Support Services Engineer Client Success and Delivery • New Zealand •

About Us

About Us : We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Position Overview

This is a role for someone that likes to be out and about with a variety of client sites to support.

The main purpose of this role is to provide standard technical support required of a 2nd line Support Services Engineer including guidance to end users and support services.

You will be residing in New Zealand and will have been in this type of role previously. This is a hybrid role i.e. a mixture of remote working along with travel to our client offices across New Zealand, including but not limited to the following sites where required by the client : Greymouth, Christchurch, Auckland, Rotorua, Whakatane, Dunedin, Masterton, New Plymouth, Alexandra and Queenstown (Central Otago).

Duties and Responsibilities

• Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual, polite and with empathy)
• Take ownership of incidents or requests allocated to the relevant virtual team ticket queue and professionally manage them through to resolution or escalation
• Ask targeted questions to diagnose problems
• Contribute fully as an active team member and ensure personal and team objectives are achieved
• Collaborate with other teams to maintain standards and functionality
• Maintain a professional relationship with clients
• Utilize excellent customer service skills and exceed customers’ expectations; report potential client facing risks
• Report customer feedback and potential product requests
• Maintain your own personal development plan with support from your team leader
• Collaborate with other teams to maintain standards and functionality; undertake any other tasks as assigned by management
• Identify incidents, troubleshoot, maintain and support a wide range of systems; ensure SLAs are met

Qualification and Experience

Hybrid Working

Hybrid working : This role necessitates visiting client sites wherever and whenever required as detailed in the position overview. If you have any questions after applying, please reach out to our recruitment team; we are happy to elaborate on any aspect of this role.

The budgeted salary for this role is 85,000 NZD – 100,000 NZD.

Our Selection Process

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

Background Checks

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

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