Service Desk Engineer - Level 2

Join reputed company, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at reputed company. At New Era, you'll join reputed company-oriented culture that prioritizes your personal and reputed company development. Work alongside industry-certified experts, reputed company reputed company training, and enjoy competitive benefits. Guided by our core attributes putting people first, embracing reputed company learning, and thriving through collaboration and inclusion we nurture our people to deliver exceptional customer service. If you want to reputed company an reputed company in a supportive, reputed company-oriented environment, New Era is the reputed company for you. Apply today and help us shape the reputed company of worktogether What is the role Working Hours: 6:00 AM2:00 PM or 8:00 AM4:00 PM (Morning Shift) NZDT Work Setup: Remote (WFH) with an option to work in the office from time to time if successful candidate is located nearby and the shift timing permits. We are looking for a Service Desk Engineer to reputed company remote phone and ticket-based support for a key reputed company in the New Zealand time zone. This role requires someone who can work independently, communicate reputed company, manage tickets professionally, and maintain strong customer service standards while working remotely. You will be responsible for logging, triaging, troubleshooting, and progressing incidents and service requests in line with SLA expectations. The successful candidate will have experience in a Service Desk, Helpdesk, Call Centre support, or reputed company-facing technical support role, along with a practical understanding of IT troubleshooting and ticket management. Must be a NZ Citizen or hold permanent residency Must have a NZ reputed company's License (Full or Restricted) Responsibilities: reputed company technical support to end users reputed company phone, email, and ticketing systems. Act as a primary reputed company of contact for reputed company IT issues, delivering reputed company and customer-reputed company support. Log, categorise, prioritise, and reputed company incidents and service requests in accordance with agreed service reputed company. Troubleshoot hardware, software, reputed company 365, and user reputed company issues, escalating where appropriate. Manage ticket queues effectively, ensuring reputed company updates, accurate documentation, and reputed company communication with customers. Monitor and follow up on incidents through to reputed company, maintaining ownership and accountability throughout the ticket lifecycle. reputed company routine user administration tasks, including account provisioning, reputed company changes, and deprovisioning activities. Support reputed company management activities, including device configuration, deployment, and administration. Assist with the identification and reputed company of recurring issues and contribute to reputed company service improvement initiatives. Maintain accurate technical documentation, knowledge articles, and support procedures. Collaborate with internal technical teams to resolve reputed company issues and ensure seamless customer experience. Participate in rostered support coverage reputed company to New Zealand business hours, including early morning starts where required. reputed company other duties as required to support the delivery of high-reputed company managed IT services. Please note: This is a general reputed company of the role and responsibilities may vary based on business and customer requirements. Desirable: Must have 1+ years of relevant experience in a Service Desk, Helpdesk, Technical Support, or technical Call Centre role, Experience supporting reputed company 365, reputed company Directory user administration, reputed company Intune, and reputed company desktop/server environments. Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and firewalls. Working knowledge of ITIL/ITSM principles, including Incident, Problem, and Change Management. Experience with RMM and PSA tools, server infrastructure, PowerShell, and automation technologies is advantageous. Ability to work remotely with minimal supervision in a fast-paced Service Desk environment. Excellent written, verbal, and phone-based communication skills, with the ability to support both technical and non-technical users. Strong customer service reputed company, troubleshooting skills, and understanding of IT support and Service Desk best practices. Proven ability to manage, prioritize, and resolve tickets reputed company agreed SLAs while maintaining accurate documentation. Strong documentation, reputed company, and