Level 1 Helpdesk Engineer

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

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HB Technologies is an IT company specialising in business solutions. Due to our continued growth, we are looking for a Level 1 Service Desk Engineer to join our Napier-based team.

At HB Technologies, we create partnerships with our clients by listening and understanding their business. The Level 1 Service Desk Engineer is a critical role, providing the initial point of contact and first line of support for clients via email or phone to HBT. Responsibilities include initial screening and assessing their IT issues, resolving or escalating them as appropriate.

HB Technologies is an IT company specialising in business solutions. Due to our continued growth, we are looking for a Level 1 Service Desk Engineer to join our Napier-based team.

At HB Technologies, we create partnerships with our clients by listening and understanding their business. The Level 1 Service Desk Engineer is a critical role, providing the initial point of contact and first line of support for clients via email or phone to HBT. Responsibilities include initial screening and assessing their IT issues, resolving or escalating them as appropriate.

Responsibilities include

• 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 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 Team Leader or National Services Manager.

Developing and maintaining strong professional working relationships with your colleagues, clients, and our IT suppliers will be critical to your success in this role.

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, 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 clients' and colleagues' changing needs.

Our reputation is built on teamwork and mutual respect. We know that at the heart of any great workplace is a team of committed and happy staff who care about the people around them and their clients.

If you think that HB Technologies 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.

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