Systems Engineer - Auckland

About the Role

As a Systems Engineer (Level 2) based in Auckland (Newmarket), you will play a crucial role within our Support Services teams. This position suits someone eager to take on challenges beyond first-response IT support and become the trusted technical expert for more complex client issues. You will handle escalated tickets, assist with on-site client support, participate in project activities, and collaborate with engineering colleagues to maintain reliable and secure client environments.

Key Responsibilities

• Provide advanced IT support as the primary escalation point for colleagues and clients.
• Resolve intricate technical issues and deliver clear communication about problem status and next steps to clients.
• Maintain thorough documentation and adhere to strict ticket management and time entry practices.
• Engage proactively to understand client environments and seek opportunities to improve processes to prevent recurring problems.
• Collaborate with remote teams and senior engineers to ensure seamless service delivery and client satisfaction.

Candidate Profile

• Minimum of five years’ experience in IT support or a Managed Service Provider (MSP) role.
• Strong all-around technical abilities in system configuration, monitoring, and troubleshooting.
• Excellent organizational skills with a focus on detail in documentation and communication.
• Client-focused mindset with an aptitude for clear and transparent communication.
• Commitment to continuous professional growth through certifications, internal training, and knowledge sharing.

Working Hours

• Typically a 40-hour work week from Monday to Friday, 8:30am to 5:30pm.
• Regular availability for after-hours and weekend support is expected.