused

Communication

Independent worker

Time management

Tools

Windows

macOS

Microsoft 365

Active Directory

Job description

Are you looking to work for a busy and growing ICT company where flexibility, teamwork, and customer service matter?

Acronym Ltd is looking to add a Frontline Help Desk & IT Support Engineer to our Auckland-based team. This role is primarily focused on end‑user support, desktop work, and day‑to‑day service delivery. The role will involve 20+ hours per week at client sites as the sole company representative with our team providing support in the background. There will be the opportunity to support project work as required.

This is a hands‑on front-line role suited to someone who enjoys working with people, solving technical problems, and being part of a supportive MSP environment.

The Role

The core focus of this position is helpdesk and desktop support, ensuring customers receive timely, professional, and effective assistance across their IT environments.

You will also provide support to the projects team when required, assisting with project tasks and changes, but projects will not be your primary responsibility.

In addition, you will be involved in standard operational and sales support activities that are part of working in an ICT services business.

Key Responsibilities

Help Desk & Desktop Support (Primary Focus)

Provide Tier 1 / Tier 2 helpdesk support to a range of customers

Troubleshoot hardware, software, and user issues on Windows and macOS

Build, deploy, and support end‑user devices

Respond to tickets, document work clearly, and meet service expectations

Provide on‑site support for one client about 20 hrs per week and others when required

Operational Support

Maintain accurate ticket notes, time entries, and documentation

Follow internal processes and contribute to consistent service delivery

Support backup monitoring, alert handling, and general system checks

Work collaboratively with the wider technical and service team

Assist with hardware and licensing quotes as required

Liaise with suppliers and internal team members on orders and pricing

Support general customer enquiries related to IT services and equipment

Project Support (Occasional)

Assist with project tasks such as:

Modern Desktop Security

Microsoft 365 migrations

Phone and Wi‑Fi changes

Support senior engineers and the projects team when needed

About You

You will have at least 2 years’ relevant IT experience, ideally within a managed services or customer‑focused IT environment.

You will be:

Sociable, customer‑focused with strong communication skills

Comfortable working independently while being part of a team

Well organised with good time management and documentation habits

Practical, reliable, and happy working across a variety of support tasks

A current New Zealand driver’s licence and access to a vehicle are required.

Ideal Experience & Skills

Microsoft 365 administration:

Teams

Exchange

SharePoint & OneDrive

Windows Server (foundational support level)

Helpdesk support across Windows and Mac environments

Workstation builds and end‑user deployments

Backup and alert monitoring

Basic IT hardware quoting and licences

Remuneration

Remuneration will be commensurate with experience and skills.