Level 2 Support Engineer - Service Desk Analyst

PB Technologies Limited; Ōtara-Papatoetoe; On-site; NZD 90,000 - 120,000; Full time

Job summary

PB Technologies Limited is seeking a hands-on engineer to join our Auckland team. You will personally build, configure, migrate and fix systems in live production environments, meeting clients on-site and by phone to establish trust and strong relationships.

You will act as the final technical escalation point for incidents in Microsoft 365, Azure, and on-premises infrastructure, coordinating with service delivery and security teams to deliver timely resolutions.

Qualifications

• This is a hands-on engineering role with responsibility for building, configuring, migrating and fixing systems in live production environments.
• You will work directly with customers on-site and over the phone, requiring strong communication and relationship skills.
• You will act as the final technical escalation point for incidents and problems across Microsoft 365, Azure, on-premises infrastructure, networking and security.

Responsibilities

• Act as the final technical escalation point for incidents and problems across Microsoft 365, Azure, on-premises infrastructure, networking and security.
• Lead the technical response to major incidents and P1 outages, including client communication alongside the service delivery team.
• Carry out root cause analysis and implement permanent fixes, not workarounds.
• Resolve tickets within SLA and keep HaloPSA records accurate, complete and useful to the next engineer.
• Plan, test and execute changes in live client environments, including change documentation, rollback plans and post-change validation.
• Deliver small to medium technical projects such as tenant migrations, Intune and Autopilot rollouts, server upgrades, firewall replacements, Azure workloads and security hardening.
• Build and configure new client environments to PB Tech standards during onboarding.
• Respond to security alerts and incidents raised through Huntress and Microsoft Defender, including containment, investigation and remediation.
• Implement and maintain security baselines: Conditional Access, MFA, Intune compliance, patching, backup and least-privilege access under GDAP.
• Identify repeat issues and automate them away using PowerShell, CIPP, NinjaRMM scripting and HaloPSA workflows.
• Write and maintain technical documentation, runbooks and standard builds.
• Contribute technical input to proposals, scoping and

Skills

Hands-on engineering

Customer-facing

Incident response

PowerShell

Automation scripting

Tools

Microsoft 365

Azure

HaloPSA

Intune

Autopilot

NinjaRMM

Job description

About us
PB Technologies Limited is one of New Zealand's leading technology solutions providers, dedicated to delivering innovative IT solutions and exceptional customer support. With a strong commitment to excellence and customer satisfaction, we empower businesses through cutting-edge technology, expert guidance, and reliable service. Our team is passionate about solving complex technical challenges and building lasting relationships with our clients.
We need people who have done the work, not watched it.

This is a hands-on engineering role. We are looking for people who have personally built, configured, migrated and fixed systems in live production environments, with their own hands on the keyboard and their name on the change. If most of your experience has come from working alongside senior engineers, shadowing projects, or escalating to someone else to make the fix, this role is not the right fit yet. That is not a knock on anyone. It is simply what this role needs.

We also need a people person. You will be in front of customers every week, on site and on the phone and they need to trust you and enjoy dealing with you. We want someone with a great personality who can relate to customers, explain things and build real relationships. We are not looking for a back-end boffin who would rather not talk to anyone.

Key responsibilities

Act as the final technical escalation point for incidents and problems across Microsoft 365, Azure, on-premises infrastructure, networking and security.

Lead the technical response to major incidents and P1 outages, including client communication alongside the service delivery team.

Carry out root cause analysis and implement permanent fixes, not workarounds.

Resolve tickets within SLA and keep HaloPSA records accurate, complete and useful to the next engineer.

Plan, test and execute changes in live client environments, including change documentation, rollback plans and post-change validation.

Deliver small to medium technical projects such as tenant migrations, Intune and Autopilot rollouts, server upgrades, firewall replacements, Azure workloads and security hardening.

Build and configure new client environments to PB Tech standards during onboarding.

Respond to security alerts and incidents raised through Huntress and Microsoft Defender, including containment, investigation and remediation.

Implement and maintain security baselines: Conditional Access, MFA, Intune compliance, patching, backup and least-privilege access under GDAP.

Identify repeat issues and automate them away using PowerShell, CIPP, NinjaRMM scripting and HaloPSA workflows.

Write and maintain technical documentation, runbooks and standard builds.

Contribute technical input to proposals, scoping and