IT Helpdesk Specialist - Lvl 1 or 2 (6 month fixed term)

Swissport; Auckland; On-site; NZD 60,000 - 70,000; Full time

Job summary

A global aviation services leader is seeking a motivated IT Helpdesk Specialist in Auckland, New Zealand. The successful candidate will provide Level 1/2 support for hardware and software issues in both Windows and Mac environments. 2+ years of experience in IT support is required, along with strong troubleshooting and communication skills. Join a dynamic team committed to excellence in service delivery.

Qualifications

• 2+ years of experience in IT Helpdesk or Desktop Support.
• Strong knowledge of Windows 10/11 and macOS environments.
• Hands-on experience with Azure AD and Microsoft Intune.

Responsibilities

• Provide Level 1/2 support for hardware and software issues.
• Handle incidents and service requests via an ITSM tool.
• Administer Office 365 services including user account management.

Skills

Troubleshooting

Customer service

Time management

Communication

Problem-solving

Tools

ServiceNow

Microsoft Intune

Jira Service Desk

Job description

Overview

Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.”

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.

Job Summary/Whakarāpopototanga

We are seeking a motivated, confident and technically skilled Level 1 or 2 IT Helpdesk Specialist with a strong background in desktop support to join our dynamic IT support team. The ideal candidate will be responsible for providing timely and effective support to end-users, resolving hardware and software issues, and ensuring smooth operation across both Windows and MacOS environments. You will play a key role in managing service requests, incidents, and change processes, while maintaining high levels of customer satisfaction. This position requires strong diagnostic and troubleshooting skills, practical knowledge of ITSM tools and ITIL frameworks, and the ability to work both independently and collaboratively. This role reports into the IT Manager who is based in Australia and will be the feet on the ground in New Zealand.

Responsibilities

• Provide Level 1/2 support for hardware and software issues on Windows and MacOS platforms
• Handle incidents, service requests, and changes via an ITSM tool in alignment with ITIL processes
• Offer technical support and troubleshooting for desktops, laptops, mobile devices, and peripherals
• Support end-user device onboarding and maintenance via MDM tools
• Provide remote and on-site support to internal staff
• Perform basic networking tasks (e.g., IP configuration, Wi-Fi setup, DNS/DHCP troubleshooting)
• Write and maintain knowledge base articles and technical documentation
• Use basic PowerShell commands/scripts for automation and administration tasks
• Support and manage devices using MDM tools (e.g., Intune, Jamf, etc.)
• Administer Office 365 services including user account management and license allocation
• Assist in managing Azure AD and Intune environments for device and user policy enforcement
• Liaise with vendors for hardware repairs, software licensing, and procurement
• Maintain strong communication with staff and clients to ensure issues are resolved in a timely and professional manner
• Ensure SLA targets and customer satisfaction metrics are consistently met
• Travel to Christchurch may be required from time to time for IT support tasks

Qualifications

• 2+ years of experience in an IT Helpdesk or Desktop Support role
• Your ability to manage your time effectively, work independently and use initiative are essential
• Strong knowledge of Windows 10/11 and macOS environments
• Experience using ITSM tools (e.g., ServiceNow, Freshservice, Jira Service Desk)
• Familiarity with ITIL framework and processes (Incident, Change, Problem Management)
• Experience with Office 365 administration and user support
• Hands-on experience with Azure AD and Microsoft Intune
• Strong hardware troubleshooting experience (desktops, laptops, peripherals)
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs)
• Exposure to scripting (e.g., PowerShell) for automation and task simplification
• Experience with MDM solutions (e.g., Microsoft Intune, Jamf)
• Excellent communication and interpersonal skills to support users and collaborate with team members

What We Offer/Ngā Āheinga

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Visit our website at https://careers.swissport.com to learn more about Life at Swissport.

Join Swissport today and be part of a team that connects the world of aviation!

Only permanent residents of New Zealand, or those who have the right to work in New Zealand may apply.