Service Desk Engineer

Cyclone Co; Spreydon-Cashmere Community; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Volunteer day

Team events

Job summary

Cyclone Co in Christchurch, NZ is seeking a talented Support Engineer to join the National Service Desk. This full-time role provides remote Level 1 and 2 support across phone, chat, email and remote assistance, with a 10:30 am–7:00 pm Monday–Friday shift.

You will work with Windows 10/11, macOS, Microsoft 365, Google Workspace and server technologies, developing knowledge across products, building strong customer relationships and delivering high-quality outcomes while following ITIL incident

Qualifications

• 3 years' experience on a service desk or similar role.
• Tertiary ICT/ITIL/computer qualifications.
• Strong customer service and communication skills.
• Able to work in a large team and take ownership of your work.
• Curiosity, initiative and ability to work independently.

Responsibilities

• Shadow Engineers across disciplines to learn tools and processes.
• Develop foundational knowledge across our products and services.
• Foster positive relationships with all customers and deliver quality outcomes.
• Handle incidents and service requests following ITIL processes.

Skills

Customer service

Team player

Problem solving

Active listening

Self-starter

Education

ICT degree or ITIL qualification

Tools

Microsoft 365

Google Workspace

Windows Server

Veeam

ESET security

Intune

Jamf

HPE/Lenovo servers

Ruckus/Aruba

RMM tools

Job description

Are you a talented Support Engineer ready for your next exciting opportunity?

Join our dynamic National Service Desk team based in Christchurch!

Why You'll Love Working With Us

• Great Team Benefits: Competitive salary and benefits package including health insurance, a paid volunteer day per year, fun team events and social activities.
• Customer-Centric Culture: We're passionate about delivering exceptional support and building trusted partnerships with our customers.
• Diverse Client Base: You'll work with both education and commercial clients, allowing you to showcase your technical expertise and top-tier customer service skills.

About the Role

The shift for this role is 10:30am - 7:00pm Monday - Friday

In this role, you'll provide remote Level 1 and 2 support across multiple channels, phone, chat, email, and remote assistance. You'll be the first point of contact for our valued customers, helping resolve issues efficiently while delivering a fantastic support experience.

You'll have the opportunity to work with a broad range of technologies over a large client base, creating an environment that supports continuous learning and professional growth.

• Windows 10/11 macOS
• Microsoft 365
• Google Workspace
• Windows Servers
• Veeam Backup & Replication
• ESET security solutions
• Intune and Jamf MDM solutions
• HPE and Lenovo Server & Storage Solutions
• Ruckus & Aruba Networks
• Remote monitoring and Management

What you will do:

• Learn our industry standard tools and processes while shadowing our Engineers across multiple disciplines.
• Develop a foundational knowledge across our primary products and services.
• Develop and foster positive relationships with all customers.
• Commitment to deliver quality outcomes for clients.
• Support our customers with the resolution of incidents covering software, hardware and infrastructure as defined by potential service level agreements.
• Incident and Service Request Management following standard ITIL processes.

What you will bring:

• Customer service skills.
• Tertiary ICT/ITIL/computer qualifications.
• 3 years' experience on a service desk or similar role.
• An ability to work as part of a large team while taking responsibility for your work.
• Problem solving skills and instinct to take ownership when dealing with issues.
• Curiosity loads of initiative and ability to work independently, a "self-starter".
• Exceptional communication and relationship building skills.

Why Join Us Here at Cyclone?

Cyclone is a New Zealand privately owned company with branch offices in Auckland, Wellington, Christchurch, Dunedin and Invercargill. We employ over 200 team members including ICT specialists, Engineers and Consultants. Working at Cyclone includes the opportunity to thrive in:

• Having training platforms and development pathways with direct access to large multinationals such as Microsoft, HPE, Aruba, Fortinet, Apple, Google, and Dell.
• Being part of a collaborative team, with tight customer and supplier relationships.
• A workplace rich in diversity, inclusive of all thinking styles, and actively reflecting our core values.

You must currently live in New Zealand and be eligible to work here to apply for this position. Our customers require us to complete security and reference checks.