Support Engineer

Cyclone; United States; Remote; USD 40,000 - 53,000; Full time

Job summary

A leading IT service provider is seeking a talented Support Engineer to join their National Service Desk team. You'll provide remote Level 1 and 2 support to a diverse client base, ensuring exceptional service through effective communication and problem-solving skills. The ideal candidate will have a minimum of three years' experience on a service desk and a passion for technology. This role offers opportunities for continuous learning and professional growth.

Benefits

Health insurance

Paid volunteer day

Team events and social activities

Qualifications

• 3 years' experience on a service desk or similar role.
• Ability to work as part of a large team while taking responsibility for your work.
• Curiosity, initiative, and ability to work independently.

Responsibilities

• Provide remote Level 1 and 2 support across multiple channels.
• Resolve issues efficiently while delivering a fantastic support experience.
• Incident and Service Request Management following standard ITIL processes.

Skills

Problem solving skills

Communication skills

Customer service experience

Education

Tertiary ICT/ITIL/computer qualifications

Tools

Windows 10/11

Microsoft 365

Google Workspace

Job description

Competitive salary and great team benefits

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

We currently have the below shift available:

Sunday to Thursday | 8:30 AM – 5:00 PM

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.

The following technologies will be utilized:

• 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:

• 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 180 team members including ICT specialists, Engineers and Consultants. Working at Cyclone includes the opportunity to thrive in:

• Having training 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

To apply

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.

Your application will include the following questions:

• Which of the following statements best describes your right to work in New Zealand?
• How many years' experience do you have as a support engineer?
• Do you have customer service experience?
• What's your expected annual base salary?
• How much notice are you required to give your current employer?
• How would you rate your English language skills?