Support Engineer: 2nd Line - New Zealand

Permanent employee, Full-time · Winning From Anywhere (NZ)

Who we're looking for

The Support Engineer: 2nd Line is responsible for investigating and resolving technical issues, within the timeframes associated within the customer contracts. If there is need to escalate tickets, the Support Engineer will action where appropriate, along with applying the necessary urgency to provide resolution. The Support Engineer: 2nd Line is expected to expand their skillset through ongoing learning, especially in the realms of Microsoft Cloud, resulting in the taking and passing of relevant technical examinations.

What you'll be delivering

Answer calls and emails rapidly ensuring that support tickets are raised and categorised appropriately
Provide a re-assuring, polite and friendly point-of-contact for our customers
Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request
Identify and manage the timely escalation of tickets that have been allocated to you but need additional resource within the support team
Take ownership of tickets assigned or escalated to you throughout the entire ticket life cycle
Proactive and complete time and ticket update entry within the support desk ticketing system
Ensure customer documentation and process guides are regularly updated as required
Capability to follow change control procedures at all times
Provide expert technical assistance to our client base
Ensure constant ongoing understanding of Microsoft Cloud technologies and associated platforms
Provide technical assistance to colleagues within the service desk
Collaborate with Microsoft and other suppliers to resolve issues
Invest time into taking and passing technical examinations as agreed with the support desk team leader
Deliver exemplary customer service
Provide out-of-hours technical support as required via the on-call rotation schedule
Attendance at customer sites to provide on-site technical support may be required
Meet assigned individual key-performance-indicators (KPI’s)
Ensure that personal time management is of the highest priority and that punctuality is a key focus
Identify opportunities for improvement within customer environments
Support the new customer journey

We think you'll be successful in this role if you have some of the following

Strong customer-facing and service skills
Ability to connect with customers and build rapport
Strong written and verbal communication
Self-motivation
Organised and punctual
Creative problem-solving
Capability to work effectively within a team
Attention to detail
Willingness to learn
Experience as a 2nd line IT support/service desk role.
Experience using Microsoft 365 software required
Experience using Autotask desirable
Certified in Microsoft 365 Administrator desirable
Certified in Microsoft Azure Administrator desirable

What we'll offer in return

In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey:

To work at a 3* World Class Best Company
25 days holiday
Winning from Anywhere® allowance to help your set up at home
We’ll support you when you’re not well with our Company sick pay scheme
Enhanced parental pay and leave, supporting you with those precious life moments
Access to the Perkbox platform to help make your money go further
And many more!

Apply for this job

About us

We do Microsoft Cloud and we're dedicated to delivering Transformation, Partnership, and Clarity.

But what truly differentiates us is our firm commitment to our culture. It's the foundation of our success, enabling us to attract and retain outstanding talent.

Our ethos is clear: we're here to be part of the solution, not the problem. Ethics and integrity are the driving forces behind everything we do at Transparity. We recognise our role as a business and have aligned ourselves with the UN Sustainability Goals, striving to create a better and more sustainable future for all. From environmental sustainability to fostering diversity, promoting digital skills, supporting apprenticeships, driving innovation, and giving back to our community, we're dedicated to making a positive impact.

And we're proud to say we're a carbon-neutral organisation.

As the leading Microsoft partner in the UK, we boast an unparalleled understanding of Microsoft's Cloud solutions. With 6 Microsoft Partner Solution Designations, 13 Advanced Specialisations, a team of 200 onshore Microsoft Experts, Azure Expert MSP status, inclusion in the MISA inner circle, and MXDR certification for our 24x7 SOC, we're equipped to drive digital transformation outcomes on the world's most trusted and comprehensive cloud platform.

Do you want to join our journey? Are you our next member of #TeamTransparity?

Apply for this job

We are looking forward to hearing from you!

Thank you for your interest in Transparity. Please fill out the following short form.

Should you have difficulties with the upload of your data, or would like to apply by different means, please send an email to careers@transparity.com or call 01202 800000 and ask for a member of the Transparity Careers Team.