Hybrid Technical Support Engineer — Global Security Solutions

Gallagher Group Limited; Hamilton; Hybrid; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work

Free parking

Subsidised on-site cafe

KiwiSaver contributions

Annual bonuses

Team events

Job summary

Gallagher in Hamilton is seeking Technical Support Engineers to assist customers and partners with Gallagher Security products from a busy contact centre. The role involves troubleshooting, documenting CRM notes, and delivering timely solutions with a customer-first mindset.

The team operates on morning and afternoon shifts (7:00am–11:30pm) with occasional weekend coverage and on-call allowances. You’ll grow your technical knowledge and contribute to a global support effort.

Qualifications

• Experience in a helpdesk or technical support environment.
• Foundation in IT, networking, or device troubleshooting.
• Familiarity with Access Control Systems is a plus.
• Strong written and verbal communication skills.
• Willingness to learn new technologies and grow.

Responsibilities

• First point of contact for technical queries from customers and channel partners, diagnosing and troubleshooting.
• Deliver timely resolutions via phone and email with CRM notes.
• Provide an exceptional support experience that builds confidence.
• Collaborate with regional and global teams to resolve issues.
• Contribute to the knowledge base to support teams and customers.
• Apply root cause analysis and follow escalation paths when needed.
• Continuously building product knowledge through learning.

Skills

Helpdesk experience

IT foundation

Networking basics

Communication skills

Customer focus

Problem solving

Curiosity to learn

Tools

Access Control Systems

Job description

Gallagher in Hamilton is seeking Technical Support Engineers to assist customers and partners with Gallagher Security products from a busy contact centre. The role involves troubleshooting, documenting CRM notes, and delivering timely solutions with a customer-first mindset.

The team operates on morning and afternoon shifts (7:00am–11:30pm) with occasional weekend coverage and on-call allowances. You’ll grow your technical knowledge and contribute to a global support effort.