New Zealand Job Openings
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Level 2 Engineer
Napier
FULL TIME
September 6, 2024
We are looking for a Level 2 Helpdesk Engineer to join our Napier-based team.
We pride ourselves on our company culture, which is a customer-first, innovative workplace, where curiosity, teamwork and support are at the forefront. It is critical to us that we are the right company for you, as much as you are the right hire for us, we will assess you before making an offer, will show you how your results align with our culture profile, and how your personality aligns with all of our current team's profiles.
At HB Technologies we create partnerships with our clients by listening and understanding their business, the Level 2 Helpdesk Engineer is a critical role, providing the initial point of contact, and first line of support for clients via email or phone to HBT. Responsibilities include initial screening and assessing their IT issues, resolving or escalating them as appropriate.
Responsibilities include:-
- Client queries via telephone or email are logged promptly, accurately, and completed in a timely fashion, within agreed service levels.
- Technician schedules are managed on an ongoing basis, and tickets are prioritised on an ongoing basis dependent on urgency.
- Triage is performed according to agreed procedures and is systematically recorded on the ticket.
- Ensure all time is recorded, hardware ordered if required and agreed by the client.
- Communicate with clients on ticket status at regular intervals to make sure the client is informed of progress until the ticket is completed.
- Appropriate escalation of queries regarding issues to either the Team Leader or National Services Manager.
- Ongoing work is scheduled and prioritised, and resources are utilised effectively, including consideration of the overall team workload.
What we are looking for:
- A logical problem solver, who is organised at keeping documentation and records up to date and complete.
- A confident, clear, and precise communicator, both written and verbal.
- Able to engage with clients clearly, and in a friendly and helpful manner.
- Excellent time management skills, with the ability to multi-task, and adapt during the workday according to the requirements of clients and fellow staff.
- Positive, confident, compassionate, and understanding of both client's and colleague's changing needs.
- 2+ years' experience working with a Managed Service Provider.
You must be eligible to work in New Zealand to be considered for this position.
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