IT Support Engineer

Overview

We are seeking a proactive, experienced IT Support Engineer with strong customer service skills to join our team on a part-time basis. This role involves providing technical support to end-users by troubleshooting hardware, software, and network problems, with a particular emphasis on managing and supporting VoIP phone systems and internet connectivity.

The position is based in Hamilton, Waikato, New Zealand, and requires working onsite during regular business hours from Monday to Friday. Occasional visits to client sites will also be part of the duties.

Key Responsibilities

• Respond to and resolve IT support tickets related to hardware, software, and network challenges.
• Set up, configure, and troubleshoot VoIP telephone systems effectively.
• Work together with the IT team to address more complicated technical concerns.
• Keep accurate records of support activities and solutions provided.
• Continuously monitor IT systems to detect and mitigate potential issues.
• Provide user training and guidance on IT best practices to end-users.
• Remain informed and up-to-date with the latest IT and VoIP technology advancements.

Qualifications and Requirements

• Proven experience in IT support roles, preferably in a managed services environment.
• Strong ability to troubleshoot hardware, software, and network related problems.
• Knowledge of IT infrastructure including servers, networking, and cloud-based services such as Microsoft 365.
• Hands-on experience with VoIP systems and relevant protocols like SIP, RTP, and PBX.
• Familiarity with Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) software.
• Excellent verbal and written communication skills alongside a customer-focused mindset.
• Capability to work both independently and collaboratively within a team.
• Must possess New Zealand residency or a valid NZ work permit and hold a current New Zealand driving license.

Additional Information

Applications lacking the necessary experience as outlined will not be considered for this role.