Technology Support Specialist

What is the purpose of the Technology Support Specialist role?

The Technology Support Specialist is an enabler - ensuring the smooth, secure, and reliable operation of technology across the organisation, so our people can do their best work.

This role provides hands-on support for end users across hardware, software, SaaS tools, and internal networks and systems. You would also be a key contributor to the continuous improvement of IT processes, security, and documentation at Snapper.

Based in Wellington, you would work across our teams in New Zealand and the United Kingdom, acting as a key service partner to the team. You would be providing responsive day-to-day support balanced with proactive problem-solving. The Technology Support Specialist plays a key role in onboarding and offboarding, device management, access control, and incident resolution, while helping the company scale its technology environment in a proactive, considered and secure way.

You sit within the Operations / Technology function and are a core collaborator with teams across the business to ensure systems, tools, and ways of working are reliable and well-supported.

• The Technology Support Specialist reports to the Security Lead


• This role has no direct reports


• Key relationships include all internal teams across NZ and UK


• Based in Wellington, NZ

What does the Technology Support Specialist do?

The Technology Support Specialist supports the business by providing reliable, timely, people-focused IT services and contributing to a scalable and secure technology environment. You would

Specifically, this would include:

Platform Ownership and Technical Support

• Providing day-to-day technical support for staff across NZ and other Snapper locations - both in-person and remotely.


• Troubleshooting hardware, software, network, and access issues across laptops, peripherals, operating systems, and SaaS applications.


• Acting as the first point of contact for IT incidents and service requests, owning issues through to resolution.


• Responsibility for Microsoft platform, Fortinet security platform,


• Supporting collaboration tools, productivity platforms, and internal systems used across the business.

Device, Access, and Identity Management

• Owning Snapper’s technology system footprint, including administering identity and access management across key systems, ensuring appropriate access and security controls


• Managing device provisioning, configuration, deployment, and lifecycle asset management


• Supporting onboarding and offboarding processes, including account creation, access changes, and asset recovery


• Maintaining accurate asset registers and system documentation


• Ensuring backup redundancy and mitigating risk around any single point of failure/vulnerability

Systems, Security, and Process Improvement

• Supporting security best practices, including device security, patching, and basic incident response across all tech for all Snapper staff


• Advocating and advising on what excellent looks like in practice regarding technology, policies and ways of working for all staff. The aim is to ensure Snapper is best served to be progressive, secure, efficient and effective with our tech and tools


• Assisting with audits, access reviews, and security initiatives in collaboration with domain leads and the wider technical team


• Identifying recurring issues and opportunities to improve tooling, automation, and support processes


• Creating and maintaining clear internal documentation, guides, and self-service resources for Snapper staff

Cross-Team Collaboration

• Working closely with technical and operations teams to support internal tools and working environments


• Partnering with People Operations to ensure a smooth employee experience from onboarding through to exit with accountability for the technology perspective


• Communicating clearly with staff managing expectations and priorities effectively and proactively, including across timezones.


• Supporting occasional technology projects as required

What will help you to be successful in this role? 

Experience and capability in an IT support, service desk, or technology support role, ideally in a SaaS or technology-led organisation.

A practical understanding of IT security fundamentals and best practices.

Strong working knowledge of modern SaaS environments, including identity management, device management, and collaboration tools (see relevant technology below).

Capability and desire to stay organised, matched with a proactive pragmatism i.e. bias towards planning, action and getting things done.

People-centric mindset and skillset, including experience and preference to work and interact with empathy, flexibility and positivity.

Excellent problem-solving skills, with the ability to diagnose issues and explain solutions clearly to non-technical users.

Strong communication and stakeholder management skills, with a calm and approachable style.

A proactive, improvement-focused mindset — you look for ways to make systems, processes, and experiences better.

Comfortable working independently, while knowing when to escalate or collaborate.

Confidence supporting users across multiple locations and time zones.

Tech platform responsibilities

• Microsoft 365 (for managing employee devices and user permissions, integrations between corporate software, emails management, security and compliance)
  
  
  
  • Intune / Endpoint
  
  
  • Azure AD / Entra ID
  
  
  • Microsoft Security Stack
  
  
  • Outlook and Teams
  
  
  • OneDrive / SharePoint permissions
  
  
  
  


• Office Network Support (firewall mgmt, patching, VPNs)


• User and device (Windows/MacOS) onboarding and asset management

Helpful to be familiar with

• AWS


• Atlassian (Jira, Confluence)


• Meeting Room AV

We want you to do well, and it looks like this:

You’ll be the person people trust when technology isn’t working — and the one helping prevent issues before they happen.

You’ll take pride in creating a smooth, secure, and supportive technology experience for colleagues across NZ and elsewhere, all locations.

You’ll help the company scale by proactively improving processes, documentation, and systems, not just responding to problems. You meaningfully contribute to Snapper’s technology platform strategy.

You’re creating and evolving internal processes so they are enabling and frictionless, easy to understand and accessible for our team and for Snapper.

Working across a globally distributed team, you’ll communicate clearly, manage priorities well, and bring a calm, solutions-focused approach to your work.

Our expectations and values at Snapper

We reflect on five core values in our work and interactions at Snapper.

Being Resilient. Using a positive mindset to handle change

Acting with Integrity. Being open and honest with each other. Fostering a safe space for the sharing of our thoughts and ideas.

An Innovative outlook. Looking at problems through as many lenses as we can. Applying it to people, processes, personal development, etc; not just code. We expect this as individuals and collectively.

Collaborating. Anything of value happens through a team. No one person has all of the skills to solve our customers' problems. We’re inclusive and open to all voices.

Building Excellence. Not to be confused with perfection. Making sure measures are clear and fit for purpose. And celebrating it as we go.

Bring your unique self

To be excellent in our Snapper team we want your unique style and contribution, and your own version of these attributes/mindset …

Excellent communicator able to navigate technical and business worlds with confidence.

Approachable and open-minded role model who encourages engagement in your peers and works closely with Snapper staff of all roles and technical abilities.

Practical and pragmatic approach to security guidance with a focus on finding safe ways to do things rather than reasons not to. 

Ability to work autonomously, make decisions and structure your own work approaches.

A positive mindset and ability to see the opportunity in adversity.