IT Service Engineer

Potentia; Auckland; On-site; NZD 60,000 - 90,000; Full time

Job summary

Potentia in Auckland is seeking a hands-on IT Service Engineer to support a large New Zealand organisation across approximately 45 sites and nearly 3,000 staff. You’ll join a close-knit team of four delivering Level 1 and Level 2 support for internal users, including clinicians and operational specialists.

You’ll provide responsive Microsoft 365 support, troubleshoot connectivity and device issues, and contribute to security patching, endpoint hygiene and remote management.

Qualifications

• Proven L1/L2 IT support experience in a busy service environment.
• Strong Microsoft 365 support capability.
• A genuine service mindset, with empathy for non-technical users.
• The ability to explain technical issues in plain language.
• Confidence triaging, prioritising and owning tickets through to resolution.
• Strong ITIL Service Management experience.
• CLI knowledge and experience with remote support tools.
• A practical understanding of security patching and endpoint support.

Responsibilities

• Provide Level 1 and Level 2 incident and request management.
• Microsoft 365 support across Teams, SharePoint, OneDrive and related tools.
• Troubleshooting connectivity, access, device and application issues.
• Supporting security patching, endpoint hygiene and remote management.
• Using CLI for diagnostics, installs and support tasks.
• Working with voice network-related issues where required.
• Building or supporting Power Automate flows to automate L1 Support Requests.
• Gaining exposure to Dynamics 365 CRM support over time.
• Collaborating with Network Architects, Enterprise Architects and wider IT teams.

Skills

L1/L2 support

Microsoft 365

ITIL

Service mindset

Clear communication

Troubleshooting

CLI

Tools

Power Automate

Azure

Dynamics 365

Remote support tools

CLI

Job description

Jora New Zealand will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Why you’d like it

• Broad L1/L2 support role across M365, networking, automation and security
• Support a meaningful sector where great technology genuinely helps people
• Small, capable IT team with exposure to senior Architects and wider IT specialists
• 99% internal customer satisfaction — join a team that takes service seriously

The opportunity

This is a hands-on IT Service Engineer role with a large New Zealand organisation operating across approximately 45 sites and supporting close to 3,000 staff.

You’ll join a close-knit team of four providing both Level 1 and Level 2 support to internal users, many of whom are clinicians and operational specialists. They are experts in their own field, but not always confident technology users — so empathy, patience and clear communication are just as important as technical ability.

You’ll bring strong L2 troubleshooting capability, while being just as willing to pick up L1 tickets and resolve them properly. No ticket is beneath you. Every user deserves to feel heard, supported and confident that their issue is being owned.

What you’ll be doing

You’ll provide responsive, practical support across a broad Microsoft-led environment, including:

• Level 1 and Level 2 incident and request management
• Microsoft 365 support across Teams, SharePoint, OneDrive and related tools
• Troubleshooting connectivity, access, device and application issues
• Supporting security patching, endpoint hygiene and remote management
• Using CLI for diagnostics, installs and support tasks (this is ideal but not essential)
• Working with voice network-related issues where required
• Building or supporting Power Automate flows to automate L1 Support Requests
• Gaining exposure to Dynamics 365 CRM support over time
• Collaborating with Network Architects, Enterprise Architects and wider IT teams

What you’ll bring

• Proven L1/L2 IT support experience in a busy service environment
• Strong Microsoft 365 support capability
• A genuine service mindset, with empathy for non-technical users
• The ability to explain technical issues in plain language
• Confidence triaging, prioritising and owning tickets through to resolution
• Strong ITIL Service Management experience
• CLI knowledge and experience with remote support tools
• A practical understanding of security patching and endpoint support

Experience with Power Automate, voice networks, Azure, Dynamics 365 or ITIL practices would be highly regarded.

Why this role matters

When technology gets in the way, it can affect people doing important work. Your role is to remove that friction — calmly, clearly and with care.

If you’re a capable L2 support professional who still values the importance of every L1 interaction, this is a role where your technical skill and human approach will both be valued.

Remuneration

You can rightly assume this role is remunerated very well with a very attractive base wage, kiwisaver contribution and 1 day WFH after six months.