As a Support Engineer at Cyclone, you represent our organisation and provide Tier 1 and Tier 2 support. This role will be a hybrid role consisting of remote Service Desk and Field Engineering around Mid and South Canterbury. To support Cyclone's ongoing growth in Mid/South Canterbury, we see this role transitioning over time to a full-time Field Engineering role to provide our customers with local onsite support. Our unwavering commitment lies in delivering exceptional customer-centric support and establishing a trusted partnership with our clients.
You'll have the backing of a collaborative and rapidly growing South Island Engineering team including Support Engineers, Senior Engineers, Consultants and Architects, ensuring that you are supported in your career development every step of the way.
When engaging with our customers, you'll have the opportunity to demonstrate your technical expertise and deliver top-notch customer service. Working with a diverse range of technologies, you will also be responsible for maintaining customers' infrastructure, both cloud and on-premise. Our Support Engineers play a pivotal role in providing second to none support to our customers.
What you will do:
We highly value a proactive approach from our engineers, expecting them to surpass expectations in assisting customers to find the right technology solutions for their unique requirements. Your primary responsibilities will also include:
Respond to incidents and requests logged by customers and provide support with escalations to a successful outcome.
Management of problems to resolution covering software, hardware and infrastructure as defined by service level agreements and expectations with Cyclone and its customers.
Incident and Service Request Management following standard incident management and processes.
Maintaining documentation and logging issues and time in ticketing systems.
What's in it for you?
Ongoing professional development and certifications.
Competitive salary and benefits package including health insurance.
Four weeks' annual leave and the option to purchase an additional five days.
Matching donations to charity up to $1,000 per year.
Discounts on IT hardware from our vendors.
A full set of the necessary equipment.
Team events and social activities.
What you will bring:
You'll be hungry to learn, have excellent planning and organisation skills, be detail-oriented and take satisfaction from completing assigned work to a high standard. We expect our Engineers to have a can-do attitude, while going over and above to help our customers use the right technology solution for their needs as well as:
Excellent communication skills, both verbal and written.
Vendor Qualifications or equivalent experience.
Good problem-solving abilities with an ability to communicate in clear, easy to understand terms.
Basic hardware, network and software support.
Good knowledge of productivity environments.
A passion for documentation and process improvement.
About us:
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 platforms 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.
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