Onsite IT Support Specialist (2nd Level)

Planet Pharma; Wellington; On-site; NZD 60,000 - 80,000; Full time

Job summary

WSP USA in Wellington is seeking an IT Onsite Support Specialist to deliver hands-on desktop, laptop and collaboration tech support from the Wellington office and regional sites. You will own incidents through to resolution, support end-user devices and Microsoft 365 services, and maintain meeting room technology and asset lifecycle management.

The role interacts with local, regional and global IT teams to ensure a secure, consistent end-user experience.

Qualifications

• Qualification in a computing discipline or at least 2 years IT support experience.
• Passionate about IT service delivery and high quality end-user experience.
• Broad knowledge of end-user computing technologies including devices, OS, peripherals, collaboration tools.
• Networking basics incl. TCP/IP, DHCP, DNS, Wi‑Fi, VPN, and basic troubleshooting.
• Strong knowledge of Microsoft 365 apps and services.
• Experience with ServiceNow and ITSM/ITIL methodologies.
• Desirable knowledge: Microsoft Intune, Windows Autopilot, modern endpoint management.

Responsibilities

• Provide 2nd level support for desktops, laptops, mobile devices and collaboration technologies.
• Deliver professional, client-focused support with ownership and timely resolution.
• Deskside support and practical guidance to users of varying technical knowledge.
• Ensure day-to-day onsite IT services are operational and proactive in identifying issues.
• Assist onboarding/offboarding and user lifecycle activities.
• Provide proactive support for Teams Rooms, AV systems and meeting room infra.
• Maintain room health checks and escalate as needed.
• Install, configure, test, deploy and support standard hardware and software.
• Manage device provisioning, deployment, refresh, replacement and decommissioning.
• Maintain CMDB records and audit trails.
• Coordinate hardware warranty repairs and vendor activities.
• Record all incidents, requests, tasks and actions in ServiceNow.
• Meet targets and maintain customer service standards.
• Create and maintain Knowledge Base articles to improve self-service.
• Identify recurring issues and opportunities to improve service quality and efficiency.
• Promote cybersecurity best practices and escalate security incidents.
• Collaborate with resolver teams and participate in deployments.

Skills

IT support

End-user support

Microsoft 365

Networking basics

ServiceNow

ITIL

Education

Computing qualification

Tools

ServiceNow

Intune

Windows Autopilot

MS Intune

Job description

WSP USA in Wellington is seeking an IT Onsite Support Specialist to deliver hands-on desktop, laptop and collaboration tech support from the Wellington office and regional sites. You will own incidents through to resolution, support end-user devices and Microsoft 365 services, and maintain meeting room technology and asset lifecycle management.

The role interacts with local, regional and global IT teams to ensure a secure, consistent end-user experience.