iFixed Ltd is a growing IT, mobile device, and electronics repair business operating across Katikati and Waihi, Bay of Plenty. We provide computer and mobile support, device repairs, software assistance, data transfer, CCTV support, and technology sales. We are seeking a reliable, customer-focused ICT Customer Support Officer to join our team. You will be the first point of contact for customers, managing service requests, providing technical guidance, and coordinating with our technicians.

Job Title: ICT Customer Support Officer
Location: Katikati & Waihi (Bay of Plenty Region)
Employment Type: Full-Time, Permanent
Minimum Guaranteed Hours: 30 hours per week
Maximum Hours: Up to 40 hours per week (as required)
Working Hours: Monday to Friday, 9:00 AM – 5:00 PM
Overtime: May be required occasionally and will be paid at the standard hourly rate
Pay Rate: $32.00 – $35.00 per hour (depending on experience)

About the Role

This role is responsible for providing first-level ICT support, service desk assistance, customer technology support, and coordination between customers and the technical repair team. The successful applicant will help diagnose customer issues, log and manage service tickets, provide software and hardware guidance, support device setup and configuration, and ensure customers receive clear updates throughout the repair or support process.

Key Responsibilities

Act as the first point of contact for customers requiring ICT, device, software, hardware, and service desk support.

Receive, assess, and log customer ICT support requests, repair jobs, and technical enquiries in the company ticketing system.

Provide first-level troubleshooting for common computer, mobile device, software, email, account setup, printer, network, and peripheral issues.

Assist customers with device setup, data transfer coordination, software installation guidance, email setup, basic security checks, and system usage support.

Determine whether customer issues require technician escalation and accurately document symptoms, device condition, customer requirements, and troubleshooting steps.

Coordinate with senior technicians for hardware repairs, board-level repairs, data recovery, CCTV support, and advanced technical jobs.

Provide customers with professional updates about job progress, estimated completion times, quotations, and repair outcomes.

Support the efficient use of business systems, including ticketing, customer records, stock records, service notes, and communication templates.

Assist with receiving, checking, and recording ICT parts, devices, accessories, and service equipment.

Help maintain service desk processes, customer care standards, and accurate documentation for daily branch operations.

Support sales of ICT products, mobile devices, accessories, and related services by explaining technical options to customers in a clear and professional way.

Maintain customer privacy and follow company procedures for handling customer devices and data.

Minimum Requirements

Applicants must have at least one of the following:

A relevant ICT, computing, information systems, business systems, or technology-related qualification; or

At least 3 years of relevant experience in ICT support, service desk support, customer technology support, technical administration, customer service coordination in a technology environment, or similar.

Applicants must also have:

Strong customer service and communication skills.

Confidence using digital systems, Microsoft Office, email, ticketing systems, and customer record systems.

Ability to understand and explain basic hardware, software, email, device setup, and troubleshooting issues.

Strong attention to detail and accurate record-keeping skills.

Ability to work in a small team and coordinate with technicians and management.

Ability to manage multiple customer cases and deadlines.

A full driver licence or ability to travel between Waihi and Katikati when required.(or eligible to convert to NZ license if offshore)

Preferred Skills

Experience in a service desk, help desk, IT support, device repair, electronics, telecommunications, or technology retail environment.

Experience with CRM or ticketing systems.

Experience supporting customers with phones, computers, email setup, software, printers, networks, or device configuration.

Experience handling customer inquiries in a fast- paced environment.

What We Offer

• Competitive hourly rate of $32–$35
• Secure full-time position with a guaranteed minimum of 30 hours per week
• A chance to grow within a supportive and expanding team environment

Why Join Us?
This role offers the opportunity to work in a professional, well-supported environment where your organisational and customer service skills will be valued. You’ll be part of a collaborative team, with access to training and guidance to help you grow in your career. We encourage continuous development and provide a stable, flexible workplace where you can build long-term success.

How to Apply:
Please submit your CV and cover letter through this listing. Applicants must have New Zealand residency, a valid New Zealand work visa, or be offshore candidates intending to apply.
(Please note: Offshore applicants will not be given priority at this stage.)

This position is included under our Job Check approval, and the offered salary meets the AEWV requirements set by Immigration New Zealand.

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