On-site Support Engineer L1/L2 - Auckland, New Zealand - Cyclone Computer Co Ltd

Description

Help Desk & IT Support (Information & Communication Technology)
Cyclone is a New Zealand privately owned company with branch offices in Auckland, Wellington, Christchurch, and Dunedin. We employ over 170 staff including ICT specialists, engineers, and professional learning advisors.
In the New Zealand market our knowledge and experience in integrated cross platform enterprise solutions is second to none.
At Cyclone, we stay switched-on to the latest trends, to keep your tech and people future ready. We're the human face of technology. Kiwis helping Kiwis with a friendly smile, valuable insights, and the support every customer needs anytime. Our vision and passion make us the technology partners you can trust.
The values that run through our organisation shape our culture and define how we operate every day.
Supportive |

We're inclusive, down-to-earth and genuine.
Trusted |

We've earned trust with our honesty and integrity.
Visionary |

We're innovative with a future focused outlook.
Passionate |

We're highly driven to inspire and deliver successful outcomes.
Agile |

We're customer-led while being proactive, adaptive, and quick-thinking.

We are creating a workplace that's rich in diversity, inclusive of all thinking styles, and actively reflects our core values.

By respecting differences, and encouraging self-expression, we get the best critical and creative thinking. It's an open and welcoming environment that empowers all our people.

What we are looking for:
The Onsite Engineer is the face of Cyclone that undertakes tier 1 and tier 2 onsite support. We pride ourselves on delivering fantastic customer focused support and becoming a customer's trusted partner.

Working primarily with our education customers you'll have the opportunity to showcase your technical know-how and exceptional customer service skills.

Our Onsite Engineers experience a wide range of technologies, from bespoke education software to Enterprise cloud services.

We expect our engineers to have a can-do attitude and go over and above to help our customers achieve the right technology solution for their needs.

Our Onsite Engineers work within the Cyclone support processes to deliver and maintain a consistent, stable, and reliable IT infrastructure to support and enhance the business of teaching and learning.

You will be supported in this by a national service desk team and solution specialists to ensure the right solution every time.

They will be expected to maintain documentation and ensure issues are logged into ticketing systems for monthly customer reporting.

Day to day you will work primarily with Service Desk Engineers, School Leads, and Account Managers to ensure their School has all they need to ensure successful outcomes for Staff and Students.

What you will do:
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 potential service level agreements and expectation with Cyclone and its customers.

Incident and Service Request Management following standard incident progression and processes.
Undertakes tier 1 and tier 2 onsite support for Cyclone customers.

Cyclone expects a team-oriented approach to team behaviour, and participation in the broader elements of the team you are employed in is expected, as is participation in other duties that may be required from time to time.

What you will bring:
Tertiary ICT/computer 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 Microsoft and/or Google productivity environments.
An ability to work as part of a large team while taking responsibility for your work.
A passion for documentation and process improvement
2-3 years previous experience working within a medium to large network.

Research shows that candidates from underrepresented backgrounds hesitate to apply for roles if they feel they don't meet 100% of the criteria.

So, if this opportunity excites you and you think you have the skills and experience to add value (even if not specified), please don't hesitate to apply
Working at Cyclone includes the opportunity to thrive in:
A workplace rich in diversity, inclusive of all thinking styles, and actively reflecting our core values.
The opportunity to work for a New Zealand-owned business that inspires and enables successful outcomes.
Being part of a collaborative team, with tight customer and supplier relationships.

Having training platforms and development pathways with direct access to large multinationals such as Apple, Microsoft, HP, Google, and Dell.

Experience varied and challenging work with the latest leading technologies.
Personal development, innovation, and change are not only inspired but also celebrated here at Cyclone. We value our people and want them to enjoy and take pride in their work.

You will work alongside a diverse and inclusive team of people who will respect, challenge, support, and mentor you to have fun while you do your best work.

What's in it for you....
Continuous Learning and Development
Health Insurance
One paid volunteer day per year to support our commitment to giving back to the community.
A laptop in support of work duties
Matching your donations of up to $1000 per year to the Charity of your choice.
Optional extra 1-week annual leave
Team events and social activities
Discounts on IT hardware from our vendors
Competitive salary package
Please apply with CV and Cover Letter
You must currently live in New Zealand and be eligible to work here to apply for this position.

Your application will include the following questions:
Which of the following statements best describes your right to work in New Zealand?
How many years' experience do you have as a Site Support Engineer?
How many years' experience do you have as a support engineer?
Do you have customer service experience?
How would you rate your English language skills?
What's your expected annual base salary?
How much notice are you required to give your current employer?
How many years' experience do you have in the IT industry?
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