Level 1 / Level 2 Service Desk Technician

Service Desk Technician | Auckland, New Zealand

Tech Success | Full-time | Work from home with occasional onsite client visits

About Tech Success and the Role

Tech Success is an Australian-owned IT Managed Services Provider (MSP) that has been delivering technology solutions and support to businesses for over 25 years. We are continuing to expand our operations across New Zealand and are looking for a motivated, customer-focused Service Desk Technician based in Auckland to join our growing team.

This is a predominantly work-from-home role, with occasional travel to client sites in Auckland and, from time to time, other locations across New Zealand. You will support a diverse range of business clients across Australia and New Zealand, working alongside an experienced team of engineers and technology specialists.

The role is ideally suited to someone with a minimum of two years' Level 1 service desk experience who is confident troubleshooting Microsoft 365 environments and keen to develop their technical capabilities into Level 2 support.

You will provide remote and onsite technical support, resolve incidents and service requests, and help maintain the high standards of customer service our clients expect. Working across a modern Microsoft cloud environment, you will gain exposure to a broad range of technologies, security solutions and business systems.

If you enjoy solving problems, helping people and expanding your technical knowledge, this is an opportunity to build your career within a supportive, forward-thinking MSP.

Key Responsibilities

• Provide Level 1 and Level 2 technical support to end users across Australia and New Zealand.

• Troubleshoot hardware, software, Microsoft 365 and general IT issues.

• Manage incidents and service requests, ensuring timely resolution within agreed service level targets.

• Administer Microsoft 365, Microsoft Entra ID, Active Directory and Exchange Online, including user accounts, permissions and shared mailboxes.

• Support Microsoft Intune and endpoint management, including device configuration and troubleshooting.

• Assist with SharePoint Online administration, access permissions and user support.

• Troubleshoot Windows 10 and Windows 11 devices, printers, connectivity, VPNs and basic networking issues.

• Assist with user onboarding and offboarding, including account provisioning and access management.

• Document resolutions, update knowledge base articles and contribute to internal technical procedures.

• Identify recurring issues and opportunities to improve service delivery and operational efficiency.

• Escalate complex technical issues to senior engineers with clear documentation and troubleshooting notes.

• Participate in an on-call roster approximately one weekend every two months.

• Travel to client sites when required to provide onsite support and assist with technical projects.

Skills and Experience

We are looking for someone with a solid technical foundation, a strong customer service mindset and a genuine interest in developing their career.

Essential requirements

• At least two years' experience in an IT Service Desk or Helpdesk role.

• Experience supporting Microsoft 365 environments.

• Working knowledge of Microsoft Entra ID and Active Directory.

• Experience with Exchange Online, including shared mailbox access, permissions and delegation.

• Familiarity with SharePoint Online and user access management.

• Understanding of networking fundamentals, including DNS, DHCP, TCP/IP and VPNs.

• Experience troubleshooting Windows 10 and Windows 11 endpoints.

• Familiarity with IT ticketing systems and remote support tools.

• Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users.

• Good organisational skills and the ability to prioritise competing requests.

• A current driver's licence and the ability to travel to client sites when required.

• Based in Auckland, New Zealand, with the right to work in New Zealand.

Desirable Experience

The following experience and qualifications would be advantageous, but are not essential:

• Previous experience working for a Managed Services Provider (MSP).

• Microsoft certifications such as MS-900 or AZ-900.

• ITIL knowledge or ITIL Foundation certification.

• Experience with ConnectWise or similar professional IT service management platforms.

• Experience with Microsoft Intune and endpoint management.

• Familiarity with modern workplace technologies and Microsoft cloud administration.

• Experience with LastPass or other password management platforms.

• Basic PowerShell scripting and troubleshooting.

• Exposure to IT automation, AI-enabled workplace tools or Microsoft Copilot.

Personal Attributes

Technical skills are important, but the right attitude and approach to customer service are just as valuable.

You will ideally be someone who:

• Enjoys troubleshooting and finding practical solutions to technical problems.

• Takes ownership of issues and follows them through to resolution.

• Communicates professionally and builds positive relationships with customers.

• Is organised, detail-oriented and committed to good documentation.

• Remains calm and methodical when working under pressure.

• Works collaboratively and knows when to seek assistance or escalate an issue.

• Is curious about technology and actively looks for opportunities to learn and improve.

Why Join Tech Success?

At Tech Success, we believe a great team culture is just as important as technical expertise. We are a close-knit, collaborative team that works hard, supports one another and genuinely enjoys working together.

As we expand our presence in New Zealand, you'll have the opportunity to play a meaningful role in our growth while working with an established Australian business and an experienced team of technology professionals.

What you can look forward to:

• Career development: Build on your Level 1 experience and develop into Level 2 support and beyond, with guidance from experienced engineers.

• Variety and exposure: Work with a diverse range of clients, industries and technology environments. No two days are the same.

• Modern technology: Gain hands-on experience with Microsoft 365, cloud services, endpoint management, cybersecurity, automation and AI-enabled workplace solutions.

• A supportive team: Work alongside approachable, knowledgeable colleagues who are happy to share their experience and help you grow.

• Flexibility: Work primarily from home, with opportunities to visit clients and gain practical onsite experience.

• A voice in the business: Contribute ideas, improve processes and help shape how we deliver services as our New Zealand operations grow.

• Long-term opportunity: Join an established business with more than 25 years of experience and the ambition to continue growing across the region.

Ready to Take the Next Step?

We're looking for someone who enjoys technology, takes pride in helping customers and wants to build a long-term career in IT.

If you're ready to take the next step in your service desk career and be part of a growing, supportive team, we'd love to hear from you.

Apply now and tell us a little about your experience, what you enjoy about IT support, and where you'd like to take your career.