ICT Technical Support and Hardware Specialist Technician

Mercury IT; Queenstown; On-site; NZD 55,000 - 75,000; Full time

Job summary

The Computer Professors & Mercury IT is seeking a local IT Sales, Service & Technical Support Specialist to join our Queenstown/Frankton team. The role blends front-of-house sales with hands-on repair and technical support across consumer and small business equipment.

You will greet customers, recommend IT products, prepare quotes, and help with stock and service plans. The ideal candidate has 3 years in customer service and hardware/software troubleshooting, with strong communication and a

Qualifications

• 3 years practical experience with customer service, computer hardware and software troubleshooting.
• Strong customer service and communication skills.
• Ability to explain technical concepts to non-technical customers.
• Willingness to learn and keep up with evolving technology.

Responsibilities

• Greet customers and assess their technology needs
• Recommend and sell IT products, accessories, and services
• Prepare quotes and explain repair options, pricing, and turnaround times
• Promote service plans, warranties, and upgrades where appropriate
• Assist with stock management, merchandising, and point-of-sale transactions
• Deliver a friendly, professional, and solution-focused customer experience
• Log jobs accurately and keep customers informed of progress
• Handle customer questions, concerns, and complaints with professionalism
• Educate customers on device care, security, and best practices
• Diagnose, repair, and upgrade laptops, desktops, and peripherals

Skills

Customer service

Hardware troubleshooting

Technical support

Sales

Tools

Windows OS

Laptop/Desktop repair

Job description

ICT Technical Support and Hardware Specialist Technician

The Computer Professors & Mercury IT is an ICT services organisation located in Auckland, Hamilton, Wellington, Christchurch, Queenstown, Tauranga, Melbourne & Syndey.We have been providing technology solutions to businesses for over 25 years. Our services include consulting, private and public cloud solutions, support agreements via our managed services agreements and full telecommunication services (Internet and Voice) since we are also an ISP.

We create a fantastic culture and team environment. Our current team of approx 55 is a high performing team that works with all the latest technologies and solutions. We progress and develop career paths for our team.

We are a partners with many Technology suppliers including Microsoft as a cloud solution partner. This gives us monthly training with the latest Microsoft technologies.

Our mission is to deliver exceptional service and technology solutions to our clients and be their trusted partner for anything Technology related.

We are currently looking for a local person that provides sales, service and basic tech (which can be trained) to be based in Queenstown and/or Frankton. The full time 40 hours Mon - Sat role is required to help us to continue providing exceptional support and customer service to our existing corporate client base.

About the role

We are seeking a motivated and customer-focused IT Sales, Service & Technical Support Specialist to join our retail IT repair business. This role combines front-of-house sales, exceptional customer service, and hands-on technical repair and support across a wide range of consumer and small business IT equipment.

Key responsibilities

Greet customers and assess their technology needs

Recommend and sell IT products, accessories, and services

Prepare quotes and explain repair options, pricing, and turnaround times

Promote service plans, warranties, and upgrades where appropriate

Assist with stock management, merchandising, and point-of-sale transactions

Deliver a friendly, professional, and solution-focused customer experience

Log jobs accurately and keep customers informed of progress

Handle customer questions, concerns, and complaints with professionalism

Educate customers on device care, security, and best practices

Diagnose, repair, and upgrade laptops, desktops, and peripherals

About you

Strong customer service and communication skills

3 years practical experience with customer service, computer hardware and software troubleshooting

Confidence explaining technical concepts to non-technical customers

Good organisational skills and attention to detail

Ability to work independently and as part of a small team

Reliable, trustworthy, and professional in a retail environment

Friendly and approachable

Problem-solver with a practical mindset

Comfortable switching between sales, service, and technical work

Willingness to learn and keep up with evolving technology