What is the role?

This role is based in our Wellington office. We are seeking an experienced Level 2 Support Engineer. You will work closely with clients many of whom are non-technical to resolve issues, offer guidance and ensure their IT systems run smoothly.

Responsibilities

• Provide technical support to our clients

• Troubleshoot technical issues, identify root causes and provide timely resolutions.

• Conduct in-depth investigations of incidents to identify and address underlying issues, preventing recurrence and improving overall system reliability.

• Collaborate with team members to resolve issues efficiently.

• Guide clients on proper use of ICT products and services.

• Document technical issues and resolutions in our ticketing system.

• Escalate unresolved issues to the appropriate teams for follow up until resolved

• Stay up to date with product knowledge and industry trends to provide accurate and timely support.

Please note this is a general description.

Desirable Experience

• A highly developed attention to detail

• 3 years IT support experience

• In depth knowledge of:

  • Windows Desktop Environments

  • Windows Servers including roles such as DHCP / DNS / Active Directory etc

  • Microsoft 365 suite

• Intermediate knowledge of

  • L2 / L3 Networking

  • WiFi troubleshooting

  • Voice over IP Technologies

  • On site device installation and support e.g. VoIP Handsets, Printers, Scanners, mobile phones etc

• Telecommunications experience (no necessary but desirable).

• Strong problem solving, analytical and communication skills

• Ability to work in a faced paced environment and manage multiple priorities

• Willingness to work flexible hours and provide on-call support on a rostered basis.

What we offer

• A friendly team environment

• Opportunity to work with the IT industries latest technologies

• Internal career growth for high performers

• Opportunity to earn while you learn

• Your birthday off

• Company vehicle

• Free home internet

Who we are

Since founding 16 years ago Fastcom has become the engine room behind our client’s success, we focus on the delivering enterprise grade solutions both in IT and Telecommunications to a wide range of NZ businesses and organisations. Based in Rosedale but with branches throughout New Zealand we pride ourselves on our can-do attitude and focus on making the complex simple.