SERVICE DESK SUPPORT TECHNICIAN
About the role
POS MATE LIMITED is seeking a Service Desk Support Technician to join our growing IT support team. This is a full-time position based in Manukau, Auckland. As a Service Desk Support Technician, you will be the first point of contact for our users, providing technical support and resolving IT issues efficiently and professionally. This role is essential to maintaining our operational continuity and ensuring our users can work productively. You will be responsible for diagnosing, troubleshooting, and resolving a wide range of technical problems whilst maintaining a high standard of customer service.
Key responsibilities
Provide first-line technical support to end-users via telephone, email, and in-person, responding to IT-related queries and incidents
Diagnose and troubleshoot hardware, software, and network connectivity issues
Log, track, and manage support tickets using ticketing systems, ensuring timely resolution and follow-up
Install, configure, and maintain personal computers, printers, and other IT peripherals
Perform user account administration including password resets, access provisioning, and system access removals
Provide remote and onsite support to resolve issues promptly
Maintain accurate documentation of incidents, resolutions, and configuration changes
Escalate complex technical issues to senior technical staff when necessary
Assist with IT asset inventory management and software licensing compliance
Contribute to the development and maintenance of IT knowledge bases and support documentation
What we're looking for
Proven experience in a help desk, service desk, or IT support role, preferably in a fast-paced business environment
Strong technical knowledge of Windows and macOS operating systems
Solid understanding of networking fundamentals
Experience with ticketing systems and IT service management tools
Excellent problem-solving skills and a methodical approach to troubleshooting
Strong communication skills with the ability to explain technical concepts to non-technical users
Professional attitude with a commitment to providing exceptional customer service
Ability to work independently and as part of a team
Must have NZ Drivers License and are willing to travel for work
What we offer
At POS MATE LIMITED, we value our employees and offer a competitive benefits package to support your wellbeing and career development. We provide opportunities for professional growth and technical training to help you advance your IT career. We foster a collaborative and supportive workplace culture where your contributions are recognised and valued. Our flexible approach to work encourages a healthy work-life balance, and we are committed to creating an inclusive environment where all employees can thrive.
About us
POS MATE LIMITED is a forward-thinking technology company dedicated to delivering innovative point-of-sale solutions and IT services to businesses across New Zealand. We are committed to providing reliable, professional support to our clients and maintaining the highest standards of service delivery. Our team is passionate about technology and customer satisfaction, and we pride ourselves on our responsive and solutions-focused approach. We believe in fostering a culture of continuous improvement and supporting our employees to achieve their professional goals.
Apply now
If you meet the above criteria and are interested in joining our dynamic IT support team, we encourage you to submit your application including your CV and a covering letter detailing your relevant experience. Please send your application to POS MATE LIMITED, and we look forward to hearing from you.