IT Help Desk Support Engineer

Everbridge, a fast-growing global provider of SaaS-based critical communications and enterprise safety solutions, is actively seeking an IT Help Desk Support Engineer to join our team based in New Zealand. This is a remote/home-based position based anywhere in New Zealand. 

This role is pivotal in providing top-tier technical support to our global colleagues, including C-level executives, VPs, Engineers, and more. We're looking for a tech-savvy, people-oriented professional who thrives in a dynamic, fast-paced environment. Our Corporate IT team is a globally distributed, fun-loving group committed to excellence in service and making connections while delivering results.

• Provide comprehensive technical support, handling a variety of requests from printer mapping and new computer setups to system migrations without a tiered system.
• Install, configure, and ensure the usability of end-user hardware and software components.
• Troubleshoot hardware and software issues across a range of channels, including in-person, remotely, and via phone.
• Offer guidance and answers to employees on computer-related problems.
• Manage user accounts in Active Directory, Office365, and various internal business applications, covering both onboarding and offboarding processes.
• Contribute to various IT projects and company-wide initiatives, playing a key role in their success.
• Develop and maintain IT system and process documentation for team and customer use.
• Escalate unresolved issues to higher-level support teams when necessary.
• Conduct follow-ups with customers to ensure their technical issues are resolved and systems are running smoothly.

• 3 years of experience in IT Support or Desktop Support roles, with a proven track record in technical assistance.
• Skilled in user account administration and troubleshooting within Active Directory and Office 365 environments.
• A strong understanding of IT fundamentals, including network protocols, DHCP, and DNS.
• Exceptional interpersonal skills, with a knack for building relationships and communicating effectively.
• Proficient in remote troubleshooting and providing clear, concise instructions.
• Adept at multitasking and solving problems efficiently in a customer-focused manner.
• Experience with Windows and Mac OS environments, including imaging and patching desktops.
• Excellent spoken and written English. 

• Familiarity with Microsoft enterprise technologies, such as Active Directory, Office365, and the Office suite.
• Experience with collaboration and IT management tools such as Confluence, Jira, Zoom, and imaging technologies.
• A passion for technology and a continuous learning mindset, with an openness to new tools and methodologies.