IT Help Desk Support Engineer

Summary

Join Everbridge, a global leader in SaaS-based critical communications and enterprise safety solutions, as an IT Help Desk Support Engineer! This remote position, based anywhere in New Zealand, offers the chance to provide top-tier technical support to our global colleagues. You will handle diverse requests, from printer mapping to system migrations, troubleshoot hardware and software issues, and manage user accounts. The ideal candidate possesses 3+ years of IT support experience, strong technical skills, and exceptional communication abilities. This role involves collaborating with a globally distributed team and contributing to company-wide initiatives.

Requirements

• 3 years of experience in IT Support or Desktop Support roles, with a proven track record in technical assistance
• Skilled in user account administration and troubleshooting within Active Directory and Office 365 environments
• A strong understanding of IT fundamentals, including network protocols, DHCP, and DNS
• Exceptional interpersonal skills, with a knack for building relationships and communicating effectively
• Proficient in remote troubleshooting and providing clear, concise instructions
• Adept at multitasking and solving problems efficiently in a customer-focused manner
• Experience with Windows and Mac OS environments, including imaging and patching desktops
• Excellent spoken and written English

Responsibilities

• Provide comprehensive technical support, handling a variety of requests from printer mapping and new computer setups to system migrations without a tiered system
• Install, configure, and ensure the usability of end-user hardware and software components
• Troubleshoot hardware and software issues across a range of channels, including in-person, remotely, and via phone
• Offer guidance and answers to employees on computer-related problems
• Manage user accounts in Active Directory, Office365, and various internal business applications, covering both onboarding and offboarding processes
• Contribute to various IT projects and company-wide initiatives, playing a key role in their success
• Develop and maintain IT system and process documentation for team and customer use
• Escalate unresolved issues to higher-level support teams when necessary
• Conduct follow-ups with customers to ensure their technical issues are resolved and systems are running smoothly

Preferred Qualifications

• Familiarity with Microsoft enterprise technologies, such as Active Directory, Office365, and the Office suite
• Experience with collaboration and IT management tools such as Confluence, Jira, Zoom, and imaging technologies
• A passion for technology and a continuous learning mindset, with an openness to new tools and methodologies

Benefits

Remote/home-based position based anywhere in New Zealand