Senior Support Services Engineer

North Shore, Auckland based
Onsite (5 days per week in office)

Our client, a well-established tech-driven organisation, is looking for a Senior Support Services Engineer. This is a full-time, onsite role based in their North Shore office five days per week-ideal for someone who thrives in a collaborative, in-person support environment.

You’ll play a pivotal role in overseeing Level 2 IT support operations while mentoring L1 teams and championing digital support solutions. As a key member of the support services team, you’ll ensure timely resolution of incidents, improve service delivery through reporting and analysis, and act as an escalation point for complex issues. You’ll be instrumental in elevating customer satisfaction and fostering continuous improvement.

What You’ll Be Doing:

Managing ticket prioritisation, escalations, and high-priority level 2 incidents incidents
Supporting and mentoring L1 service desk staff
Creating and delivering regular service reports and improvement plans
Participating in on-call rosters and managing early morning support needs
Collaborating with internal teams across IT, applications, and low-level control (LLC) disciplines
Acting as a key escalation contact for customers and L1 staff

What You’ll Bring:

4+ years’ experience in IT support or service desk roles, with practical ITIL-based service management exposure
Solid grasp of Windows Server, VMware, and networking fundamentals at a CCNA-equivalent level (e.g. IP addressing, subnets, LAN/WAN concepts)
Familiarity with ITSM tools such as Zendesk
Exposure to or interest in LLC (Low-Level Control) systems is highly advantageous
Proven troubleshooting skills and ability to translate technical issues for non-technical stakeholders
Strong working knowledge of incident, problem, and change management processes
ITIL V3 Foundation (or equivalent) certification strongly preferred, working knowledge is essential

Working Hours:

This is a full-time, in-office role (Monday to Friday) based in the North Shore
Standard business hours are 8:30am to 5:00pm
From time to time, you may be required to start as early as 6:00am to support operational needs-when this occurs, remote work options are available

Culture & Fit:
Client values:

Customer-first mindset – you’re driven to solve problems no matter where they originate
Engineering curiosity – you bring expertise in one technical area but are open and eager to learn others, including applications and LLC systems
Clear and honest communication – you walk the talk and own what you know
Proximity and commitment – ideally based near Auckland’s North Shore to support long-term office-based collaboration

Perks & Benefits:

50% contribution to Southern Cross insurance for employee and immediate family
Work tools provided
Free onsite parking (first come, first serve)
Well-equipped lunchroom and coffee machines
Regular social events including mid-year and end-of-year celebrations
Strong internal promotion culture with opportunities to grow your career
Supportive, collaborative team that values personal development and knowledge sharing

Interested?
Apply now and take the next step in your IT support career with a global company that values growth, innovation, and teamwork.

Please note, you must be currently based in NZ with valid NZ rights to be considered for this opportunity.