PB Tech is New Zealand's largest specialist computing and IT retailer/supplier with stores throughout New Zealand as well as dedicated business, education, wholesale and retail divisions.
What we're looking for
The newly-established Managed Service Team is looking for a skilled IT Support Engineer to join our centralized helpdesk team, providing remote technical support to external customers. You will be responsible for troubleshooting and resolving a wide range of IT issues, offering timely solutions, and ensuring high levels of customer satisfaction. This role requires excellent communication skills, technical expertise, and the ability to work efficiently in a fast-paced environment.
Main Responsibilities:
Customer Support: Provide first-line support to external customers via phone, email, or chat to resolve IT-related issues, including software, hardware, and network problems.
Incident Management: Log, prioritize, and manage support tickets through the helpdesk system, ensuring timely resolution and proper escalation when necessary.
Troubleshooting: Diagnose and resolve technical issues remotely, using various tools to investigate and fix problems related to operating systems, applications, networks, and hardware.
System Monitoring: Assist in monitoring customer systems, identifying potential issues, and taking proactive steps to prevent downtime or service disruptions.
Documentation: Maintain accurate records of all interactions and technical issues in the helpdesk system, ensuring that all resolutions are documented and updated for future reference.
Escalation: Work closely with higher-level technical teams or third-party vendors when necessary to escalate complex issues.
SLA Adherence: Ensure that all issues are addressed within the agreed Service Level Agreements (SLAs), providing clear communication and regular updates to customers.
Customer Training: Occasionally assist customers by providing guidance on software usage, system maintenance, or other technical queries.
Continuous Improvement: Participate in internal reviews to improve processes, tools, and customer service.
The following attributes are essential:
Level 6 and above qualification in Information Technology, Computer Science, or a related field (or equivalent work experience).
1-3 years of experience in IT support, helpdesk, or technical troubleshooting roles.
Strong knowledge of Windows/Mac OS, Office 365, and common IT infrastructure (networking, VPN, etc.).
Experience using remote desktop tools and ticketing systems (e.g., Zendesk, ServiceNow, or similar).
Strong problem-solving skills and the ability to work under pressure.
Excellent communication skills, both verbal and written.
Familiarity with ITIL processes is a plus.
Customer-focused mindset and a positive attitude.
What you'll get:
An excellent opportunity to join the Managed Service division of one of NZ's largest and most successful IT companies with a fantastic culture.
Competitive pay.
Awesome staff discount program.
Staff Medical Issuance & Life Insurance.
On-site car park, and more.
We thank all applicants. Please note only shortlisted candidates with a valid work visa will be contacted.
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