IT Support Engineer

Salary: $85,000 – $90,000 per year

This job opportunity is on behalf of one of the organisation's we work with.

About the Organisation:

The organisation you will work for is a leading New Zealand law firm with more than 100 professionals across offices in Auckland, Hawke's Bay, Christchurch, Ashburton, Nelson and Selwyn. We provide trusted legal advice to businesses, organisations and individuals across a broad range of sectors, combining deep expertise with a practical, people-focused approach to delivering exceptional outcomes. Our people are at the heart of our success, and we foster a collaborative, supportive environment where professional development is encouraged and individual contributions are valued. We are proud of our reputation for excellence, our connection to the communities we serve, and our commitment to helping clients navigate complex challenges with confidence.

Role Overview:

Our client is looking for a highly competent IT Support Engineer whose purpose is simple: to remove technology as a source of friction for our people. When something isn't working, you are the person who picks it up, sorts it out and follows it through - so our teams stay focused on their clients rather than on IT.

This is a hands-on role with three core parts: resolving day-to-day technical issues for our people, acting as our primary interface with our external IT provider, and building our team's confidence with the technology they use every day - including AI.

You must have good foundational technical knowledge and a curiosity and desire to continuously upskill. You must have excellent communication skills, to be able to communicate effectively with staff, to understand the problem and explain its solution.

You will be our primary day-to-day interface with our external IT provider, working closely alongside their technical team. Where an issue needs to go to them, you will raise it clearly, keep it moving and stay across it until it is resolved - our people should never have to chase an outstanding issue themselves.

The successful candidate will be both technically capable and a great communicator, with highly refined people skills.

Key Responsibilities:

• Serve as the first point of contact for staff seeking technical assistance

• Perform onsite and remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue, and advice from our external IT provider where needed

• Walk people through the problem-solving process

• Own each issue through to resolution, keeping the person informed — including where it needs to be escalated to our external IT provider or another specialist

• Provide accurate information on IT products or services

• Record events and problems and their resolution in the relevant helpdesk system

• Ensure technical configuration documentation is kept up to date

• Onboard and offboard staff including user, laptop and mobile device setup

• Act as the primary day-to-day contact with our external IT provider, coordinating work, tracking open issues and holding them to agreed timeframes

• Pass on any feedback or suggestions by staff to the appropriate team

• Identify, recommend, and implement improvements based on trends and common issues

• Deliver practical training to our people on the technology they use every day — Microsoft 365, devices, and good security habits

• Run technology inductions for new starters so they are confident and productive from day one

• Lead staff enablement around AI: running sessions on approved AI tools and prompting techniques, sharing practical use cases, and coaching people one to one as needed

• Work with our external IT provider to roll out AI tools securely, and help our people adopt them in ways that add real value to their work

Required Experience:

• At least 2 years’ experience in a technical customer support role

• Tech savvy with working knowledge of Microsoft Office and 365 products and Windows computers

• Good understanding of Android and Apple mobile devices and other tech products

• Confident with AI tools and prompting techniques, and able to explain them to non-technical users

• Experience training, coaching or presenting to non-technical people — formally or informally

• Able to use initiative and work independently

• Comfortable working with external IT providers or vendors and following issues through to resolution

• Ability to diagnose, fault-find and resolve basic technical issues

• Proficiency in English – both verbal and written

Desirable qualifications:

• Recent Microsoft certification e.g. 365, Azure, Security

• CompTIA certified e.g. A+, Network+, CASP+, Cloud+

• Other IT industry certification such as Cisco CCNA, AWS Cloud Practitioner

Benefits:

• A competitive salary that reflects your skills and experience

• A genuinely supportive team culture - collaborative, down to earth, and quick to help each other out

• A real commitment to work-life balance, with flexibility to fit work around life

• The opportunity to travel across our network of offices and build relationships firm-wide

• Ongoing investment in your professional development, including support for further certification

• Varied, hands-on work with modern technology, including exposure to emerging AI tools

• A visible role where the difference you make to people's working day is noticed and valued