IT Customer Support Specialist

About The Role

We are seeking an IT Customer Support Specialist to join a Christchurch-based technology company for a 12-month fixed-term engagement. Positioned within the Customer Operations team, you will act as the primary contact for customers requiring technical assistance involving internet connectivity, networking, firewalls, and cloud services. Your role involves diagnosing and resolving issues through phone and email support, coordinating with internal teams and external vendors, and ensuring full ownership until successful resolution. The goal is to deliver high-quality technical support that solves problems efficiently and enhances the customer experience.

Key Responsibilities

• Deliver technical support related to internet connectivity, networking, firewall configurations, and cloud-based services.
• Diagnose and resolve customer issues using monitoring tools and information systems via telephone and email communications.
• Collect technical information, maintain detailed documentation of interactions, and keep customers updated throughout the resolution process.
• Collaborate with internal staff, external vendors, and service providers to manage and resolve complex technical challenges.
• Identify and suggest improvements for support workflows and customer experience enhancements.

Candidate Profile

• At least two years of experience in a technical support, service desk, or call center role with direct customer interaction.
• Solid networking knowledge, preferably supported by Network+ certification or similar qualification.
• Strong problem-solving skills involving connectivity, network, and general IT issues.
• Excellent communication abilities to explain complex technical concepts clearly to both technical and non-technical audiences.
• A customer-centric attitude with a high level of personal accountability, initiative, and practical problem solving.
• Eligibility to work in New Zealand and the ability to pass a Ministry of Justice criminal check.

Preferred Qualifications

• Certifications such as CCNA, NSE 4+, CWNA, or equivalent networking credentials.
• Experience with networking equipment from vendors like Fortinet, Ruckus, Cisco, or Allied Telesis.
• Familiarity with Active Directory, Azure AD, RADIUS, and Google Workspace environments.
• Understanding of network design principles and concepts.
• Awareness of current cybersecurity risks, trends, and security management practices.

What We Offer

• A 12-month fixed-term role with the possibility of extension or transition into a permanent position.
• Hybrid working arrangement based in Christchurch, requiring three days on-site.
• Exposure to a wide range of networking, connectivity, and cloud service technologies.
• A collegial and supportive team atmosphere focused on collaboration.
• Opportunities to expand your technical expertise while engaging directly with customers.