Level 2 Service Technician Auckland

Aotearoa New Zealand Association of Social Workers; Auckland; Hybrid; NZD 60,000 - 85,000; Full time

Job summary

Daraco IT is seeking a Level 2 Support Engineer based in Auckland for onsite and remote customer support across New Zealand and Australia. You will own higher‑level incidents, resolve device and network issues, and assist with Microsoft 365 environments.

The role emphasizes practical troubleshooting, clear communication, and hands-on customer service. The successful candidate will have 2–4 years in Level 2 IT support, strong knowledge of Windows 10/11 and Microsoft 365, plus experience with

Qualifications

• 2–4 years in Level 2 IT support, desktop support or service desk escalation.
• Strong customer-facing communication and punctuality.
• Solid knowledge of Windows 10/11 and Microsoft 365 stack.

Responsibilities

• Provide Level 2 remote and onsite support, taking incidents to resolution.
• Troubleshoot networks, devices, printers and meeting room setups.
• Support onboarding, device builds and application access requests.
• Escalate complex issues with clear notes and next steps.
• Maintain ticket updates, asset records and knowledge base articles.

Skills

Customer service

Onsite support

Remote support

Windows 10/11

Microsoft 365

Active Directory

Intune

Entra ID

Networking

Tools

Active Directory

Entra ID

Intune

Autopilot

VPNs

Job description

Smart IT support. Real people. Making a difference.

Auckland-based | Full-time | Level 2 Support | Onsite customer support, Microsoft 365, cloud, devices, networks and technical ownership

Ready to be the trusted onsite and remote support engineer customers rely on when technology needs to work properly? This could be your next move.

At Daraco IT, we help organisations keep their people productive, secure and supported through practical, responsive IT services. As a Level 2 Support Engineer, you’ll take ownership of more complex support requests, work directly with customers onsite and remotely, and help keep business-critical technology running smoothly.

Based in Auckland, you’ll join a supportive team delivering IT support across New Zealand and Australia, with a strong focus on being present at customer locations, building trust face-to-face and providing practical support across health services, engineering, financial services, professional services and large not-for-profits.

How we work: communicate clearly, take ownership, fix things properly, avoid jargon where possible and build long-term trust with our customers.

The Role

You’ll be a key escalation point for technical issues that need deeper troubleshooting, stronger ownership and clear customer communication. One day you might be onsite resolving a network or device issue, the next you could be supporting Microsoft 365, Entra ID, endpoint management, onboarding, application access, security controls or a cloud-related incident. You’ll work closely with customers, service desk colleagues and senior engineers to resolve issues properly and keep tickets moving with clear notes, priorities and follow-through.

What You’ll Get Stuck Into

Provide Level 2 remote and onsite support across customer environments, taking ownership of incidents and service requests through to resolution.

Attend customer sites across Auckland and, if required, across NZ to troubleshoot, configure, install and support devices, networking, printers, meeting rooms and user environments.

Troubleshoot Windows 10/11, Microsoft 365, Teams, Outlook, SharePoint, OneDrive, Entra ID, Intune, VPNs, Wi-Fi and core business applications.

Support user onboarding, device builds, account administration, permissions, MFA, conditional access and application access requests.

Investigate endpoint, connectivity, security and performance issues using practical troubleshooting and sound judgement.

Escalate complex infrastructure, security or project issues with clear notes, evidence and recommended next steps.

Maintain accurate ticket updates, asset records, customer documentation and knowledge base articles.

Build strong working relationships with customer contacts through clear communication, reliability and professional onsite presence.

Contribute to small projects, upgrades, device rollouts, migrations and continuous improvement initiatives.

Participate in the after-hours support rotation when required.

What Makes You a Great Fit

2–4 years’ experience in Level 2 IT support, desktop support, service desk escalation or managed services.

Confidence working directly with customers onsite, including professional communication, punctuality and strong customer service.

Solid working knowledge of Windows 10/11, Microsoft 365, Teams, Outlook, SharePoint, OneDrive and common business applications.

Practical experience with Active Directory, Microsoft Entra ID, user administration, groups, permissions, MFA and access troubleshooting.

Experience supporting endpoint environments, including device builds, imaging, Intune, Autopilot, patching, antivirus and remote management tools.

Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, switching, Wi-Fi, VPNs, firewalls and printers.

Ability to diagnose issues methodically, document clearly and know when to escape with useful technical detail.

Experience with ticketing systems, SLAs, asset management and customer documentation in a managed services environment.

Relevant certifications such as Microsoft, CompTIA Network+, Security+, Modern Desktop, Azure fundamentals or ITIL Foundation would be well regarded.

Permanent residency or New Zealand citizenship.

A current New Zealand driver's licence and your own reliable transport, as regular onsite customer support is a key part of the role.

Why You’ll Like It Here

Work with Daraco IT, a growing technology services company supporting leading organisations across New Zealand, Australia and beyond.

Build confidence as a trusted onsite technical contact for customers who value practical, reliable support.

Get hands-on exposure to Microsoft 365, cloud services, endpoint management, networking, security and varied customer environments.

Learn from experienced engineers while taking real ownership of Level 2 support outcomes.

Join a practical, supportive team where attitude, reliability, communication and follow-through genuinely matter.

Be part of a business that values clear communication, ownership, reliability and doing the right thing for customers.

You’ll Probably Enjoy This Role If...

You like being close to the customer, solving practical problems and making technology feel reliable again. You are comfortable travelling to customer sites, communicating with users and stakeholders, and taking ownership of Level 2 issues until they are properly resolved. You are organised, calm under pressure and keen to keep building your technical capability in real customer environments.

Your application will include the following questions:

• Which of the following statements best describes your right to work in New Zealand?
• What's your expected annual base salary?
• How much notice are you required to give your current employer?
• Do you have a current New Zealand driver's licence?
• Do you have a current Police Check (Criminal Record Check) for employment?
• How many years' experience do you have as a Level 2 Engineer?