Managed Services Engineer – 24/7 SaaS Support

One New Zealand; Auckland; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work from home

Health insurance

Lifestyle leave

Employee discounts

Job summary

One New Zealand is seeking a Managed Services Engineer to deliver Communications Solutions managed services, ensuring reliable, secure, and optimised customer outcomes. You’ll resolve faults, coordinate releases, work with security operations, and help deploy services.

Join a team that values curiosity, collaboration, and continuous improvement. You’ll develop expertise across the Communications Practice, engage with stakeholders, and participate in after-hours on-call rosters for 24/7 customers.

Qualifications

• Strong complex problem-solving and decision-making skills.
• Ability to manage competing priorities and resolve issues constructively.
• Understanding of customer needs and managed services in a SaaS environment.
• Confidently presenting complex topics to technical and non-technical audiences.

Responsibilities

• Collaborate across the Communications Practice and wider Enterprise Service teams.
• Coordinate vendor service-level activities with Cloud Architects and Consultants.
• Perform Level 2+ incident triage and escalate issues to specialists.
• Coordinate change and release activities to support customer adoption and service optimisation.
• Deliver service assurance through reporting, prevention and remediation of potential impacts.
• Complete minor chargeable moves, adds and changes in line with service agreements.
• Manage customer incidents in line with managed service standards and performance measures.
• Coordinate with Security Operations to protect customer services and data.
• Engage proactively with customer stakeholders to support service performance and improvement.
• Contribute to the ongoing improvement of the Managed Services proposition.
• Participate in an after-hours on-call roster supporting 24/7 customers.

Skills

Problem-solving

Prioritisation

SaaS experience

Customer focus

Cross-functional collaboration

Clear communication

Professional development

Job description

One New Zealand is seeking a Managed Services Engineer to deliver Communications Solutions managed services, ensuring reliable, secure, and optimised customer outcomes. You’ll resolve faults, coordinate releases, work with security operations, and help deploy services.

Join a team that values curiosity, collaboration, and continuous improvement. You’ll develop expertise across the Communications Practice, engage with stakeholders, and participate in after-hours on-call rosters for 24/7 customers.