Help Desk Engineer (Level 2)

About the Role

This permanent Help Desk Engineer (Level 2) position is based in Auckland, New Zealand, within a reputable national organisation that provides critical services across the country. The role combines service desk support, infrastructure maintenance, and project tasks to provide a diverse workweek while supporting users across multiple locations using modern Microsoft technologies.

The position involves regular travel throughout the Upper North Island and occasional visits to Christchurch. An on-call allowance, travel opportunities, and ongoing professional development are included.

Key Responsibilities

• Deliver Level 2 technical support by addressing issues escalated from Level 1.
• Troubleshoot hardware, software, Microsoft 365 services, network, and mobile device problems while upholding high service standards.
• Assist with setup and deployment of workstations and devices.
• Perform system maintenance, software updates, and manage user administration within Microsoft environments.
• Document incidents, identify recurring issues, and contribute to sustainable long-term solutions.
• Collaborate on infrastructure improvement projects and provide user training when needed.
• Engage in occasional site visits and participate in a rostered on-call schedule.
• Work closely with broader IT teams to ensure smooth operations.

Required Skills and Experience

• Minimum of 3 years’ experience in IT support, including Level 1 or Level 2 roles.
• Proficient troubleshooting across hardware, software, and networking technologies.
• Hands-on experience with Microsoft 365, Exchange, Azure, Active Directory, Group Policy, and SharePoint.
• Strong understanding and support experience for Android devices.
• Knowledge of network protocols, firewalls, and related IT security technologies.
• Excellent communication and customer service skills.
• Methodical and pragmatic approach to problem-solving.
• Readiness to travel regularly within the Upper North Island and occasionally to Christchurch.
• Willingness to take part in an on-call rotation.
• Must have legal eligibility to work in New Zealand.

Additional Information

The employer values contributions within a supportive technology team environment where technical skills can grow continuously. This is an excellent opportunity to engage with modern Microsoft technology platforms while enjoying diverse travel and development opportunities.