IT Service Engineer: L1/L2 Support & Microsoft 365

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

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.