Junior IT Helpdesk Engineer: First-Line Support

assessHR; Hawke's Bay; On-site; NZD 42,000 - 65,000; Full time

Job summary

HB Technologies is seeking a Level 1 Service Desk Engineer to join our Napier-based team in New Zealand. You will be the first point of contact for clients, handling email and phone queries, performing initial triage, and escalating where needed to ensure timely resolutions.

The role focuses on strong communication, accurate ticketing, and proactive support to maintain client relationships and service quality.

Qualifications

• Must be able to log and track client queries accurately.
• Excellent written and verbal communication skills.
• Able to engage with clients in a friendly and helpful manner.

Responsibilities

• Log client queries via phone or email promptly and accurately within SLAs.
• Manage technician schedules and prioritize tickets by urgency.
• Plan actions to optimise resource use and impact on others.
• Perform initial triage per procedures and record on ticket.
• Ensure time, hardware orders, and invoicing are aligned with the client.
• Provide regular ticket status updates to clients until resolution.
• Escalate complex issues to Team Leader or National Services Manager.

Skills

Problem solving

Clear communication

Client engagement

Time management

Empathy

Job description

HB Technologies is seeking a Level 1 Service Desk Engineer to join our Napier-based team in New Zealand. You will be the first point of contact for clients, handling email and phone queries, performing initial triage, and escalating where needed to ensure timely resolutions.

The role focuses on strong communication, accurate ticketing, and proactive support to maintain client relationships and service quality.