Technical Support Engineer

Gallagher; Hamilton; Hybrid; Confidential; Full time

Benefits offered by this job

Hybrid work model

Free parking

Subsidised on-site café

KiwiSaver contributions

Annual bonuses

Team lunches

Job summary

Gallagher in Hamilton, NZ, is seeking a curious, customer-focused Technical Support Engineer to troubleshoot queries from customers and channel partners in a contact-centre style environment. You will work across shifts, with on-call allowances where required, to deliver timely, accurate solutions.

The role emphasizes learning, ongoing product knowledge, and collaboration with regional and global teams, building experience toward advanced technical roles.

Qualifications

• Experience in a helpdesk or technical support environment.
• Foundational IT knowledge and interest in networking concepts.
• Strong written and verbal communication skills.
• Comfort with learning new technologies and products.

Responsibilities

• Act as first point of contact for customer and partner queries, diagnosing issues.
• Resolve issues via phone and email and log accurate CRM notes.
• Provide timely, high-quality support and maintain customer confidence.
• Collaborate with regional/global teams to resolve problems.
• Contribute to knowledge base for internal and customer use.
• Apply root-cause analysis and escalate when needed.
• Continuously expand product knowledge and technical skills.

Skills

Helpdesk experience

IT fundamentals

Networking basics

Excellent communication

Problem solving

Tools

CRM software

Job description

Join Gallagher's Global Growth Journey

Our purpose at Gallagher is 'Protect what matters most' and we live it every day, whetherthat'sprotecting the world's highest security environments or agricultural businesses, we care deeply about our people, their families, and our wider communities.

Gallagher Security is on a mission to unlock more value for our customers through the power of our people and solutions - and right now is a pivotal moment in our evolution. We're scaling with intent, driving an incredible growth trajectory with innovation and customer impact at the heart of everything we do. With operations across New Zealand, Australia, Asia, Africa, the USA, Canada, and Europeand exports to over 140 countries,we're offering roles that shape our global mission, while being based right here in New Zealand.

As we expand our Hamilton-based teams, this is your chance to be part of a true Kiwi tech success story making a global impact. Ifyou're driven by passion and purpose to protect what matters most, come help shape the future of what'spossible with us.

The Opportunity

We're looking for curious, customer-focused people to join our Support Services team as Technical Support Engineers. Based in Hamilton, this role is all about helping customers and channel partners get the best from Gallagher Security products, working from our contact centre environment to troubleshoot technical queries and deliver timely, accurate solutions.

The team operates on a shift rotation covering mornings and afternoons between 7:00am and 11:30pm, with one Saturday shift every few months and an additional on-call allowance available where required.

What You’ll Be Doing

• Acting as the first point of contact for technical queries from customers and channel partners, investigating, diagnosing, and troubleshooting technical issues.
• Delivering timely resolutions via phone and email while accurately capturing notes in our CRM
• Providing an exceptional support experience that builds customer and channel partner confidence
• Collaborating with regional and global teams to resolve issues effectively
• Contributing to our knowledge base to support both our team and our customers
• Applying root cause analysis techniques and following escalation pathways when required
• Continuously building your product knowledge and technical skills through ongoing learning

The Fit

You don’t need to have it all figured out yet, what matters most is your ambition, curiosity, and commitment to building a career in technical support. Whether you’re already on the path toward a Technical Advisor role or you’re a junior looking for the right place to grow, we’re looking for people who are eager to learn, enjoy solving problems, are passionate about helping others and are committed to creating positive customer experiences while developing their technical expertise.

What You’ll Bring To The Team

• Experience in a helpdesk, customer support, technical support, or service-focused environment - or a strong interest in starting your career in this space
• A foundation in IT, networking, device troubleshooting, or a willingness to build these skills through training and hands-on learning
• Familiarity with Access Control Systems and electronics (an advantage but not essential).
• A naturally curious mindset with a desire to learn new technologies and continuously develop your technical knowledge
• Excellent written and verbal communication skills
• The ability to explain technical concepts clearly and tailor communication to different audiences
• The ability to stay calm under pressure with strong attention to detail
• A collaborative approach and a commitment to continuous improvement
• A genuine interest in growing toward more advanced technical support or Technical Advisor responsibilities over time

Why Gallagher?

At Gallagher, We Create a Supportive, Family-friendly Environment Where Collaboration, Innovation, And Continuous Improvement Drive Everything We Do. We Value Work-life Balance And Prioritise The Well-being Of Our People, Offering

• We work hybrid with three set team days in the office each week, and the remaining days you can work from home or the office, whichever you prefer
• Free parking, a subsidised on-site café, and great local eateries when you're in the office
• KiwiSaver contributions and annual bonuses
• Fun team-building events, inspiring guest speakers, and regular team lunches