Senior Support Engineer

Are you a tech-savvy problem-solver with a passion for delivering top-notch support? The Instillery is on the hunt for a Senior Support Engineer to join our dynamic team. This role is vital in providing advanced technical support to our customers, tackling a variety of user and infrastructure requests, and guiding our Support Engineers through complex issues.

At The Instillery, we’re all about solving big problems with cutting-edge solutions. Our team is a blend of experts and eager learners, all working together to deliver exceptional service to our clients. We thrive on curiosity, hustle, and the drive to turn good into great. If you're ready to be part of Aotearoa’s top tech whare, where learning, growth, and collaboration are part of the daily routine, then we want to hear from you.

A day in the life of a Senior Support Engineer will involve: 

• You'll be the face of The Instillery, communicating directly with clients to support their technical operations. This includes resolving complex technical issues and enabling their day-to-day operations to run smoothly.
• Dive into a variety of technical challenges, from Windows and Mac operating systems to M365, Azure, and networking infrastructure. Your expertise will be key in resolving these issues efficiently.
• Serve as the go-to person for Support Engineers when they encounter problems beyond their scope. You'll provide guidance and ensure that even the toughest issues are resolved.
• Handle a high volume of tickets, ensuring they are addressed within agreed timeframes. Your ability to triage and prioritize will keep the workflow smooth and clients satisfied.
• Conduct in-depth investigations of incidents to identify and address underlying issues, preventing recurrence and improving overall system reliability.

Underpinning all of this is the beauty of working with an incredible NZ team of real people passionate about what we do - solving big problems, partnering with intent, seeking the best global technology and delivering quality outcomes. We ask why. We pride ourselves on our team culture, being easy to get along with, having fun while we work hard and love our brand. You'll also be paid well, have cool offices, get your birthday off, and be able to work flexibly, all with a purpose for what we are doing.  

To be successful in this role you will:

• Have a strong background in IT, with hands-on experience in a technical support role, either in a professional setting or through a tertiary program.

• Demonstrate strong technical acumen. Your ability to troubleshoot and resolve complex technical issues, particularly with Windows, Mac, M365, Azure, and networking, will be crucial in providing top-notch support.

• Exhibit attention to detail. Accuracy is key in this role, especially when it comes to managing tickets, documenting issues, and following through on complex problem-solving.

• You'll be a problem-solver with a customer-focused mindset, always ready to jump in and help our clients and team members. Your responsiveness and dedication to delivering outstanding service will set you apart.

All candidates should be eligible to work in NZ currently. Please no reach outs from recruitment agencies, even if we have worked together in the past, we know where you are if we need you