Support Engineer - L2

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

We’re recruiting for an experienced L2 Support Engineer to join an established IT services team based at its Auckland Head Office.

This role is specifically suited to someone who has worked within an MSP or managed services environment and is comfortable supporting multiple customers, managing competing priorities and working within SLA-driven service delivery.

You’ll act as an escalation point for Tier 1 engineers, taking ownership of incidents and service requests, troubleshooting technical issues and working with customers, internal teams and senior engineers to get problems resolved properly. The role includes root-cause investigation, ticket ownership, customer communication and occasional onsite support. Support Engineer - Auckland - S… Support Engineer - Auckland - S…

What you’ll be doing

• 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 agreed SLAs
• Supporting customers by phone, email and onsite when required
• Working with senior engineers and third-party providers
• Identifying recurring issues and service improvements
• Maintaining accurate technical documentation and ticket notes
• Assisting occasionally with after-hours support and project work

What we’re looking for

MSP or managed services experience is essential.

You’ll ideally have around two or more years’ experience in a technical support or service desk environment, with genuine second-line troubleshooting capability rather than purely first-line support.

Experience across several of the following would be valuable:

• Active Directory
• Microsoft 365
• Windows desktop and Windows Server
• Networking, including DNS, DHCP, VPN and TCP/IP
• Microsoft Entra ID / Azure AD
• Intune or SCCM
• VMware or Hyper-V
• Remote Desktop Services
• ConnectWise and/or Kaseya
• Backup, imaging and endpoint technologies

The formal role covers Microsoft desktop and server technologies, networking, hardware, virtualisation, remote desktop, backup and MSP tooling such as ConnectWise and Kaseya. Support Engineer - Auckland - S…

You’ll also need strong communication skills, good customer instincts, a logical approach to troubleshooting and the ability to take ownership of technical issues through to resolution.

A current New Zealand driver’s licence is required.

What’s on offer

• $70,000 to $80,000 depending on experience
• $5,000 performance bonus based on achievable targets
• Auckland Head Office location
• Broad exposure across customer environments and technologies
• Opportunity to continue developing your infrastructure skills

If you’ve already cut your teeth in an MSP environment and are ready for a stronger L2 role with broader technical exposure, we’d like to hear from you.

IT Infrastructure and Security Specialist