Tribe Technologies, a progressive and 100% kiwi-owned IT & Cybersecurity Consultancy firm, is searching for a Systems Engineer for our Auckland (Parnell) office. Our Systems Engineer is an important role within Tribe - it is core to making sure our customers are well supported and looked after. Whether it be working alongside your Tribe colleagues in the Technical Delivery team or helping the wider team to achieve great outcomes, the focus is always on creating that excellent customer experience, no matter what.
Role Overview: There are some pretty important things that you need to do in this role, such as engaging with our customers (both remotely and onsite) to build and foster positive ongoing relationships, to help them achieve their desired outcomes through the effective use of technology, to support them when things go wrong, and to help guide them with expert advice when needed. You will help deliver technical projects and you will work as a key part of your team pitching in where-ever needed - because our customers are the centre of our world!
Along with all this engaging and fulfilling work you will need to make sure that you are delivering positive commercial outcomes for our Tribe, based on key support and project deliverables specific to Technical Delivery Team.
You will bring insights and ideas to the team and engage proactively in your own personal development with the knowledge that Tribe values and is committed to your personal growth and learning opportunities as part of our wider business plan.
Every member of our Tribe is committed to our core values - Teamwork, Respect, Innovate, Bravery and Empower. This is what makes our Tribe!
Core Role Responsibilities:? Central to this role is our customers, in everything you do the customer is the focus, achieving great outcomes that both you and Tribe can be proud of.Have a strong focus on the achievement of your role objectives or KPIs – this will ultimately generate the right outcomes for the team, customers, and Tribe.Act as a contributing member of the Technical Delivery Team - sharing your knowledge, insights and Empower yourself and others to do our best work.Identify opportunities to simplify and improve processes – then help improve them – be Brave and Innovate!Develop a really good understanding of all Tribe's services and how these relate to customer needs. Identify and follow up opportunities where Tribe can continue to make smarter business possible for our customers!Act as a service lead (SL) for designated customers - acting as a 1st point of escalation for service requests and incidents from the Technical Service Team.Act as a technical relationship manager (TRM) for designated customers, honing your relationship skills, building confidence, and learning from other more experienced team members how to be an effective technical advisor and technical relationship manager to customers.Act as a point of call for both remote and on-site customer work for your assigned customers (this includes pre-sales, incidents, service requests, and projects). Ask for timely support and help from others allocated to the customer team and other seniors within Technical Delivery when you get stuck on an issue or project.Work as part of a united dedicated customer team, identifying and highlighting ongoing customer technology problems and opportunities to improve a customer's environment and make life easier for their staff and business. Feed these into the Customer Success Map process or into customer proposals via the CSM.Actively "walk the floor" at assigned customer sites – checking in to make sure everything is working okay, as well as identifying opportunities for training & day-to-day improvements, fostering meaningful relationships with customers.Act as a key part of any assigned customer onboarding, ensuring all required onboarding actions are completed in a timely and accurate manner, making the customers experience an awesome one.Own the site documentation for assigned customers, ensuring (with input from the other members of your team) that it is updated in every instance where there is a change in a customer's environment as per Tribe standards and policy.Undertake After hours work as and when required as part of a Technical Delivery Team (After Hours Roster).Work closely with Support Engineers, other Systems Engineers, Technical Consultants and Customer Success Managers to ensure we are offering that great customer experience every time.Act as an escalation point for queries from Support Engineers mentoring and training them to improve teamwide performance.Be proactive in your own development, participating fully in the quarterly appraisal process by way of meaningful content and timely completion.Be a member of at least two Tribe technical practices. Help drive success in these specialized areas. Skills, Education & Work Experience: Experience in working within a high performing Managed Services, Managed IT Services, or IT Service delivery environment.High level of verbal and written communication skills – documentation skills a must.Experience with PSA and RMM systems including managing support tickets and remote user support.Experience with modern wired and wireless networking technologies – DNS, DHCP, TCP/IP, VPNs, VLANs, Routing, and Switching such as HPE, Aruba and Ubiquiti.Confidence with supporting customers in Microsoft 365 including Licensing, Exchange Online, SharePoint, Teams and OneDrive.Experience with Intune and Intune MDM Deployment / Configuration.Experience with supporting MAC OS.Experience with managing Windows Server and Azure Cloud infrastructure including Active Directory, Azure AD, Azure AD Connect and Hybrid Exchange.Experience with virtualisation technologies including VMware and Hyper-V.Experience with modern backup and DR solutions such as Datto and Veeam.Basic PowerShell and scripting knowledge.Provide lawful eligibility to live and work in New Zealand. About Tribe: Tribe is a progressive IT consultancy firm who understand business and put people first. We don't just fix problems we go all-in to identify opportunities and value for our customers. We specialise in technology by design and done in partnership with our customers, not done to them. Our Tribe of experts make smarter business possible! With offices based across NZ Tribe is proud to help a diverse range of customers both locally and offshore.
To find out more about Tribe please visit our website at https://www.tribe.co.nz/ or follow us on LinkedIn.