Senior Support Analyst

We’re progressive technology consultants who understand business. We partner with kiwi companies of every shape and size to help them work better every day. With offices all around New Zealand, we’re a diverse and value-led company. And we’re looking for our next Tribie to add to the team. So, if you believe that we’re better together, keep reading!

About You

· You’re a customer-focused individual who thrives on putting customers first and achieving outcomes for them.

· You’re a team player and can work both independently and within a team.

· You’ve got at least 3 years’ experience in a similar role.

· You’ve got excellent interpersonal and customer service skills.

· You’ve had experience with system management tools, managing ticket queues and time entries.

About Tribe

Why work with us?

· We’re 100% Kiwi-owned and committed to future focused IT.

· We work with cutting-edge tools.

· You’ll get plenty of opportunities to level up your career.

· We champion community engagement and giving back, and you get to be part of it.

· We live our values (aka Teamwork, Respect, Innovation, Bravery, and Empowerment).

· You’ll get a competitive salary plus incentives and health benefits on us.

About The Job

The Senior Support Analyst is an essential role within Tribe and will be based in our Hastings CBD location. This role is core to making sure both our customers and our people are well supported and looked after. Whether it be working alongside your Tribe colleagues in the Technical Service Desk Team or helping the wider team to achieve great outcomes the focus is always on creating that excellent customer experience.

A typical day could include handling first & second level of customer support and service requests both efficiently and professionally. These requests will cover a wide range of issues including networking, applications, and operating systems across local machines, servers, printers, networks, and vendor-specific hardware and software across multiple customers and different environments. As a senior member of the team, you'll use your expertise to mentor and support others within the team and provide team lead coverage and support for your manager as may be needed. 

Skills, Education, & Work Experience

Required - 

• Minimum 3 relevant industry experience in a MSP Call Centre Environment.


• Experience in working within a high performing Managed Services IT Team.


• High level of verbal and written communication skills – documentation skills a must.


• Extensive experience using Systems Management tools, managing ticket queues and recording time.


• Good understanding of technical tools and IT standards used in business, and a working knowledge of what constitutes "good practice" in IT.


• Able to work collaboratively in a close-knit team while enabling and supporting colleagues to ensure the success of all.


• Experience working closely with small and medium business external customers.


• Excellent customer service delivery experience and telephone communication skills.


• Excellent troubleshooting, problem-solving, and multi-tasking skills.


• Broad knowledge of current desktop and mobile device operating systems.


• Sound applied knowledge of Windows Server Operating systems (including Microsoft Active Directory Administration and basic troubleshooting).


• Sound knowledge of security concepts including MFA, email, malware, antivirus, platforms and conditional access policies.


• Sound knowledge of Microsoft cloud technologies such as Office 365, including SharePoint Online.


• Sound knowledge of software installation techniques and network hardware.


• Experience and knowledge in network troubleshooting (Including physical devices, DNS, TCP/IP, LAN and VPN’s, SAN’s and WAN).


• Experience and knowledge in server virtualization, within Azure, AWS or on physical servers.


• Experience and knowledge in backup technologies including Shadow Protect, Veeam, Datto.

 Preferred

• Tertiary degree or similar. 


• Industry recognised certifications and qualifications  


• Microsoft Certified: Microsoft Fundamentals (MS-900)


• Microsoft Certified: Azure Fundamentals (AZ-900)


• Microsoft Certified: Security Fundamentals (SC-900)

For more information on Tribe and what we do, check out our website at Tribe and follow us on LinkedIn.