Technical Support Engineer

About Gallagher

Gallagher is a global leader focused on protecting critical environments and agricultural enterprises. With operations spanning New Zealand, Australia, Asia, Africa, the USA, Canada and Europe, and exports to over 140 countries, the company prioritizes the safety of people, families, and communities while driving innovation and customer success worldwide.

Role Overview

This role is based in Hamilton, New Zealand, joining Gallagher's Support Services team as a Technical Support Engineer. You will serve as the initial contact point for customer and channel partner technical inquiries, working within a contact center to diagnose, troubleshoot, and resolve issues related to Gallagher Security products. The position includes shift work between 7am and 11:30pm and occasional Saturday shifts, with on-call opportunities that include additional allowances.

Responsibilities

• Respond promptly to technical questions from customers and partners, conducting thorough investigation and diagnosis.
• Resolve issues efficiently via phone and email while keeping detailed records in the CRM system.
• Deliver outstanding customer support, enhancing confidence and satisfaction.
• Work collaboratively with regional and global teams for effective problem resolution.
• Contribute to and maintain the knowledge base supporting team and customer needs.
• Apply root cause analysis and follow proper escalation procedures when necessary.
• Continuously enhance technical skills and product knowledge through ongoing learning.

Candidate Profile

• Experience or strong interest in helpdesk, technical support or customer service settings.
• Basic understanding or willingness to learn IT fundamentals, networking, and device troubleshooting.
• Prior exposure to Access Control Systems and electronics is preferable but not mandatory.
• Strong curiosity and eagerness to acquire new technology skills.
• Excellent verbal and written communication abilities suitable for various audiences.
• Calmness under pressure with keen attention to detail.
• Team-oriented mindset with a dedication to continuous improvement.
• Aspired growth into senior technical or advisory roles is welcomed.

Work Environment and Benefits

• Hybrid working model with three designated office days weekly and flexible work-from-home options on other days.
• Complimentary parking and discounted on-site café, plus nearby dining options.
• KiwiSaver retirement contributions and performance-based annual bonuses.
• Engaging team-building activities, guest speaker events, and social lunches.

Additional Information

Applicants should apply promptly as the position may be filled prior to any advertised closing date. This role offers an excellent opportunity for individuals passionate about technology and customer service to develop a career within a globally recognized company.