Support Engineer Tier 1-2
Enghouse Systems
Auckland, Auckland
4d ago

Support Engineer Tier 1-2

About Enghouse

There is an exciting opportunity to join the Enghouse Interactive team, formerly Zeacom, in our Auckland New Zealand office and be part of this fast evolving global organisation.

Enghouse Interactive specializes in Contact Centre software and services that are designed to enhance customer experience and service, increase efficiency and improve person to person communications across the enterprise.

Our leading software portfolio places Enghouse Interactive in the unique position to offer customers and partners a complete, fully featured solution from a single vendor.

Enghouse Interactive partners with Microsoft, Cisco, Avaya, NEC and other leading technology and application providers.

Role Purpose and Objectives

The Front line (1st - 2nd Level) Support Engineer is responsible in conjunction with other team members for the delivery of high quality technical support in all aspects of the Enghouse product set but primarily with our Contact Centre related solutions.

You will work with end customers directly as well as our Partner network to support customers located in Australia, New Zealand and Asia.

Based in the Auckland Support Team, your primary focus will be remotely resolving software related issues presented via phone, email or chat.

You will have the following Knowledge and Experience

  • Previous experience supporting PBX, VOIP and or Unified Communications (UC) applications ideally utilizing Microsoft (Sfb, Teams or Lync), NEC, Cisco or Avaya platforms
  • Tertiary Qualification (preferred) along with Recognized IT industry qualification e.g. CCNA MCSE, MCSA
  • 2 - 5 years’ experience in a software / application based technical support role
  • Have an understanding of Networking and Voice technologies
  • Experience with Microsoft Server products
  • The successful applicant will also be :

  • Someone who enjoys working in a team environment - willing and able to work with the wider team constructively and in an open and friendly way to quickly resolve customer issues
  • A very good communicator internally and externally keeping our customers, Partners and internal team up-to-date with incident status and proactively following up issues to ensure their resolution as quickly as possible
  • A Customer Service advocate understanding the customer or Partner requirements and helping to ensure these are understood internally
  • Calm under pressure some days it gets really busy!
  • Well organised and able to maintain the required incident documentation and follow up procedures to ensure we achieve our internal and external service levels.
  • A quick learner we have a lot going on with our wide portfolio of products and solutions so lots of opportunity to grow and develop your technical and support skill set
  • Willing and open to grow and be flexible its IT right so always lots of change happening
  • Able to participate on Enghouse’s after hours / on call roster
  • So if you are interested and are eligible to work in New Zealand then please apply. If successful you will spend your time with us working with other talented, energetic, and customer-centric people who really take pride in what we do and how we do it.

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