Intermediate Support Engineer

Your Company

Ember Technology is a dynamic and innovative Christchurch based company offering managed IT services, cybersecurity, artificial intelligence, workflow automation, business intelligence, and custom software development to over 300 clients.

We are customer driven and values-based, with a strong focus on delivering a world‑class client experience. We believe in challenging ourselves to achieve our potential, embracing innovation, and fostering team spirit through collaboration, positivity, and shared growth. We’re also deeply committed to our community and the environment, proudly holding Toitū carbon zero accreditation.

Your Job

Client Support & Troubleshooting

Diagnose and resolve Level 2 support tickets across Windows, Microsoft 365, Azure AD, networking, and common business applications.

Configure, deploy and troubleshoot servers, laptops, workstations, Wi‑Fi, VoIP, and mobile devices.

Handle escalations from other engineers and own issues through to resolution.

Deliver clear communication and maintain excellent ticket notes in Autotask PSA.

Cloud, Security & Projects

Implement, configure and manage Microsoft 365, Azure AD, Intune, Conditional Access, MFA, and core security tooling.

Participate in cloud migrations, SharePoint / OneDrive deployments, server upgrades, and network setups.

Apply best practices aligned to Ember’s Career Framework, including change management and documentation standards.

Proactive Maintenance & Monitoring

Resolve alerts identified via our remote monitoring platform.

Perform regular maintenance such as patching, server checks and backup verification.

Suggest improvements to client environments and raise risks when found.

R&D and Continuous Improvement

Contribute to internal tooling, automation, or RPA initiatives.

Share knowledge with peers, assist with documentation, and help lift team capability.

Your Skills and Experience

To be successful in this role, you will :

Have 2+ years’ experience in an IT support or MSP environment.

Have a strong understanding of Microsoft 365, Azure AD, Windows OS, networking fundamentals, and hardware diagnostics.

Have the ability to work independently on escalated issues.

Have excellent communication and client‑care skills.

Be organised, disciplined, and committed to high‑quality documentation.

Have the following certifications :

CompTIA A+ (or equivalent knowledge).

Likely have or be working towards the following certifications :

CompTIA Network+.

SC-900 – Security, Compliance & Identity Fundamentals.

Have or be working towards the following certifications :

SC-200 – Security Operations Analyst.

SC-300 – Identity & Access Administrator.

CompTIA Security+ or Server+.

Have experience with Intune, Conditional Access, SharePoint migrations or identity management.

Have exposure to AWS or Google Workspace.

Have experience with VoIP (3CX, Teams Calling, etc.).

Have a tertiary qualification in IT or related discipline.

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