Level 3 Support Engineer
About us
PB Technologies Limited is one of New Zealand's leading technology solutions providers, dedicated to delivering innovative IT solutions and exceptional customer support. With a strong commitment to excellence and customer satisfaction, we empower businesses through cutting-edge technology, expert guidance, and reliable service. Our team is passionate about solving complex technical challenges and building lasting relationships with our clients.
We need people who have done the work, not watched it.
This is a hands-on engineering role. We are looking for people who have personally built, configured, migrated and fixed systems in live production environments, with their own hands on the keyboard and their name on the change. If most of your experience has come from working alongside senior engineers, shadowing projects, or escalating to someone else to make the fix, this role is not the right fit yet. That is not a knock on anyone. It is simply what this role needs.
We also need a people person. You will be in front of customers every week, on site and on the phone and they need to trust you and enjoy dealing with you. We want someone with a great personality who can relate to customers, explain things and build real relationships. We are not looking for a back-end boffin who would rather not talk to anyone.
Key responsibilities
Act as the final technical escalation point for incidents and problems across Microsoft 365, Azure, on-premises infrastructure, networking and security.
Lead the technical response to major incidents and P1 outages, including client communication alongside the service delivery team.
Carry out root cause analysis and implement permanent fixes, not workarounds.
Resolve tickets within SLA and keep HaloPSA records accurate, complete and useful to the next engineer.
Plan, test and execute changes in live client environments, including change documentation, rollback plans and post-change validation.
Deliver small to medium technical projects such as tenant migrations, Intune and Autopilot rollouts, server upgrades, firewall replacements, Azure workloads and security hardening.
Build and configure new client environments to PB Tech standards during onboarding.
Respond to security alerts and incidents raised through Huntress and Microsoft Defender, including containment, investigation and remediation.
Implement and maintain security baselines: Conditional Access, MFA, Intune compliance, patching, backup and least-privilege access under GDAP.
Identify repeat issues and automate them away using PowerShell, CIPP, NinjaRMM scripting and HaloPSA workflows.
Write and maintain technical documentation, runbooks and standard builds.
Contribute technical input to proposals, scoping and pre-sales conversations when required.
What we're looking for
Experience: A minimum of 5 years in IT support or infrastructure engineering, including meaningful time at L3 or senior engineer level, ideally in an MSP or multi-client environment.
Microsoft 365 and Entra ID: tenant administration, Exchange Online, SharePoint and Teams, Conditional Access, MFA, identity sync and hybrid identity.
Intune and endpoint management: device enrolment, Autopilot, compliance and configuration policies, application deployment.
Windows Server and infrastructure: Active Directory, Group Policy, DNS, DHCP, file services, and virtualisation (Hyper-V and/or VMware).
Azure: deployment and support of IaaS workloads, virtual networking, VPN gateways and Azure-hosted services.
Networking: hands-on configuration of firewalls, switching, VLANs, routing, site-to-site and remote access VPN. Fortinet FortiGate experience strongly preferred.
Security operations: responding to and remediating real security incidents using EDR/MDR tooling.
Backup and recovery: you have performed real restores, not just checked that the backup job went green.
Scripting: working PowerShell you have written and used to solve problems in production.
Change discipline: you plan, document and communicate changes, and you know when not to make one on a Friday afternoon.
Customer skills and personality: a great personality and a genuine ability to relate to customers. You are comfortable on site, in front of business owners and end users, and people are glad to see you walk in.
Communication: you can explain a technical problem clearly to a client's CFO and to a junior engineer, and write documentation other people can actually follow.
What we offer
At PB Technologies Limited, we recognise that our people are our greatest asset. We offer a competitive compensation package and a range of benefits designed to support your wellbeing and career development. Our supportive team environment, employees enjoy staff purchasing discounts on PB Tech products and, after completing one year of continuous full-time employment, may be eligible for Southern Cross Health Insurance, providing additional support for their health and wellbeing
Apply now
If you are a skilled and dedicated IT professional ready to take your career to the next level, we would love to hear from you. Please submit your CV and a cover letter outlining your relevant experience and why you are interested in joining the PB Technologies Limited team. Apply now to be considered for this exciting opportunity.