Level 2.5 Engineer

assessHR; Napier; Hybrid; NZD 60,000 - 85,000; Full time

Job summary

HBT is seeking an experienced Level 2.5 Service Desk Engineer to join our IT team. This hands-on role focuses on ticket resolution, escalations, and delivering exceptional support to a diverse client base, both on-site and remotely.

You will own complex incidents, mentor junior engineers, and contribute to projects like Microsoft 365 migrations, Azure implementations, and server upgrades while maintaining clear communication and accurate documentation.

Qualifications

• Strong technical troubleshooting skills.
• Excellent communication abilities.
• Ability to work independently while collaborating with a wider team.
• Experience with Microsoft technologies, server and network infrastructure, cloud services and managed services.

Responsibilities

• Managing and resolving escalated Service Desk tickets.
• Providing onsite and remote technical support.
• Installing, maintaining and troubleshooting workstations, servers and network infrastructure.
• Supporting Microsoft 365 and Azure environments.
• Delivering IT implementation and upgrade projects.
• Maintaining accurate documentation and job records within Autotask.
• Contributing to project management activities and successful project delivery.
• Building strong relationships with clients, colleagues and business partners.
• Ensuring high levels of customer satisfaction and service excellence.

Skills

Microsoft 365

Azure

Networking

Server administration

On-site & remote support

Documentation

Mentoring juniors

Customer service

Tools

Autotask

Microsoft 365 Admin Center

Azure Portal

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.

HBT is seeking an experienced and customer-focused Level 2.5 Service Desk Engineer to join our growing IT team. This is a hands-on technical role where your time will be dedicated to ticket resolution (both onsite and remote), escalations and delivering exceptional support outcomes for our diverse client base.

As a senior technical resource within the team, you will take ownership of complex and escalated incidents, driving issues through to resolution while maintaining clear communication, accurate documentation and a consistently high standard of customer service. You'll provide both remote and onsite support, visiting client locations when required to resolve technical issues efficiently and professionally.

The role offers a broad range of responsibilities across Microsoft 365, Azure, workstation, networking and server environments. You will install, maintain, troubleshoot and support business technology solutions while contributing to projects such as Microsoft 365 migrations, Azure implementations, server upgrades, network improvements and other client-focused technology initiatives.

Beyond technical expertise, you'll play an important mentoring role within the Service Desk, supporting the development of junior engineers through coaching, knowledge sharing and technical guidance. You'll be recognised as a trusted escalation point who enjoys solving challenging problems and helping others grow their capability and confidence.

Key responsibilities include:

• Managing and resolving escalated Service Desk tickets.
• Providing onsite and remote technical support.
• Installing, maintaining and troubleshooting workstations, servers and network infrastructure.
• Supporting Microsoft 365 and Azure environments.
• Delivering IT implementation and upgrade projects.
• Maintaining accurate documentation and job records within Autotask.
• Contributing to project management activities and successful project delivery.
• Building strong relationships with clients, colleagues and business partners.
• Ensuring high levels of customer satisfaction and service excellence.

To succeed in this role, you will have strong technical troubleshooting skills, excellent communication abilities and the confidence to work independently while collaborating effectively with the wider team. Experience across Microsoft technologies, server and network infrastructure, cloud services and managed services environments will be highly regarded.

At HBT, we're looking for someone who embodies our values: professionalism, integrity, teamwork, adaptability and a genuine commitment to delivering outstanding outcomes for clients. You are positive, organised, commercially aware and motivated by continuous learning and professional development.

In return, you'll join a supportive team culture that values knowledge sharing, innovation and customer success. This is an excellent opportunity for an experienced engineer looking to broaden their technical exposure, work on exciting projects and make a meaningful impact within a growing technology business.

If you're passionate about technology, enjoy solving complex problems and thrive in a client-focused environment, we'd love to hear from you.