IT Support Technician

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 will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

We are looking for an experienced and customer-focused IT Support Technician to provide first and second-level technical support to employees across our organisation. As a key member of a small IT team, you will manage incidents and service requests from initial contact through to resolution. Support is provided through phone, email, chat, remote support tools, and hands-on assistance. You will investigate and resolve a broad range of hardware, software, Microsoft 365, identity, network, mobile device, and system configuration issues. Alongside day-to-day support, you will take ownership of more complex technical problems, assist with escalations, contribute to infrastructure and technology projects, and help improve our internal support processes and documentation. This role would suit someone who has developed a strong foundation in service desk or desktop support and is ready to take greater ownership of technical issues while continuing to broaden their systems administration experience.

Key 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.

Desired Qualifications and Experience

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.

About you

You are a capable and approachable IT support professional who enjoys solving problems and helping people get the most from technology.

You are comfortable working independently on day-to-day support issues, but you also know when to collaborate or elevate. You take ownership of problems, communicate clearly, and keep users informed rather than allowing requests to disappear into a queue.

You have a methodical approach to troubleshooting and can balance technical detail with practical business needs. You are naturally curious, keen to understand the underlying cause of an issue, and interested in improving systems and processes rather than repeatedly applying the same workaround.

You will be joining a small team, so adaptability, initiative, and a willingness to assist across a broad range of IT activities will be important.

About us

We are a family-owned construction company that has been operating for more than 50 years. We are proud to be 100% New Zealand owned.

A competitive salary package.

Ongoing professional development, training, and mentoring.

Opportunities to work across a broad range of technologies and business systems.

Involvement in technology projects and continuous improvement initiatives.