Level 1/ Level 2 Engineer

HB Technologies offers exciting challenges and opportunities to work on impactful projects with some of the region's leading companies. In addition, we prioritise your development, offering training, mentorship, and opportunities for you to grow your skills and progress in your career.

We are looking for a Level 1/2 Helpdesk Engineer to join our Napier-based team.

We pride ourselves on our company culture, which is a customer-first, innovative workplace, where curiosity, teamwork, and support are at the forefront. It is critical to us that we are the right company for you, as much as you are the right hire for us, we will assess you before making an offer, show you how your results align with our culture profile, and how your personality aligns with all of our current team's profiles.

At HB Technologies we create partnerships with our clients by listening and understanding their business, the Level 1/2 Helpdesk Engineer is a critical role, with a focus on providing Workstation, Server, Networks, and some Solutions-based software support. You will provide the initial point of contact, and first line of support for clients via email or phone to HBT. Responsibilities include installing and maintaining workstations, and network infrastructure, including diagnosing and repairing if required.

Responsibilities include:

• Client queries via telephone or email are logged promptly, accurately, and completed in a timely fashion, within agreed service levels.
• Technician schedules are managed on an ongoing basis, and tickets are prioritised on an ongoing basis dependent on urgency.
• Triage is performed according to agreed procedures and is systematically recorded on the ticket.
• Ensure all time is recorded, hardware ordered if required, and agreed by the client.
• Communicate with clients on ticket status at regular intervals to make sure the client is informed of progress until the ticket is completed.
• Appropriate escalation of queries regarding issues to either the Team Leader or National Services Manager.
• Ongoing work is scheduled and prioritised, and resources are utilised effectively, including consideration of the overall team workload.

This role is a full-time office-based position paying between $36-$43 an hour. The pay rate will be dependent on your level of experience. Developing and maintaining strong professional working relationships with your colleagues, clients, and our IT suppliers will be critical to your success in this role.

What we are looking for:

• A minimum of 5 years' experience in a relevant role with at least one year's experience working in a role with a Managed Service provider.
• Relevant 365 qualifications (eg MS-900) would be an advantage- the hands-on experience, especially working in an MSP environment is more important
• Microsoft 365 administration skills, including Exchange, SharePoint, Teams, Windows Desktop, and Server Administration, and a general understanding of networking
• A logical problem solver, who is organised at keeping documentation and records up to date and complete.
• Ability to demonstrate hands-on technical expertise and in-depth knowledge across various IT domains.
• A confident, clear, and precise communicator, both written and verbal.
• Able to engage with clients clearly, and in a friendly and helpful manner.
• Excellent time management skills, with the ability to multi-task, and adapt during the workday according to the requirements of clients and fellow staff.
• Positive, confident, compassionate, and understanding of both client's and colleague's changing needs.

Our reputation is built on teamwork and mutual respect. We know at the heart of any great workplace is a team of committed and happy staff who care about the people around them and their clients. If you think that HB Technologies sounds like you, and you think you have the skills required then we would like to meet you. Please apply now!