IT Support Specialist - Helpdesk & Systems

seek.co.nz; Auckland; On-site; NZD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary package

Ongoing professional development

Mentoring

Work across a broad range of tech

Job summary

Jora New Zealand is seeking an experienced IT Support Technician to deliver first and second-line support across our organisation. You will handle incidents, administer Microsoft 365 services, manage user accounts, and collaborate with vendors to keep systems running smoothly.

The role requires a customer-focused approach, strong problem-solving skills, and the ability to balance day-to-day requests with longer-term IT projects. On-site support and documentation are key aspects of the job.

Qualifications

• Three or more years of experience in an IT service desk, desktop support, or similar technical support role.
• Demonstrated experience providing both first and second-level technical support.
• Practical experience supporting Microsoft 365 applications and services.
• Experience administering user accounts, access, groups, and licences.
• Strong troubleshooting skills across Windows devices, business applications, hardware, networks, and peripherals.
• Experience configuring and deploying computers and mobile devices.
• Familiarity with endpoint management, identity management, remote support, and ticketing platforms.
• A relevant tertiary qualification or industry certification is desirable but not essential.
• Strong verbal and written communication skills.
• A proven ability to deliver excellent internal customer service.
• Ability to prioritise competing requests and manage incidents through to completion.
• Experience working with external vendors or managed service providers would be advantageous.

Responsibilities

• Provide responsive and professional Level 1 and Level 2 technical support to employees.
• Receive, triage, investigate, and resolve incidents and service requests through the internal ticketing system.
• Diagnose and resolve hardware, software, Microsoft 365, identity, connectivity, printing, mobile device, and system configuration issues.
• Provide both remote and hands-on support across the organisation.
• Configure, deploy, maintain, and troubleshoot laptops, desktops, mobile devices, and associated peripherals.
• Support employee onboarding, offboarding, access changes, and equipment allocation.
• Administer user accounts, groups, permissions, licences, and access to business systems in accordance with established processes.
• Take ownership of technical issues through to resolution, keeping employees informed of progress.
• Escalate complex or unresolved issues to senior team members, external support providers, or vendors when required.
• Coordinate with third-party vendors and follow up on escalated incidents.
• Identify recurring issues and recommend practical improvements or preventative solutions.
• Create and maintain technical documentation, troubleshooting guides, and knowledge-based articles.
• Assist with application deployments, device upgrades, system changes, and other IT projects.
• Support the monitoring and maintenance of the organisation’s IT environment.
• Follow IT security policies, operational procedures, and service-management practices.
• Provide guidance and technical assistance to less-experienced team members when required.

Skills

IT support

Customer service

Problem solving

Windows troubleshooting

Microsoft 365

Identity management

Ticketing platforms

Remote support

Education

Relevant tertiary qualification or industry certification desirable

Tools

Microsoft 365 admin tools

Remote support tools

IT ticketing system

Job description

Jora New Zealand is seeking an experienced IT Support Technician to deliver first and second-line support across our organisation. You will handle incidents, administer Microsoft 365 services, manage user accounts, and collaborate with vendors to keep systems running smoothly.

The role requires a customer-focused approach, strong problem-solving skills, and the ability to balance day-to-day requests with longer-term IT projects. On-site support and documentation are key aspects of the job.