Help Desk & IT Support – Frontline

Salary: $60,000 – $75,000 per year

Are you looking to work for a busy and growing ICT company where flexibility, teamwork, and customer service matter?

Acronym Ltd is looking to add a Frontline Help Desk & IT Support Engineer to our Auckland-based team. This role is primarily focused on end‑user support, desktop work, and day‑to‑day service delivery. The role will involve 20+ hours per week at client sites as the sole company representative with our team providing support in the background. There will be the opportunity to support project work as required.

This is a hands‑on front-line role suited to someone who enjoys working with people, solving technical problems, and being part of a supportive MSP environment.

The Role

The core focus of this position is helpdesk and desktop support, ensuring customers receive timely, professional, and effective assistance across their IT environments.

You will also provide support to the projects team when required, assisting with project tasks and changes, but projects will not be your primary responsibility.

In addition, you will be involved in standard operational and sales support activities that are part of working in an ICT services business.

Key Responsibilities

Help Desk & Desktop Support (Primary Focus)

• Provide Tier 1 / Tier 2 helpdesk support to a range of customers

• Troubleshoot hardware, software, and user issues on Windows and macOS

• Build, deploy, and support end‑user devices

• Respond to tickets, document work clearly, and meet service expectations

• Provide on‑site support for one client about 20 hrs per week and others when required

Operational Support

• Maintain accurate ticket notes, time entries, and documentation

• Follow internal processes and contribute to consistent service delivery

• Support backup monitoring, alert handling, and general system checks

• Work collaboratively with the wider technical and service team

Sales & Service Support

• Assist with hardware and licensing quotes as required

• Liaise with suppliers and internal team members on orders and pricing

• Support general customer enquiries related to IT services and equipment

Project Support (Occasional)

• Assist with project tasks such as:

  • Modern Desktop Security

  • Microsoft 365 migrations

  • Phone and Wi‑Fi changes

  • Infrastructure upgrades

• Support senior engineers and the projects team when needed

About You

You will have at least 2 years’ relevant IT experience, ideally within a managed services or customer‑focused IT environment.

You will be:

• Sociable, customer‑focused with strong communication skills

• Comfortable working independently while being part of a team

• Well organised with good time management and documentation habits

• Practical, reliable, and happy working across a variety of support tasks

A current New Zealand driver’s licence and access to a vehicle are required.

Ideal Experience & Skills

• Microsoft 365 administration:

  • Teams

  • Exchange

  • Azure AD / Entra ID

  • SharePoint & OneDrive

• Windows Server (foundational support level)

• Helpdesk support across Windows and Mac environments

• Workstation builds and end‑user deployments

• RMM tools (e.g. Ninja)

• Backup and alert monitoring

• Basic IT hardware quoting and licences

Remuneration

Remuneration will be commensurate with experience and skills.