Description
HB Technologies is an IT company specialising in business solutions. Due to our continued growth, we are looking for a Level 1 Helpdesk Engineer to join our Napier-based team.
Responsibilities include
- Technician schedules are managed on an ongoing basis, and tickets are prioritised on an ongoing basis dependent on urgency.
- Schedules and prioritises an appropriate course of action, optimising the management of resources whilst considering the impact on others.
- Initial triage is performed according to agreed procedures and is systematically recorded on the ticket.
- Ensure all time is recorded, hardware ordered if required and agreed by the client, and that invoicing occurs in the correct period.
- Communicate with customers on ticket status at regular intervals to make sure the customer is informed of progress until the ticket is completed
- Appropriate escalation of queries regarding issues or billing to either the Team Leader or National Services Manager
Developing and maintaining strong professional working relationships with your colleagues, customers, and our IT suppliers will be critical to your success in this role.
What we are looking for:
- A logical problem solver, who is organised at keeping documentation and records up to date and complete.
- A confident, clear, and precise communicator, both written and verbal.
- Able to engage with customers clearly, and in a friendly and helpful manner.
- Excellent time management skills, with the ability to multi-task, and adapt during the workday according to the requirements of customers and fellow staff.
- Positive, confident, compassionate, and understanding of both customer's and colleague's changing needs.
- You must be eligible to work in New Zealand to be considered for this position._