Onsite Service Desk Tier 1

Salary: $50,000 – $60,000 per year

THE COMPANY

Mobile Mentor, a Modern Managed Services Provider, built from the ground up for the modern workplace and remote worker. to deliver world-class IT services and support to the modern workplace - a disruptor to the managed service provider market. Our success and experience have earned us the distinguished 2021 Microsoft Partner of the Year – Security and Modern Endpoint Management award. Each year since, we have been a finalist. As a Modern Managed Service Provider, we’ve embraced the modern toolsets Microsoft has to offer and built an engine on top of the Modern Microsoft tools that deliver a more secure, more productive, and overall better experience to both our SMB and large enterprise customers. Our customer base spans the globe, with offices in the US, New Zealand, and Australia and a team of highly skilled technical professionals spread across all three countries.

THE ROLE

The Service Desk Level 1 will be based at a customer site as an onsite technical resource in their Auckland office to provide walk-up concierge services to staff needing assistance.

Become part of the Walk-up Smart Bar team with the client and provide additional support when permitting.

You will be supported by the wider Mobile Mentor team.

KEY DELIVERABLES

• Achieve or exceed customer satisfaction targets

• Ensure all issues are handled in a timely and professional manner

• Document processes and provide internal feedback around process improvements

CORE RESPONSIBILITIES

• Support to VIPs as required either via phone call or in person

• Support to staff that walk up looking for assistance

• Back up the Service desk with ticket remediation or queue overflow in the form of phone calls and ServiceNow Agent Chat

• New handsets and/or laptops and SIM cards for new users

• Support for moves, adds, and changes for end-user devices which could include laptops, smartphones, and AV equipment

• Support with software updates and patching

• Support of end user devices, i.e. laptops, iPhones and iPads, Android, Smart Watches, etc. including troubleshooting of Apple ID issues, backup, and restore

• Ordering new hardware and SIMs from the providers

• Decommissioning old hardware and preparing for recycling and/or destruction

• Exceptional friendly and professional service

• Meeting room first-level support i.e. Microsoft Teams meeting rooms, Cisco equipment, audio/visual, etc

• Microsoft Teams administration and troubleshooting

WE NEED SOMEONE WITH

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (advantageous)

• Good understanding of MDM, Digital Identity & cloud security solutions

• Customer support experience

• Microsoft Intune

• Existing service desk experience a must

Interpersonal Skills

• You have a passion for technology and want to help clients modernise tech

• You are a team player, comfortable working with internal staff and clients

• You are self-driven and can work autonomously when required

• You are self-learning and proactive in up-skilling yourself

• You can explain technology effectively to people who are not tech-savvy

• You have excellent time management and time recording skills

Personal Attributes We’re Looking For

At our company, we value soft skills and growth potential just as much as technical expertise. We prioritize cultural fit over experience. In line with our culture-oriented focus, we seek candidates who demonstrate the following personal attributes:

• People Oriented: You possess a friendly, patient, and encouraging demeanor when interacting with customers, suppliers, and colleagues. People come first, and you prioritize building strong relationships.

• Structured Thinker: You have a natural ability to comprehend technical issues and simplify complexities for customers. Your continuous learning mindset drives your ability to stay up-to-date with industry trends.

• Team Player: You actively contribute to the success of the team and readily adapt to meet its evolving needs. Collaboration and flexibility are core strengths.

• Emotionally Mature: You can handle feedback constructively, maintaining honesty and a good sense of humor. You foster a positive and resilient work environment.

• Organised: You excel in managing multiple demands simultaneously, remaining composed under pressure.

• Flexible: You are adaptable to the dynamic nature of our business and can adjust quickly to changing circumstances.

• Assertive: You are proactive and confident in expressing your ideas and opinions while maintaining professionalism and openness to constructive dialogue.

• Passionate: Your passion and drive are evident to others, particularly in your commitment to people, and Microsoft technologies, delivering outstanding results, and providing exceptional customer service.

• Responsible: You thrive without constant micromanagement, readily taking on responsibilities and consistently delivering high-quality results.

• Adaptable: You actively listen to new ideas, embrace different perspectives, and adapt to various situations and challenges.

• Accountable: You take personal pride in your work and hold yourself accountable for delivering excellent results.

• Entrepreneurial Spirit: You enjoy the dynamic environment of a small company and are resilient in handling the highs and lows associated with it.

• Personal Learning: You have a strong desire for ongoing self-development, actively setting an example by sharing knowledge and fostering a culture of learning.

• Energy: You are intrinsically motivated and bring a personal drive to your work, creating momentum and positive energy around your objectives.