Crew ConsultingCustomer Support Engineer
- Canterbury
- IT & Telecomms, Network Engineer
- Permanent / Full Time
- 16 Sep 2024
- Hybrid environment with 3 days at home & 2 days in the office
- Salary + Kiwisaver +WFH set up
- Career growth opportunities
The Company
Join a company that places strong emphasis on customer satisfaction and technical expertise. As a Customer Support Engineer, you’ll play a pivotal role in providing top-tier technical services while acting as a subject matter expert for internal teams and customers.
About the role:
In this position, you will provide both reactive and proactive support, focusing on incident management, firmware upgrades, and technical escalations. You’ll also guide Tier 1 support teams, ensuring high-quality service delivery to customers. This is an exciting opportunity for someone with strong networking experience, particularly with Cisco and Fortinet products, to make an impact in a collaborative and fast-paced environment.
The Customer Support Engineer sits between the Tier 1 Team and Network Engineers within the company.
This is a full-time role of 40 hours per week, and although there is a WFH function, this is not a remote role and is based on-site in Christchurch, New Zealand.
Key Responsibilities:
You’ll have a strong networking technical background, and the ability to communicate complex technical issues to non-technical users. You should be customer-focused, a self-starter, and capable of working both independently and as part of a team.
Skills and Experience Required:
If you are passionate about delivering excellent customer support and have the necessary technical skills, please submit your resume and cover letter. For more information, contact Missy Limu-Franklin at missy@crewconsulting.co.nz.
Join a company that places strong emphasis on customer satisfaction and technical expertise. As a Customer Support Engineer, you’ll play a pivotal role in providing top-tier technical services while acting as a subject matter expert for internal teams and customers.
About the role:
In this position, you will provide both reactive and proactive support, focusing on incident management, firmware upgrades, and technical escalations. You’ll also guide Tier 1 support teams, ensuring high-quality service delivery to customers. This is an exciting opportunity for someone with strong networking experience, particularly with Cisco and Fortinet products, to make an impact in a collaborative and fast-paced environment.
The Customer Support Engineer sits between the Tier 1 Team and Network Engineers within the company.
This is a full-time role of 40 hours per week, and although there is a WFH function, this is not a remote role and is based on-site in Christchurch, New Zealand.
Key Responsibilities:
- Troubleshoot and resolve technical issues, particularly related to internet connectivity, wireless networking, and firewalls (Ruckus, Cisco, Fortinet).
- Provide technical guidance and support to internal teams, ensuring timely resolution of customer issues.
- Act as a technical escalation point, upskilling Tier 1 support teams and taking ownership of complex cases.
- Maintain and upgrade firmware, ensuring network reliability and security.
- Proactively identify potential issues and resolve them independently.
You’ll have a strong networking technical background, and the ability to communicate complex technical issues to non-technical users. You should be customer-focused, a self-starter, and capable of working both independently and as part of a team.
Skills and Experience Required:
- Network engineering experience, with a focus on wireless switching and firewalls (Cisco and Fortinet).
- Excellent problem-solving skills and the ability to handle technical escalations.
- As this is a customer focused role, strong communication skills (written & verbal) is essential to provide a high level of service.
- Proficiency in DHCP, DNS, and wireless communication standards.
- Relevant certifications (CCNA, NSE 5) highly desirable.
- Experience with Salesforce ticketing systems and Google products a plus.
- Hybrid work setup, offering a balance between in-office and remote work.
- Opportunities for continuous learning and professional development.
- A supportive and collaborative team culture that values work-life balance.
- Salary banding from $90,000 to $100,000
If you are passionate about delivering excellent customer support and have the necessary technical skills, please submit your resume and cover letter. For more information, contact Missy Limu-Franklin at missy@crewconsulting.co.nz.