Senior Technical Support Representative
About Us
At Fusion, We Get Tech Done! we're passionate about technology, collaboration, and continuous improvement. You'll join a team of talented technologists who genuinely enjoy what they do and are committed to delivering outstanding outcomes for our customers.
About the role
Fusion Networks is looking for an experienced Senior Technical Support Representative to join our Auckland-based Technical Services team.
This is more than a support role. You'll be the senior technical escalation point for the team, taking ownership of complex incidents, leading major issue resolution, mentoring junior engineers, and helping improve the way we deliver services to our customers.
What You'll Do
- Act as the senior escalation point for complex technical issues.
- Lead and coordinate major incidents (P1/P2).
- Provide advanced support across Microsoft 365, Entra ID, Intune, Windows Server, Active Directory, networking, and firewalls.
- Mentor and support junior engineers.
- Drive continuous improvement through process, documentation, and knowledge sharing.
- Deputise for the Technical Services Manager when required.
- Deliver exceptional customer service while ensuring SLAs are met.
What We're Looking For
- Proven Level 2/Level 3 support experience, ideally within an MSP environment.
- Strong experience with Microsoft 365, Entra ID, Intune, Windows Server, and Active Directory.
- Excellent troubleshooting and problem-solving skills.
- Experience managing escalations and major incidents.
- Strong communication skills and a customer-first mindset.
- Ability to remain calm under pressure and take ownership of outcomes.
Apply Now
If you're an experienced technical support professional looking to take the next step in your career, we'd love to hear from you.
Click Apply Now to submit your application and join a team that's passionate about technology, customer success, and continuous improvement.