Service Desk Engineer - L2

OverviewJoin our internal Technology Services team and step into a Senior Level 2 role, delivering expert technical support to over 7,700 team members across our villages & offices.Join to apply for the Service Desk Engineer - L2 role at Ryman Healthcare.What will you do?

We're looking for a personable and proactive Level 2 Service Desk Engineer to join our Technology Services team in Christchurch.

This role supports a wide range of systems and hardware, including corporate platforms, clinical applications, and SaaS products, used across our 49 villages and 3 offices in New Zealand and Australia.You'll be more than just a technical expert; you'll be the go-to person our teams rely on.

With a strong customer-first mindset, you'll build trust through clear communication, empathy, and consistent follow-through.You'll resolve complex issues escalated from Level 1, but also take ownership of problem management, identifying patterns, conducting root cause analysis, and helping prevent repeat incidents.We're looking for someone who thrives in a high-volume environment, sees beyond the ticket queue, and contributes to long-term service improvements.

You'll collaborate with internal teams and vendors, maintain SLAs, write and maintain knowledge articles, and help shape a support experience that's reliable, responsive, and genuinely helpful.Other key responsibilities include : Become a trusted subject matter expert by developing a deep understanding of how our internal systems and processes support daily operations and enhance the resident experience across our villages and offices.

Use this insight to deliver context-aware, empathetic support that goes beyond technical fixes to truly meet the needs of our people.Engage in problem management by identifying recurring issues, conducting root cause analysis, and working with technical teams to implement long-term fixes that reduce disruption and improve service reliability.Support system audits and compliance checks, ensuring software licensing, mobile connections, and other resources are optimised and aligned with organisational standards.This role is Office based at 92 Russley Road, Christchurch working Monday to Friday business hours.Who are you?

You're a natural communicator who builds trust and rapport easily.

Someone people turn to for help because you listen, explain clearly, and genuinely care.You bring proven experience in Level 2 IT support within a large enterprise environment supporting multiple locations.5+ Years experience working with : Windows 11 and Microsoft 365 environments.Active Directory, Exchange, and Entra ID.Network fundamentals (DNS, DHCP, VPN, firewalls).

Device management (e.g. Intune, AutoPilot, ABM, KNOX).

SaaS platforms and clinical or business applications.Experience working with enterprise applications (e.g. ERP, CRM, HRIS, clinical systems, or finance platforms).

You have a strong understanding of ITIL 4 practices and hold an ITIL certification (or are working towards one).

You have a strong track record of identifying patterns, contributing to problem management, and helping prevent repeat issues.You take pride in delivering reliable, empathetic, and solution-focused support that makes a real difference to the people you serve.Experience in Healthcare or Aged Care environments (preferred).

Technical RequirementsWe're looking for someone who brings strong technical capability and a proactive mindset to support a complex and evolving IT environment.

You\'ll ideally have : ITIL 4 Foundation certification (strongly preferred).

A tertiary qualification in Computer Science, Information Technology, or a related field.Industry certifications such as : Microsoft : 365 FundamentalsAzure Fundamentals,Modern Desktop Administrator Associate,Power Platform Fundamentals or similarCompTIA A+ or Network+Cisco Certified Network Associate (CCNA)If you are interested in joining an organisation with a clear purpose and a commitment to innovation, kindness and excellence, we would love to hear from you!

Applications will be reviewed as they are received, and interviews may occur before the official close date.

This means a job ad may close earlier than advertised.About Ryman HealthcareAt Ryman, we believe the measure of a full life is one that gets richer with age.

Ryman Healthcare is a leader in retirement living and aged care.

Our driving purpose is to enhance freedom, connection and well-being for people as we grow older.

We own and operate 49 villages in New Zealand and Australia, and we employ approximately 7,700 team members across a range of different sectors.

Additionally, we are proud to be the first healthcare company to receive the Wellbeing Tick.At the heart of our business, everything we do must be \'Good enough for mum and dad.

\'What\'s in it for you?

Monday to Friday role, with free onsite parking.Ongoing support for professional development.Additional wellbeing leave and flexible working arrangements.Access to over 60 discounts with well-known brands across a variety of sectors including health and wellbeing, banking, insurance, and retail.Social club events, furry Friday\'s (bring your dog to work), free yoga and fitness classes and a free onsite gym membershipConvenient Ryman owned onsite café (Pioneers Café) with affordable coffee and delicious food optionsEmployment detailsSeniority level : Mid-Senior levelEmployment type : Full-timeJob function : Information TechnologyIndustries : Hospitals and Health CareNote : This reformatted description retains the core information and removes earlier boilerplate.

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