IT Support Engineer

Cyclone Co; Christchurch, Auckland; Hybrid; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Volunteer day

Team events

Job summary

Cyclone is seeking a Support Engineer to join our National Service Desk in Christchurch. You will provide remote Level 1 and 2 support across channels, helping customers with incidents and requests while expanding your technical expertise.

The role emphasizes collaborative teamwork, ongoing learning, and delivering high-quality service to education and commercial clients in New Zealand.

Qualifications

• 3 years' experience on a service desk or similar role.
• Tertiary ICT/ITIL/computer qualifications.
• Ability to work in a large team and take ownership of tasks.

Responsibilities

• Shadow engineers across multiple disciplines to learn standards and processes.
• Develop foundational knowledge across primary products and services.
• Build positive relationships with customers and deliver quality outcomes.
• Resolve incidents following ITIL processes (L1/L2) and manage service requests.

Skills

Customer service

Communication

Teamwork

Problem solving

Self-motivation

Independent work

Education

ICT/ITIL/computing qualification

Job description

Are you a talented Support Engineer ready for your next exciting opportunity?

Join our dynamic National Service Desk team based in Christchurch!

Why You’ll Love Working With Us

• Great Team Benefits: Competitive salary and benefits package including health insurance, a paid volunteer day per year, fun team events and social activities.
• Customer-Centric Culture: We’re passionate about delivering exceptional support and building trusted partnerships with our customers.
• Diverse Client Base: You'll work with both education and commercial clients, allowing you to showcase your technical expertise and top-tier customer service skills.

About the Role

The shifts available for this role is

• 10:30am - 7:00pm Monday - Friday
• 8:30am - 5:00pm Monday Friday

We're not a typical Service Desk. Working across a diverse range of technologies and customer environments, you'll have the opportunity to tackle varied and interesting challenges that keep even experienced engineers engaged, continuously learning, and growing their technical expertise.

In this role, you'll provide remote Level 1 and 2 support through multiple channels, including phone, chat, email, and remote assistance. As the first point of contact for our valued customers, you'll play a key role in resolving issues efficiently while delivering an outstanding support experience.

You’ll gain hands‑on experience working with a wide range of technologies across a diverse client base. The technologies listed below represent just some of the tools and platforms you’ll have the opportunity to support, helping you broaden your technical expertise and continue developing your skills.

• Windows 10/11 macOS
• Microsoft 365
• Google Workspace
• Windows Servers
• Veeam Backup & Replication
• ESET security solutions
• Intune and Jamf MDM solutions
• HPE and Lenovo Server & Storage Solutions
• Ruckus & Aruba Networks
• Remote monitoring and Management

What you will do:

• Learn our industry standard tools and processes while shadowing our Engineers across multiple disciplines.
• Develop a foundational knowledge across our primary products and services.
• Develop and foster positive relationships with all customers.
• Commitment to deliver quality outcomes for clients.
• Support our customers with the resolution of incidents covering software, hardware and infrastructure as defined by potential service level agreements.
• Incident and Service Request Management following standard ITIL processes.

What you will bring:

• Customer service skills.
• Tertiary ICT/ITIL/computer qualifications.
• 3 years' experience on a service desk or similar role.
• An ability to work as part of a large team while taking responsibility for your work.
• Problem solving skills and instinct to take ownership when dealing with issues.
• Curiosity loads of initiative and ability to work independently, a "self-starter".
• Exceptional communication and relationship building skills.

Why Join Us Here at Cyclone?

Cyclone is a New Zealand privately owned company with branch offices in Auckland, Wellington, Christchurch, Dunedin and Invercargill. We employ over 200 team members including ICT specialists, Engineers and Consultants. Working at Cyclone includes the opportunity to thrive in:

• Having training platforms and development pathways with direct access to large multinationals such as Microsoft, HPE, Aruba, Fortinet, Apple, Google, and Dell.
• Being part of a collaborative team, with tight customer and supplier relationships.
• A workplace rich in diversity, inclusive of all thinking styles, and actively reflecting our core values.

You must currently live in New Zealand and be eligible to work here to apply for this position.