Service Desk Engineer

At Spark Business Hawkes Bay, we are passionate about delivering great outcomes for our customers.  We offer a unique approach to IT and Telecommunications that puts our customers at the heart of everything we do. Our goal is to enable SME’s businesses within our region to grow and become more productive and sustainable through technology. 

This is an exciting new role based out of our Hawkes Bay Business Hub, focused on the SME market, and forming part of our wider IT team across Central North Island.  The role will be a mix of Service Desk and Onsite Support/Implementation with a focus on providing IT support services.  

We are interested in hearing from Level 1 or 2 IT support professionals who ideally have experience working on an IT Service Desk or supporting customers onsite. 

The role will involve the following responsibilities: 

• Taking user phone calls for the initial request /issue  

• Ticket logging and monitoring  

• Initial discovery  

• Resolve or triage tickets.  

• Following up with end-users 

• Working as part of the wider team to manage the ticket queue. 

• On-boarding of new customers to our IT service offerings 

• Set up of new devices / equipment. 

You will need to have the following skills and experience; 

 

• Experience working on an IT Service Desk 

• Strong customer service skills are a must. 

• Problem solving is your passion. 

• Conflict resolution and negotiation  

• Ability to work as a team.  

• Outstanding phone manner 

• A good working knowledge of or certification/training in the following would also be an advantage. 

• Microsoft 365 

• Intune 

• Microsoft Defender 

• Networking & WiFi 

• Back-up and Recovery Solutions 

• Hardware troubleshooting and installation 

• Mobile / Broadband / Cloud PBX 

 If you are interested in working for a company with an awesome culture that aims to deliver outstanding experiences for our customers, then this role is for you!