Client Response Engineer / Coordinator

Job Description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey. At Computer Culture, we believe technology should make business simpler, more reliable, and easier to understand. Based in Christchurch, we provide IT services and support to organisations throughout New Zealand and internationally. Our solutions range from on-premise environments through to cloud and hybrid platforms, tailored to the unique needs of each client. We are known for our honesty, integrity, technical expertise, and commitment to delivering exceptional service. As we continue to grow, we're looking for a Client Response Engineer / Coordinator to join our Client Response Team. This is an excellent opportunity for an experienced service desk or technical support professional who enjoys solving problems, helping people, and playing a key role in ensuring services are delivered efficiently and effectively. About the Role This position is primarily a hands-on Client Response Engineer role focused on providing high-quality technical support and issue resolution for business clients. The remainder of your time is supporting the Client Response Manager with service coordination, assisting maintain workflow visibility, prioritisation, scheduling, queue health, and communicating within the team. You will work closely with clients, engineers, technical specialists, and operational leaders to ensure support requests are managed efficiently, and service levels are maintained. This role is ideal for someone who enjoys balancing technical troubleshooting with coordination responsibilities and is looking to further develop both skill sets. What You'll Be Doing As a key member of our technical support team, you'll: Provide responsive technical support and troubleshoot hardware, software, Microsoft 365, device, and basic networking issues. Install, configure, maintain, and upgrade client technology and business systems. Take ownership of support requests through to resolution, collaborating with specialists when required. Communicate technical information clearly and deliver excellent customer service. Maintain accurate tickets, documentation, and time records while identifying opportunities to improve client outcomes. Service Coordination (25%) Supporting the day-to-day operation of the Client Response Team, you’ll: Monitor service queues, workload distribution, and ticket priorities. Coordinate scheduling, dispatch, escalations, and urgent client requests. Maintain visibility of team workload, ticket progress, and service commitments. Facilitate communication between clients, engineers, and internal teams. Assist with reporting, workflow improvements, and service continuity when required. About You You may be working in a service desk, MSP, helpdesk, client support, or technical support environment and are looking for an opportunity to broaden your responsibilities while continuing to grow your technical skills. You will enjoy solving technical issues and take pride in delivering outstanding service to clients. To be successful in this role will be organised, proactive, and able to balance multiple priorities while maintaining attention to detail. Additionally, you will have a natural ability to build strong relationships and communicate effectively with both technical and non-technical stakeholders. Skills and Experience To be successful in this role, you’ll have: Strong customer service, communication, and relationship-building skills. Experience troubleshooting end-user hardware, software, Microsoft 365, and basic networking issues. Experience deploying, configuring, and supporting business technology solutions. Strong organisational skills with the ability to manage competing priorities. Excellent documentation habits, attention to detail, and sound judgement. Experience in the following areas will be beneficial: Managed Services (MSP), Service Desk, or IT support environments. Service coordination, dispatch, scheduling, or ticket management. PSA/service management platforms and workflow processes. Microsoft 365 administration or related ICT certifications. Personal Attributes We’re looking for someone who is: Client-focused, professional, and approachable. Organised, dependable, and proactive. Calm under pressure with strong problem-solving skills. Eager to learn and committed to delivering excellent service. Why You'll Succeed Here At Computer Culture, our people are at the heart of our success. We foster a culture of integrity, collaboration, accountability, and continuous improvement. You’ll be supported by an experienced team, exposed to a wide range of technologies and client environments, and given opportunities to expand both your technical and operational capabilities. We value individuals who genuinely care about delivering great outcomes for clients and who enjoy being part of a team that works together to solve problems and build trusted long-term relationships. If you’re looking for a role where you can further develop your technical expertise while contributing to the smooth operation of a high-performing support team, we’d love to hear from you. #J-18808-Ljbffr