Level 1 Help Desk Engineer

assessHR; Waitakere Ranges; On-site; NZD 55,000 - 75,000; Full time

Job summary

Altitude IT Limited is seeking a Level 1 Helpdesk Engineer in New Zealand. The role focuses on maintenance, support, and installation of desktop equipment and software, serving as the first contact for clients via email or phone, and ensuring timely ticket resolution within service levels.

Core duties include logging queries, scheduling and prioritizing tickets, documenting triage steps, recording time and invoicing, and providing regular progress updates.

Qualifications

• Logical problem solving ability and organized documentation practices.
• Confident, clear, precise written and verbal communication.
• Ability to engage with clients in a friendly, helpful manner.
• Excellent time management with multitasking and adaptability.

Responsibilities

• Handle client queries by phone or email, logging and resolving tickets.
• Manage technician schedules and prioritize tickets by urgency.
• Plan actions efficiently while considering resource impact.
• Record initial triage and ensure time, hardware orders, and invoicing are accurate.
• Provide regular ticket status updates and escalate to Service Delivery Manager/Director when needed.

Skills

Problem solving

Documentation

Communication

Time management

Multitasking

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.

The Level 1 Helpdesk Engineer is a critical role at Altitude IT. The primary role is the maintenance, support, and installation of Desktop equipment and associated software, as well as providing the initial point of contact, and first line of support for clients via email or phone.

What you will be doing:

Client queries via telephone or email are logged promptly, accurately, and completed in a timely fashion, within agreed service levels.

Technician schedules are managed on an ongoing basis, and tickets are prioritised on an ongoing basis dependent on urgency.

Schedules and prioritises an appropriate course of action, optimising the management of resources whilst considering the impact on others.

Initial triage is performed according to agreed procedures and is systematically recorded on the ticket.

Ensure all time is recorded, hardware ordered if required and agreed by the client, and that invoicing occurs in the correct period.

Communicate with clients on ticket status at regular intervals to make sure they are informed of progress until the ticket is completed

Appropriate escalation of queries regarding issues or billing to either the Service Delivery Manager and/or Director of Expedite.

Additionally, you may be required to provide after-hours "on-call " service and/or assist with project work

What we are looking for:

A logical problem solver who is organised at keeping documentation and records up to date and complete.

A confident, clear, and precise communicator, both written and verbal.

Able to engage with clients clearly and in a friendly and helpful manner.

Excellent time management skills, with the ability to multi-task and adapt during the workday according to the requirements of clients and fellow staff.

Positive, confident, compassionate, and understanding of both client's and colleague's changing needs.

About Us

With 25 years' experience in the IT industry, Altitude IT Limited offers a high level of proactive IT support services, augmented for all businesses ranging from small to corporate companies and private clients nationwide. We aim to be a "one-stop-shop", making IT easy and stress-free for our clients, no matter their size.

If you think that Altitude IT sounds like you, and you think you have the skills required, then we would like to meet you.

You must be eligible to work in New Zealand to be considered for this position.