Level 2 - IT Support Engineer

Network Service Providers; Auckland; On-site; NZD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Job summary

Network Service Providers in Auckland is seeking a customer‑centric IT professional to join our team at Level 2 support, handling a wide range of technologies and delivering great customer experiences.

You will work across desktop, network, server, and end‑user devices, troubleshoot incidents, maintain documentation, and contribute to growth in a fast‑paced, collaborative MSP environment.

Qualifications

• MSP environment experience is required.
• 2–3 years of service desk experience.
• Strong ticket/SLA management skills and prioritisation under pressure.
• Experience with PSA and Halo platforms is desirable.
• Proficiency with Microsoft stack, networks, hardware, Apple devices, Remote Desktop Services, and imaging/backup techs.
• Hands‑on hardware/ software deployment experience.

Responsibilities

• Work at Level 2 handling a wide range of technologies and customer requests.
• Build broad technical capability across desktop, network, server, and modern workspace.
• Provide outstanding customer experience and troubleshoot incidents.
• Resolve tickets aligned to SLA timelines.
• Investigate root cause and recommend improvements.
• Maintain NSP site documentation and assist with hardware/software deployments.
• Build rapport with customers and support cross‑team coordination.

Skills

MSP experience

Service desk

Ticket/SLA management

Microsoft stack

Networking

Hardware

Apple

Remote Desktop Services

Backup and imaging

MDR/EDR

VMware

Hyper-V

Problem solving

Communication

Self-directed learning

Team player

Tools

PSA

Halo

VMware

Hyper-V

Remote Desktop Services

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.

Network Service Providers – Auckland, North Island

Since 2002, we’ve empowered the success of organisations – both here in New Zealand and across the globe. Proudly New Zealand owned and operated, we’ve made a name for ourselves by delivering superior innovative IT solutions at affordable prices from our home base in Auckland.

You

We are looking for a talented, customer-centric, enthusiastic IT professional to join our great team of experts to contribute to adding to our legacy.

Offering an outstanding internal culture, this is an outstanding opportunity for an ambitious engineer wanting to develop their career. This is a role that will challenge you in a fast-paced, future-focused environment, rewarding those with drive and passion.

What you will do:

• Working at Level 2, you will be dealing with a wide range of technologies, and support requests, working directly with customers to provide a great customer experience.
• You will build broad technical capability right across the desktop, network, server, and modern workspace, and have future opportunities to grow into other Engineering roles.
• Provide an outstanding customer experience.
• Troubleshoot and respond to incidents/service requests.
• Resolve tickets aligned to our SLA’s.
• Investigate root cause and recommend solutions.
• Maintain site documentation to NSP standards.
• Assist with hardware builds/deployments and software implementations.
• Build exceptional rapport with our customers.

Skills, Attributes and Experience…

• Previous experience in the Managed Service Provider (MSP) environment
• At least 2-3 years of service desk experience
• Strong ticket/SLA management skills using job tracking systems; ability to prioritise effectively under pressure
• Experience with PSA, Halo
• Microsoft stack, Network, Hardware, Apple, Remote Desktop Services, Backup and imaging technologies, MDR/EDR technologies,VMware and Hyper-V.
• Hands‑on experience with hardware builds, software installations, and site changes/deployments.
• Sound problem‑solving, escalation management, and cross‑team coordination skills.
• Excellent verbal and written communication skills, you are great on the phone and customer centric.
• You can demonstrate proactive self‑directed learning.
• A strong team ethic - where we’re all in this together.
• Legal entitlement to work in NZ long-term

What’s in it for you?

• Competitive salary + benefits
• Growth and development

NOTE to overseas enquiries and non-NZ residents:
Only applicants that are legally entitled to work in New Zealand and can make themselves available for interviews in New Zealand will be considered for thisposition.