Customer Support Analyst

About the role

Tait Communications is hiring a Customer Support Analyst to join its Service Management Centre (SMC) in Christchurch. This role sits in a 24x7 operations environment and supports customers who depend on Tait’s services to help keep communities safe. The position is part of a rotating roster with 12-hour day and night shifts.

In this role, you will work across proactive monitoring, incident handling, problem investigation, service request fulfilment, change coordination, configuration management, and system performance reporting. You will rely on ITSM platforms and ITIL-aligned practices to handle planned and unplanned network events, keep stakeholders informed, and deliver outcomes that meet service level commitments.

Key duties

• Continuously monitor critical client communication systems managed by Tait.
• Use the Tait MS toolset to detect, assess, and respond to system events.
• Log incident tickets for issues that affect client operations.
• Troubleshoot incidents and drive them through to closure.
• Coordinate internal teams and external escalation partners to stay within SLA targets.
• Keep clients updated with clear information about incident status and business impact.
• Assist with major incident reviews and contribute ideas for improvement.
• Analyse information from multiple sources to identify likely root causes.
• Record problem details in problem tickets and support timely resolution.
• Maintain effective communication with clients and vendors during problem resolution.
• Support service request fulfilment within the SMC or route requests to the right support teams.
• Raise and manage change tickets on behalf of clients.
• Take part in change activities and prepare post-implementation reporting.
• Carry out scheduled client tasks according to the SMC calendar.
• Draft, follow, and peer-review knowledge base articles for the SMC.
• Maintain accurate records for client access and configuration in line with ISO27001 requirements.
• Ensure backups are completed and repositories are kept up to date.
• Collect KPI and SLA data, then prepare draft reports and recommendations for internal review.

About you

You should be a technically capable professional who performs well in a fast-moving, mission-critical environment and can communicate confidently while showing leadership when needed.

Required experience and qualifications

• NZQA Level 6 Diploma or a higher qualification in Electronics, Computing, Software, Technical Support, or Networking Technologies.
• Current ITIL Foundation Certification.
• At least 2 years of technical experience in a network operations centre environment at NOC L1/L2 level.
• Hands-on experience resolving technical incidents using ITIL practices.
• Experience in network and service management within RF environments, including coverage, multicoupling, antennas, and interference.
• Ability to read and interpret monitoring tools, event logs, and other system data from different sources.
• Strong capability in IP networking, Unix/Linux, and advanced PC use.
• Experience working on Service Transition projects and collaborating across functions.
• Exposure to field trials, field support, or technical working groups.
• Experience gathering and recording client insights.

Preferred experience

• CCNA or another networking certification.
• Experience working in a critical communications environment.

Benefits

• Health insurance for you and your family after 12 months, plus annual flu vaccinations and additional sick leave in your first year.
• Modern office facilities with on-site parking, a gym, and a café.
• Recognition for long service.
• A lively social club and regular events.

About the company

Tait Communications has spent more than 50 years designing, delivering, and supporting critical communications networks for public safety, transport, and utilities worldwide. Built from its Christchurch base, the company supports customers who need stable, secure, and resilient communications to help keep people safe and connected.

Application details

Applications are reviewed as they come in. Candidates are asked to submit a CV and cover letter. CVs will be retained unless removal is requested.