Senior Engineer/Support Engineer

4 weeks ago

Canterbury Kent, United Kingdom Cyclone Computer Co Ltd Full time

We employ over 170 staff including ICT specialists, engineers and professional learning advisors.
We are on the lookout for a talented Senior IT support engineer to join our Service Desk team.
We are creating new senior positions within our Service Desk to strengthen our technical capability and promote internal growth and development.
This position will primarily be focused on providing technical mentorship and growing the technical capability within the team and providing end-to-end Level 2 support to our valued customers.
We pride ourselves on delivering fantastic customer focused support and becoming a customer’s trusted partner. Working both with our education and commercial customers you’ll have the opportunity to showcase your technical know-how and exceptional customer service skills.
You would have the opportunity to work with the following technologies across 140+ customers providing a great hub for learning and development and challenging enough for experienced Service Desk Engineers.
Windows 10/11 macOS
Microsoft 365
Windows Servers
Intune and Jamf MDM solutions
HPE and Lenovo Server & Storage Solutions
Ruckus & Aruba Networks
Remote monitoring and Management
Act as the gatekeeper and reviewer of all internal Service Desk escalated tickets within the Service Desk function before, they are formally escalated to senior teams.
Provide technical ownership and support to those reviewing new customer onboarding documentation.
Support the successful transitions of new services going live into operations that the Service Desk will support. This includes reviewing new support documentation and working with relevant transition/project leads.
Maintain existing documentation within our knowledge management tools and collaborate with Senior Teams and customers as required.
Be the technical link between the Service Desk and Senior Teams for more complex issues / escalated tickets.
Ownership and management of user impacting Major Incidents that are managed within the Service Desk.
Contribute to our customer Project Delivery either as part of a project team, or independently.
Commitment to deliver quality outcomes for clients.
Support our engineers with the resolution of incidents covering software, hardware and infrastructure as defined by potential service level agreements.
Tertiary ICT/computer qualifications and hold current industry (non-fundamental) certifications, such as AZ-104, MD-102, JAMF 200, CCNA, etc.
~5 years' experience on a service desk or similar End User Support role, or senior engineering background.
~ Exceptional communication and relationship building skills.

A workplace rich in diversity, inclusive of all thinking styles, and actively reflecting our core values.
Having training platforms and development pathways with direct access to large multinationals such as Apple, Microsoft, HP, Google, and Dell.
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. 
Continuous Learning and Development on our internal training platform.
Health Insurance with Southern Cross.
A laptop in support of work duties.
Optional extra 1-week annual leave.
Discounts on IT hardware from our vendors.
One paid volunteer day per year to support our commitment to giving back to the community.
Working in our supportive Christchurch Office.
Competitive salary and benefits package.
You must currently live in New Zealand and be eligible to work here to apply for this position.
How would you rate your English language skills?
How many years' experience do you have in the IT industry?
Have you completed a qualification in ICT?

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