Support Engineer

• Own customer support enquiries from initial contact through to resolution.
• Troubleshoot customer issues and run screen-sharing sessions to understand problems and guide customers through solutions.
• Build knowledge of Actionstep through training, research and hands-on problem solving.
• Document customer interactions, issues and resolutions.
• Work collaboratively across Support, Customer, Product and Engineering teams to solve problems and improve the customer experience.
• Manage new and open support tickets and share product knowledge across Customer and Support teams.

Customer Support Analyst

• Provide escalated technical support for laptops, SaaS applications, availability, and identity-related issues
• Handle IT onboarding and offboarding, device provisioning, and access management
• Build systems and processes that operate smoothly without repeated IT intervention
• Manage hardware inventory, warranties, and refresh cycles using MDM platforms such as Microsoft Intune and Jamf
• Drive automation and scripting projects from idea through execution
• Improve efficiency and consistency across systems and integrations
• Manage and continuously improve secure access using Microsoft Entra, Auth0, AWS VPN, and 1Password
• Build and maintain operational playbooks and documentation for processes and automations
• Log work, incidents, and changes in Jira Service Management
• Serve as an escalation point for complex issues and document solutions
• Identify recurring issue patterns and propose process improvements
• Support the core IT infrastructure for a distributed workforce of approximately 230 people

IT Support Engineer

• Provide senior L2/L3 support and act as the technical SME for CORE clients
• Own a smaller portfolio of CORE clients and understand their environments
• Support Microsoft environments across Windows Server, AD, Azure, Entra and M365
• Troubleshoot infrastructure, networking, cloud, backup, security and virtualisation issues
• Implement AI tools, agents, workflows and automation identified through CORE
• Work with ChatGPT, Claude, Power Automate, M365 and SharePoint
• Collaborate with engineering teams and escalation teams
• Mentor other technicians and help build practical AI capability
• Document technical work and solutions
• Help implement AI governance, security and responsible AI solutions for clients

Senior Support Technician – CORE, AI

• Analyse reported software bugs and identify their causes
• Communicate bug-fixing progress, timeframes, roadblocks, and delays to Customer Success Support
• Implement code changes, write or update tests, test changes, and submit pull requests for peer review
• Support QA testing and release changes to required environments, including production/GA
• Participate in kick-off meetings for assigned new feature projects
• Analyse feature components and create epics, features, user stories, and tasks
• Break user stories into individual development tasks
• Write code matching user stories and troubleshoot until ready for testing
• Develop functional, unit, and end-to-end tests
• Collaborate with Testers through testing and troubleshooting
• Demonstrate the user side of new code following final review
• Complete technical documentation and support releases
• Provide progress feedback to project participants
• Perform other tasks assigned by the Development Lead
• Provide support to less experienced developers within areas of expertise
• Adhere to internal policies, procedures, and ethical standards

Intermediate Full Stack, Web Support Developer

• Provide functional support across SAP SuccessFactors and related HR systems
• Triage and resolve incidents, service requests and minor enhancements
• Troubleshoot configuration, workflows, business rules, permissions, data and reporting issues
• Support releases, UAT, regression testing and post-release validation
• Work with business and technical teams to identify root causes and deliver solutions
• Maintain documentation, knowledge articles and support processes
• Identify recurring issues and opportunities for continuous improvement
• Support and improve technology enabling the employee experience across FSNI
• Collaborate with HR, Payroll, Technology and external support partners
• Maintain high-quality employee data

Support Engineer jobs in New Zealand

Customer Support Analyst

IT Support Engineer

Senior Support Technician – CORE, AI

Intermediate Full Stack, Web Support Developer

SuccessFactors Support Analyst