Junior IT Support
L1 Support
Tauranga

If you are looking to get your first shot into the tech world and systems engineering is the career for you, keep reading! This role would be helping to provide Level 1 phone and email support, communicate with customers, log support tickets, and assist with technical solutions.

The Role
Support: Respond to customer inquiries via calls and emails, generating and managing support tickets.
Triage and Prioritization: Assess Level 1 support requests and determine priorities for ticket resolution.
Monitoring and Reporting: Keep track of Technical Support queues, update ticket details, and report on unresolved issues.
Documentation: Ensure job and process documentation is current and accurately reflects operations.
Customer Feedback: Aim to achieve a customer satisfaction score of 4.5 or above post-ticket closure.
Alert Management: Monitor RMM/Cloud dashboards for alerts and escalate issues as necessary.

Key Skills Required
Customer Service. Strong focus on service quality and customer satisfaction. 1-2 years experience in customer a service environment with technical products and services knowledge would be great. 
Aptitude for solving technical problems efficiently.
Familiarity with RMM Tools: Understanding of remote monitoring and management tools.
Ability to Work Under Pressure: Competence in managing time and meeting deadlines.
Team Support: Willingness to assist team members as needed.
Communication: Exceptional verbal and written skills for clear interactions with customers and colleagues.
Flexibility and Attention to Detail: Adaptability in approach while maintaining accuracy in tasks.

Qualifications
Level 5 or above qualification in IT services is preferred.

How to Apply.
If you have specific questions or need further information about this role or similar positions, feel free to email Bronwyn.vrey@beyond.co.nz. You do not need to have everything above to apply, just a keen focus on customer experience and a qualification in IT would be great.