MSP L2 Support Engineer — Multi-Client IT Specialist

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 70,000 - 80,000; Full time

Benefits offered by this job

Head Office in Auckland

Performance bonus

Job summary

Auckland Head Office-based L2 Support Engineer role within an established IT services team. You will act as escalation point for Tier 1, own incidents, troubleshoot, and work with customers, internal teams and senior engineers to resolve issues.

MSP experience and 2+ years in tech support are ideal, with strong communications and ownership throughout tickets. You'll handle Microsoft desktop/server, networking, virtualization, and MSP tooling such as ConnectWise and Kaseya, with on-site support

Qualifications

• MSP or managed services experience is essential.
• Approximately 2+ years in a technical support or service desk role.
• Experience with Active Directory, M365, Windows Server and networking.
• Strong communication and customer-focused troubleshooting approach.
• NZ driver’s license required.

Responsibilities

• Resolving escalated L2 incidents and service requests.
• Supporting multiple customer environments.
• Troubleshooting Microsoft desktop and server issues.
• Diagnosing networking, hardware and infrastructure problems.
• Investigating root causes and recommending solutions.
• Managing tickets through to resolution within SLAs.
• Providing on-site support when required.
• Collaborating with senior engineers and third-party providers.
• Maintaining accurate technical documentation and ticket notes.
• Assisting with after-hours support and project work as needed.

Skills

MSP experience

Customer support

Troubleshooting

Communication

Incident management

Onsite support

Ticketing

Root cause analysis

Documentation

SLA compliance

Tools

ConnectWise

Kaseya

Hyper-V

VMware

SCCM

Intune

Azure AD

Active Directory

DNS

VPN

Job description

Auckland Head Office-based L2 Support Engineer role within an established IT services team. You will act as escalation point for Tier 1, own incidents, troubleshoot, and work with customers, internal teams and senior engineers to resolve issues.

MSP experience and 2+ years in tech support are ideal, with strong communications and ownership throughout tickets. You'll handle Microsoft desktop/server, networking, virtualization, and MSP tooling such as ConnectWise and Kaseya, with on-site support