IT Support Team Leader

About us

Started by a former school district network admin in 2018, the business has grown almost entirely through referrals. No call centre and no offshore help desk. When clients call, one of us picks up. Founded in 2018, we now have 26 employees.

We're looking for an IT Support Team Leader to join our team. This is a remote role. Hands-on support role. You'll set up laptops, fix Wi-Fi issues, reset MFA and walk people through things patiently. We want someone who stays calm with frustrated users and keeps good notes in the ticket. Remote within New Zealand. The team meets in Auckland once a quarter, travel covered. Day-to-day communication is in Slack and Google Meet.

What you'll do

• Keep ticket notes and time entries up to date
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• Install and update approved software and remove anything unlicensed
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Track hardware inventory and warranty status in the asset system
• Connect remote users to VPN and troubleshoot access issues
• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint
• Escalate network, server and application problems to the right team with clear notes

You'll need

• 8+ years of help desk or desktop support experience
• Working knowledge of Windows 10/11 and basic macOS support
• High school diploma or GED required. Associate degree in IT preferred
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting

Preferred qualifications

• Basic PowerShell scripting
• Intune, Jamf or SCCM/MECM
• Meraki or Ubiquiti networking gear

Schedule: Weekdays, 7:00 AM to 3:30 PM

What you get

• Paid overtime
• Paid training
• KiwiSaver contributions
• Five weeks annual leave after the first year

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Chen Tech Support.