Support Engineer - L2
Posted 4
views
We're recruiting for an L2 Support Engineer to join an established IT services team based at its Auckland CBD Head Office.
This opportunity is particularly suited to someone who has spent the last few years working within a New Zealand managed service provider (MSP) environment and is ready to take the next step in their technical career.
You may already be working at L2, or you could be an experienced L1 engineer who regularly handles more complex technical issues and is ready for greater responsibility.
What matters most is your ability to troubleshoot, think logically, take ownership and resolve problems rather than simply escalating them.
You'll be working across multiple customer environments, supporting a broad range of Microsoft technologies, networking and infrastructure. The environment is busy, varied and customer-focused, with plenty of opportunity to further develop your technical skills.
What you'll be doing
Previous experience working for a New Zealand-based MSP, supporting external customers, is essential.
Ideally, you'll have approximately 2–4 years of experience in an MSP technical support environment, with a solid Microsoft foundation and the ability to troubleshoot beyond everyday desktop issues.
You don't need to be a senior infrastructure engineer, but you must have demonstrated technical ability and be comfortable investigating issues across different systems and technologies.
We're particularly interested in experience across:
You'll also bring:
We're particularly keen to hear from engineers who are already resolving more complex issues than their current job title might suggest.
Important information for previous applicants
If you've previously applied for this Support Engineer - L2 opportunity through Rockit Recruitment, there is no need to reapply. Your application is already on file.
We are particularly interested in receiving applications from candidates with demonstrated New Zealand MSP experience and hands-on technical troubleshooting capability.
This opportunity is particularly suited to someone who has spent the last few years working within a New Zealand managed service provider (MSP) environment and is ready to take the next step in their technical career.
You may already be working at L2, or you could be an experienced L1 engineer who regularly handles more complex technical issues and is ready for greater responsibility.
What matters most is your ability to troubleshoot, think logically, take ownership and resolve problems rather than simply escalating them.
You'll be working across multiple customer environments, supporting a broad range of Microsoft technologies, networking and infrastructure. The environment is busy, varied and customer-focused, with plenty of opportunity to further develop your technical skills.
What you'll be doing
- Taking ownership of escalated technical issues and service requests
- Troubleshooting Microsoft 365, Active Directory, Entra ID and Intune environments
- Diagnosing Windows desktop, Windows Server and application issues
- Investigating networking problems involving DNS, DHCP, TCP/IP, VPNs and connectivity
- Supporting virtualisation, backup and broader infrastructure environments
- Identifying root causes and implementing effective, lasting solutions
- Managing multiple customer environments and competing priorities
- Resolving incidents independently where appropriate, involving senior engineers when genuinely required
- Managing tickets through to resolution within agreed SLAs
- Providing remote and onsite customer support
- Maintaining accurate documentation, technical notes and customer communication
- Assisting with occasional after-hours support and infrastructure projects
Previous experience working for a New Zealand-based MSP, supporting external customers, is essential.
Ideally, you'll have approximately 2–4 years of experience in an MSP technical support environment, with a solid Microsoft foundation and the ability to troubleshoot beyond everyday desktop issues.
You don't need to be a senior infrastructure engineer, but you must have demonstrated technical ability and be comfortable investigating issues across different systems and technologies.
We're particularly interested in experience across:
- Microsoft 365, Exchange Online, Teams and SharePoint
- Active Directory, Entra ID / Azure AD and Group Policy
- Microsoft Intune and endpoint management
- Windows Server administration and troubleshooting
- Networking fundamentals, including DNS, DHCP, TCP/IP and VPNs
- Virtualisation technologies such as VMware or Hyper-V
- Backup, recovery and imaging technologies
- MSP ticketing and monitoring tools such as ConnectWise or Kaseya
You'll also bring:
- A logical, methodical approach to troubleshooting and problem-solving
- Strong customer communication and service delivery skills
- Experience working across multiple clients and managing SLAs
- The ability to take ownership rather than simply passing issues along
- A willingness to learn and develop broader infrastructure capability
- A current full New Zealand driver's licence
- The ability to work full-time from the Auckland CBD office and attend customer sites as required
- $70,000–$80,000 salary, depending on experience
- Additional achievable $5,000 performance bonus
- Established MSP environment with varied customers and technologies
- Greater responsibility and opportunities to develop your L2 capabilities
- Exposure to Microsoft infrastructure, networking, servers and virtualisation
- Supportive technical team with access to experienced senior engineers
- Auckland CBD-based position
We're particularly keen to hear from engineers who are already resolving more complex issues than their current job title might suggest.
Important information for previous applicants
If you've previously applied for this Support Engineer - L2 opportunity through Rockit Recruitment, there is no need to reapply. Your application is already on file.
We are particularly interested in receiving applications from candidates with demonstrated New Zealand MSP experience and hands-on technical troubleshooting capability.