Technical Support Engineer

at  Options Technology

TECHNICAL SUPPORT ENGINEER

Location: Auckland, NZ
Salary: Competitive
Join our team of expert engineers in the Options Support Team!

WORKING FOR OPTIONS

Developing and engaging our people is a strategic priority for our business. We are looking for talented individuals to join our team and contribute to Options’ future growth and success.
We want to hear from candidates that are motivated, self-driven and have a passion to learn and develop their skills in the world of financial technology.

THE ROLE

For this role we are looking for a Support Desk Analyst to provide first level support. This involves taking calls and handling incidents or service requests using the incident management system and request fulfilment processes.

TYPICAL JOB DUTIES WOULD INCLUDE:

• Provide first line support through the call-logging software and on-site, as appropriate for all incidents and requests.
• Issue customers with details of call assignment and likely resolution timescales.
• Reassign or escalate incidents and requests to on-site third line support, third parties or other teams where appropriate discussing fully with colleagues.
• Monitor and update all incidents and requests, including calls assigned to external suppliers.
• Review incidents and requests with customers and work together to continuously improve service delivery provision.
• Deal directly with requests and complaints alike and escalate where necessary.
• TCP/IP Troubleshooting.
• LAN/WAN troubleshooting Skills.
• Building and Maintaining Desktop/Laptops (HP/Dell).