Support Engineer

Cyclone Co; Albert-Eden; On-site; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Paid volunteer day

Discounted technology products

OCP support

Job summary

Cyclone Co is seeking a talented Support Engineer for on-site work in Auckland. You will be the face of Cyclone at client sites, handling L1 and L2 support across software, hardware and networks, while engaging proactively with customers to drive issue resolution and service improvement.

Ideal candidates have 2+ years in networks/hardware/software support, ICT qualifications or equivalent, and familiarity with Microsoft/Google productivity tools.

Qualifications

• 2+ years’ experience supporting networks, hardware and software.
• Tertiary ICT/computer qualifications or equivalent experience.
• Some Apple and/or Windows desktop support experience.
• Knowledge of Microsoft and/or Google productivity environments.
• Ability to work as part of a large team.

Responsibilities

• Be a friendly and positive point of contact for users on site.
• Respond to incidents and requests, and meet SLAs.
• Provide support with escalations.
• Manage problems through to resolution.
• Create and update site documentation.
• Contribute to service reporting and site planning.
• Develop skills and stay across new technologies.

Skills

Customer service

Problem solving

Communication

Network support

Hardware support

Software support

Team work

Education

ICT qualification

Job description

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

Join our dynamic Onsite Support team based in Auckland!

Why You’ll Love Working with Us

• Great Team Benefits: Competitive salary and benefits package including health insurance, a paid volunteer day per year, discounted technology products and OCP support
• Customer-Centric Culture: We’re passionate about delivering exceptional support and building trusted partnerships with our customers.
• Diverse Client Base: You'll work with many different people and solutions, allowing you to showcase your technical expertise and top-tier customer service skills.

About the Role

As an onsite engineer, you’ll represent Cyclone at one of our customers, whilst providing L1 and L2 support for software, hardware and networks. Occasionally, you’ll also provide support to other valued clients, including government departments and local businesses.

We’re looking for someone who will be proactive and engage with customers on their site, to see issues through to resolution, to make suggestions to improve user experiences, and to take a constructive approach to handling any risks or blockers.

What You'll Do:

Tasks will be raised with you directly by users at the site, and others will come from the national service desk or be at the request of senior engineers and account managers. Your primary responsibilities will include but not be limited to:

• Be a friendly and positive point of contact for users
• Respond to incidents and requests, and meet SLAs
• Provide support with escalationsli>
• Manage problems through to resolution
• Create and update site documentation
• Contribute to service reporting and site planning
• Develop your skills and stay across new technologies.

What You'll Bring:

• Strong customer service, problem-solving and communication skills
• 2+ years’ experience supporting networks, hardware and software
• Tertiary ICT/computer qualifications or equivalent experience
• Some Apple and/or Windows desktop support experience
• Knowledge of Microsoft and/or Google productivity environments
• An ability to work as part of a large team while taking responsibility for your work.

You’ll have the backing of your colleagues and close guidance from local seniors, as well as a national team of experts – meaning loads of support and advice available at your fingertips. Our service coordinator makes sure you have all you need to succeed.

About 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 (People, Performance, Protection, Partnership).