Support Engineer

Cyclone Co; Wellington; On-site; NZD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary package

Health insurance

4 weeks’ annual leave

Ongoing professional development

Team events and social activities

Job summary

Cyclone Co is seeking an onsite engineer based in Wellington, New Zealand, to provide Level 1 and Level 2 support for software, hardware, and network issues. In this role, you will represent Cyclone on customer sites, engaging with users to resolve issues and improve their experience.

The ideal candidate will have at least 3 years of experience in technical support and strong problem-solving skills. The company offers a competitive salary, health insurance, and ongoing professional development opportunities.

Qualifications

• 3+ years’ experience supporting networks, hardware and software.
• Strong customer service, problem-solving, and communication skills.
• Ability to work as part of a large team while taking responsibility for your work.

Responsibilities

• Respond to incidents and requests and manage SLAs.
• Provide support with escalations.
• Manage problems through to resolution.
• Create and update site documentation.
• Contribute to service reporting.
• Develop your skills and stay across new technologies.

Skills

Customer service

Problem-solving

Communication

Network support

Hardware and software support

Education

Tertiary ICT/computer qualifications or equivalent experience

Tools

Apple support

Windows support

Microsoft Office

Google Productivity tools

Job description

As an onsite engineer, you’ll represent Cyclone at our customer sites whilst providing Level 1 and Level 2 support for software, hardware and network issues. Tasks will be raised with you directly by end users at the site, and others will come from the national service desk or be at the request of senior engineers and account or project managers.

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.

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.

What you’ll do:

You’ll be assigned to one of our sites in the Wellington region, and will be the main representative of Cyclone when at the site, able to help users as well as connect them with Cyclone’s other experts, products and services when needed.

When engaging with our customers, you’ll have the opportunity to demonstrate your technical expertise and deliver top-notch customer service, whilst working with a diverse range of technologies - from tailored education software to Enterprise cloud services.

Your primary responsibilities will include:

• Respond to incidents and requests and managing SLAs
• Provide support with escalations
• Manage problems through to resolution
• Create and update site documentation
• Contribute to service reporting
• Develop your skills and stay across new technologies.

What you’ll bring:

• 3+ years’ experience supporting networks, hardware and software (or can be less if working in Cyclone's specialisations)
• Tertiary ICT/computer qualifications or equivalent experience
• Some Apple and/or Windows desktop support experience
• Some knowledge of Microsoft and/or Google productivity environments
• Strong customer service, problem-solving and communication skills
• An ability to work as part of a large team while taking responsibility for your work.

What’s in it for you…:

• Competitive salary package
• A full set of the necessary equipment
• Work on the latest and leading technologies
• Ongoing professional development and certifications
• Discounts on IT hardware from our vendors
• 4 weeks’ annual leave and the option to purchase an additional 5 days
• Health insurance
• One paid volunteer day per year and charity matching of your salary
• Team events and social activities.

Notes:

All applicants must be a New Zealand Citizen or Resident and be willing to undergo police vetting or any other checks relevant to the role.

If shortlisted, our next step is a phone call to hear more about your background and answer any questions about the role. From there, our recruitment process includes a written test of your technical knowledge, then a panel interview with senior engineers and our commercial managers. This can be done in Wellington or on Teams.

By submitting your application, you consent to our collection, use, and retention of your personal information for recruitment purposes. This information will be stored securely and used solely to evaluate your suitability for current and future employment opportunities within Cyclone.