It Support Specialist

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Introduction:
Ready to Deliver Exceptional IT Support? Join Our Team in Hamilton!

DDS IT is looking for a proactive IT Support Specialist to provide on-site and remote support to our clients' employees. Be a key player in ensuring efficient incident resolution and service request fulfilment.

Join a high-performing team focused on excellent customer experiences
Be part of a people-centric culture that values and empowers its employees
Full time, Permanent Opportunity based in Hamilton.

About DDS IT

Our culture starts and ends with our people.

We are a successful IT Services business with an eye on the future, having grown to 70+ staff across New Zealand. Our culture starts and ends with our people. We are a growing people-centric team who work with Passion, Energy and Heart to deliver incredible customer experiences. We operate with flexibility and have created a friendly, caring and family feel workplace. You bring your best self to work to fulfil your potential and enable our Vision of connecting people and technology to improve the everyday life of New Zealanders.

At DDS IT we are big enough to partner with some of New Zealand’s leading Enterprise companies. But we’re small enough that any one of our clients can pick up the phone and talk to any one of our leadership team. Our size allows easy access to key stakeholders and resources helping remove barriers to create a collaborative environment for share valuable knowledge.

We're growing and truly walk the talk of our values aiming to positively impact individuals both professionally and personally. Our drive for excellence and willingness to go to the ends of the earth for clients has created rapid growth and a loyal customer base.

Our Mission is to become our customers trusted service provider. We believe we will achieve this through increasing the productivity of organisations, through the intelligent use of our products, services, and insights day in and day out.

Description:
A little bit about the role:
As the IT Support Specialist, you will be on the front lines, responsible for providing technical support, troubleshooting issues, and ensuring seamless end-user experiences for our clients. You will be a key player in ensuring efficient incident resolution and service request fulfilment, bridging the gap between Level 1 and Level 2 support.

Your core responsibilities include:
Resolving incidents and service requests up to Level 2 within SLAs.
Troubleshooting complex technical issues and escalate to Level 3 or other teams as needed.
Providing on-site and remote end-user support including walk-up desk assistance, hardware troubleshooting, and device setup.
Assist with office moves, including IT asset relocation and setup.
Support end-user devices such as desktops, laptops, printers, and mobile devices.
Contribute to and maintain knowledge base articles.
Provide exceptional customer-centric support, maintaining professionalism, and communicating effectively.
Dealing and collaborating with other IT teams.

Skills and Experiences:
A bit about you:
You are a proactive and customer-centric IT professional with at least 2-3 years’ experience in an IT Service Desk, Desktop Support, or Level 1.5 support role. You have experience handling more advanced tickets, including hardware/software troubleshooting, basic Active Directory & M365 admin, application installs, & providing first-line technical advice to end-users. You take pride in your ability to provide excellent customer service and resolve technical issues efficiently.

You will also have experience and/or proficiency in:
ITSM tools (e.g., HALO, ServiceNow)
Active Directory (user creation, group membership, basic GPO understanding)
Microsoft 365 admin (shared mailboxes, Teams/SharePoint permissions, basic troubleshooting)
Windows troubleshooting (OS updates, profile issues, file permissions)
Application installation and configuration (standard business apps, VPN clients, security tools)
Basic device imaging and deployment
Printer/networked device setup and troubleshooting
Understanding of networking fundamentals and endpoint security.
Remote support tools and techniques.

Talk to us NOW:
If you are ready to contribute to a thriving IT managed services company and deliver excellent end-user support, apply now by following the links and sending in your resume. We are inspired to connect with talented IT professionals and will be holding interviews concurrently with our advertising efforts.

People are at the heart of DDS IT. Excellent culture with a caring and family feel. Now is a once in a lifetime opportunity to join the DDS IT Professional Services family.

At DDS IT, we strive for excellent HR and Recruitment and Selection standards. We are proud to be an Equal Opportunities Employer (EOE) and believe that diversity within the workplace is an essential element to our success.

To know more about us and our open roles, feel free to browse in our DDS IT Careers Page (https://www.ddsit.co.nz/about#careers).