IT Help Desk Support Engineer

Everbridge, a fast-growing global provider of SaaS-based critical communications and enterprise safety solutions, is actively seeking an IT Help Desk Support Engineer to join our team based in New Zealand. This is a remote/home-based position based anywhere in New Zealand.

This role is pivotal in providing top-tier technical support to our global colleagues, including C-level executives, VPs, Engineers, and more. We're looking for a tech-savvy, people-oriented professional who thrives in a dynamic, fast-paced environment. Our Corporate IT team is a globally distributed, fun-loving group committed to excellence in service and making connections while delivering results.

What you'll do:

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.

What you'll bring:

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.

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.

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