Technical Support Engineer

• Acting as the first point of contact for technical queries from customers and channel partners
• Delivering timely resolutions via phone and email while accurately capturing notes in our CRM
• Collaborating with regional and global teams to resolve issues effectively
• Contributing to our knowledge base to support both our team and our customers
• Applying root cause analysis techniques and following escalation pathways when required
• Continuously building your product knowledge and technical skills through ongoing learning

• Experience working in a helpdesk or customer support environment
• A strong understanding of IS networking and device troubleshooting
• Familiarity with Access Control Systems (an advantage but not essential)
• Excellent written and verbal communication skills
• The ability to stay calm under pressure with strong attention to detail
• A collaborative approach and a commitment to continuous improvement

Familiarity with Access Control Systems

• We work hybrid with two set team days in the office each week, and the remaining days you can work from home or the office, whichever you prefer
• Free parking, a subsidised on-site café, and great local eateries when you're in the office
• Kiwisaver contributions and annual bonuses
• Fun team-building events, inspiring guest speakers, and regular team lunches