IT Support Engineer

Cyclone Co; Queenstown; Hybrid; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Volunteer day per year

Technology discounts

Job summary

Cyclone is seeking a Support Engineer to join our team in Queenstown, NZ, delivering hybrid service desk and field support to customers across New Zealand. You will work from home and onsite as needed, assisting with incident resolution, software, hardware, and infrastructure support, and building strong customer relationships.

You will shadow senior engineers, learn our products, and grow your knowledge across Windows, MS 365, security, and networking solutions, while delivering exceptional

Qualifications

• 3 years' experience on a service desk or similar role.
• Tertiary ICT/ITIL/computer qualifications.
• Ability to work well in a large team and take ownership.
• Strong problem solving and communication skills.

Responsibilities

• 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.

Skills

Customer service

Team collaboration

Problem solving

Self-starter

Communication

Education

Tertiary ICT/ITIL/computer qualifications

Job description

Are you a talented Support Engineer ready for your next exciting opportunity? We have an exciting opportunity for an experienced Support Engineer to join our team in a hybrid Service Desk and Field Support role based in Queenstown.

Why You'll Love Working With Us

• Great Team Benefits:Competitive salary and benefits package including health insurance, a paid volunteer day per year, discounts on technology
• 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

In this position, you will work primarily from your home in Queenstown while supporting our National Remote Service Desk, providing Level 1 and Level 2 technical support through a variety of channels including phone, email, chat, and remote assistance. As a key member of our support team, you will be the first point of contact for our customers across New Zealand, helping resolve technical issues efficiently while delivering an exceptional customer experience.

What makes this role unique is the opportunity to combine remote support with hands-on onsite work. In addition to supporting our national customer base, you will provide onsite technical support to our Queenstown-based customers, giving you the chance to get out from behind the desk, build strong customer relationships, and work directly with a variety of technologies and environments.

This is an excellent opportunity for someone who enjoys variety, autonomy, and customer interaction. You will gain exposure to a broad range of technologies across a diverse client base, continually expanding your technical knowledge and developing your skills. The technologies listed below represent just some of the platforms and solutions you'll have the opportunity to support as part of this dynamic and rewarding role.

• 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. Our customers require us to complete security and reference checks.