Senior Support Technician
Salary: $75,000 – $100,000 per year
Join a team that makes technology simple, practical, and valuable.
Both Brains is a growing IT services business that helps organisations get more from technology. We're looking for an experienced Senior Support Technician who thrives on solving complex problems, supporting customers, mentoring others, and delivering great outcomes.
This is an excellent opportunity for someone who enjoys a mix of technical support, project work, and customer engagement, and wants to play a key role in a collaborative, customer-focused team.
About the Role
As a Senior Support Technician, you'll act as a senior escalation point for technical issues while supporting project delivery and helping customers improve security, reliability, and productivity.
You will be experienced and confident working across Microsoft 365, cloud services, networking, cybersecurity, end-user devices, and business applications, taking ownership of issues from diagnosis through to resolution. Additionally, you'll also support client onboarding, contribute to projects, mentor junior technicians, and help drive continuous improvement across our service delivery team.
Key Responsibilities
Resolve complex technical issues and act as a senior escalation point.
Support Microsoft 365, cloud, network, security, and endpoint technologies.
Deliver exceptional customer service through clear communication and ownership.
Participate in technical projects, migrations, and customer onboarding.
Identify risks, recurring problems, and improvement opportunities.
Create and maintain quality documentation and knowledge base content.
Mentor and support junior technicians.
Work closely with customers, vendors, and internal stakeholders.
What You'll Bring
Essential:
5+ years' experience in technical support, service desk, MSP, or internal IT environments.
Strong Microsoft 365 administration experience, including Exchange Online, SharePoint, Teams, OneDrive, Entra ID, and Intune.
Excellent troubleshooting skills across users, devices, networks, and cloud services.
Sound understanding of security, identity and endpoint management.
Strong communication and documentation skills.
Full driver's licence and access to a vehicle.
Desirable:
Experience supporting customers in an MSP environment
Azure experience and/or Microsoft certifications.
ConnectWise and/or NinjaOne experience
PowerShell or automation skills.
Project delivery, migration, or client onboarding experience.
Why Both Brains?
At Both Brains, you'll be part of a supportive, no-ego team that values learning, collaboration, and practical problem-solving. We give our people the autonomy to make an impact, opportunities to develop their skills, and the chance to work closely with customers to deliver meaningful results.
If you are down-to-earth and collaborative, enjoy technology, continuous learning, and helping others succeed, you'll fit right in. Please apply now!
Applicants for this position should have NZ residency or a valid NZ work visa.