Level 2 Engineer

Employer: Ergo Oceania

Location: Auckland

About Ergo

Ergo is seeking a highly motivated Level 2 Engineer to join our Managed Services team in Auckland.

This is an exciting opportunity to work within a dynamic technical support environment, providing IT support services to both internal stakeholders and external client companies.

Overview of Role

The primary duty of this role is to provide IT support services internally to Ergo and externally to client companies.

Provide system level support of multi-user operations systems, hardware and software tools, including installation, configuration, maintenance and support of these systems. Additionally, the IT Engineer possesses extensive specialisation skills for which they can demonstrate advanced knowledge and produce relevant accreditations.

Key Role Responsibilities

  • Process tickets into the ITSM system
  • Installing, configuring and troubleshooting of IT related software and hardware.
  • Covering daily, monthly and ad hoc tasks for contracted customers.
  • Highlight any anomalies on our customer sites and inform the Ergo helpdesk to raise awareness and ensure a service ticket is opened.
  • Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded.
  • Ensure strict adherence to SLA when dealing with customer tickets/calls. 
  • Develop and maintain an in-depth technical knowledge of Ergo products, services and solutions.
  • Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer at all times.
  • Work with other technical staff to ensure connectivity and compatibility between systems.
  • Work with vendors/partners to resolve complex network problems.
  • Document relevant technical information with ServiceNow Knowledge Management including site schematics, system problems, problem resolution and knowledge base content.
  • Record and maintain hardware and software inventories, site and/or server licensing and user access and security.
  • Provide technical training to customers – systems administration and end user.
  • Maintain confidentiality with regards to the information being processed, stored or accessed
  • Work to upskill and assist in escalations.
  • Other ad hoc duties as required.

Education, Qualifications and Skills

  • Minimum 2–5 years relevant experience from a similar role.
  • Previous client facing experience essential.
  • Appropriate level of competence in documented technical skills.
Apply Now
Save