Level 2+ IT Support Technician

Aotearoa New Zealand Association of Social Workers; Upper Harbour; On-site; NZD 65,000 - 85,000; Full time

Job summary

Our Albany team seeks an experienced Level 2+ IT Support Technician to support business customers across Auckland, working across brands, providing hands-on support and practical IT solutions.

You'll diagnose hardware, software, networking and Microsoft 365 issues, configure PCs/laptops, support VoIP, maintain records and documentation, and build strong relationships with customers.

Qualifications

• 2+ years' experience in an IT support or service desk environment.
• Strong Microsoft 365 knowledge and troubleshooting skills.
• Excellent knowledge of PC and laptop hardware.
• Experience troubleshooting networks, routers, firewalls and VPNs.
• Experience installing and supporting VoIP/telephony systems.

Responsibilities

• Provide IT support to predominantly business customers throughout Auckland.
• Diagnose and resolve hardware, software, networking and Microsoft 365 issues.
• Deliver practical technical solutions based on each customer's needs.
• Troubleshoot problems efficiently and take ownership through to resolution.
• Configure, maintain and support PCs, laptops and other IT equipment.
• Troubleshoot routers, firewalls, VPNs and network connectivity.
• Install and support VoIP telephony solutions.
• Maintain accurate service records, time entries and billing information.
• Create and maintain clear technical documentation.
• Build strong, professional relationships with customers and key stakeholders.
• Stay curious, think creatively and look for better ways to solve technical problems.

Skills

IT support

Microsoft 365

PC hardware

Networking

VoIP

Education

IT qualification or certification

Job description

We're looking for an experienced Level 2 or above IT Support Technician to join our team in Albany and support a diverse range of business customers across the region.

Working across our different brands, you'll provide hands-on technical support, troubleshoot complex issues, and deliver practical IT solutions that genuinely help our customers.

This is a great opportunity for someone who enjoys variety, takes ownership of problems, and wants to be part of a supportive, growing technology business.

What you'll be doing

Provide IT support to predominantly business customers throughout Auckland.

Diagnose and resolve hardware, software, networking and Microsoft 365 issues.

Deliver practical technical solutions based on each customer's needs.

Troubleshoot problems efficiently and take ownership through to resolution.

Configure, maintain and support PCs, laptops and other IT equipment.

Troubleshoot routers, firewalls, VPNs and network connectivity.

Install and support VoIP telephony solutions.

Maintain accurate service records, time entries and billing information.

Create and maintain clear technical documentation.

Build strong, professional relationships with customers and key stakeholders.

Stay curious, think creatively and look for better ways to solve technical problems.

What we're looking for

You'll ideally have 2+ years' experience in an IT support or service desk environment, with the technical capability and customer-service skills to operate confidently at Level 2.

You'll bring:

2+ years' experience supporting standard business applications and IT environments.

2+ years' experience providing quality customer support.

Strong Microsoft 365 knowledge and troubleshooting skills.

Excellent knowledge of PC and laptop hardware.

Experience troubleshooting networks, routers, firewalls and VPNs.

Experience installing and supporting VoIP/telephony systems.

Strong verbal and written communication skills.

The ability to work independently while also contributing to a wider team.

A current full New Zealand driver license.

Nice to have

The following would be advantageous, but are not essential:

A relevant IT qualification or certification.

Experience working with MedTech or healthcare IT environments.

Experience working within an MSP or managed IT services environment.

You'll be joining a friendly and experienced team with an awesome culture, where you'll have the opportunity to work with a variety of customers and technologies.

We're growing, and we're looking for someone who wants to grow with us.

The role includes limited scheduled after-hours work and participation in a remote-only on-call roster.

Ready for your next challenge?

If you're an experienced Level 2+ technician who enjoys solving problems, working with customers and getting stuck into different technologies, we'll love to hear from you.