Technical Support Engineer

About Gallagher

Our purpose at Gallagher is ‘Protect what matters most’ and we live it every day, whether that’s protecting the world’s highest security environments or agricultural businesses, we care deeply about our people, their families, and our wider communities.

Gallagher Security is on a mission to unlock more value for our customers through the power of our people and solutions. Our culture is entrepreneurial in spirit, complex, challenging, and ever changing. With operations in New Zealand, Australia, Asia, Africa, USA, Canada, the UK and Europe and exports to over 160 countries, we’re proud to be unlocking globally focused career paths for New Zealand based candidates.

We’re painting the future of what’s possible. Come join us.

The Opportunity

We’re on the hunt for a technically savvy and customer-focused individual to join our Support Services team as a Technical Support Engineer. Based in Hamilton, New Zealand, this role is all about delivering world-class technical support to our global customers and channel partners, working from our contact centre environment. You'll be the first point of contact for technical queries related to Gallagher Security products, helping to troubleshoot issues and provide timely, accurate solutions that create positive and consistent customer experiences.

The team operates on a shift rotation covering mornings and afternoons between 7:00am and 11:30pm, with one Saturday shift every few months and an additional on-call allowance available where required.

What you’ll be doing:

• Acting as the first point of contact for technical queries from customers and channel partners
• Delivering timely resolutions via phone and email while accurately capturing notes in our CRM
• Collaborating with regional and global teams to resolve issues effectively
• Contributing to our knowledge base to support both our team and our customers
• Applying root cause analysis techniques and following escalation pathways when required
• Continuously building your product knowledge and technical skills through ongoing learning

The Fit

We’re looking for someone who’s a natural problem solver, thrives in a fast-paced team environment, and brings a genuine passion for helping others. You’ll need a strong foundation in IT or networking, a calm and methodical approach to troubleshooting, and great communication skills. If you're team-oriented, eager to learn, and enjoy building relationships while delivering high-quality support—this could be the perfect fit.

What you’ll bring to the team:

• Experience working in a helpdesk or customer support environment
• A strong understanding of IS networking and device troubleshooting
• Familiarity with Access Control Systems (an advantage but not essential)
• Excellent written and verbal communication skills
• The ability to stay calm under pressure with strong attention to detail
• A collaborative approach and a commitment to continuous improvement

Why Gallagher?

At Gallagher, we create a supportive, family-friendly environment where collaboration, innovation, and continuous improvement drive everything we do. We value work-life balance and prioritise the well-being of our people, offering:

• We work hybrid, with two team anchor days in the office and the rest wherever you work best
• Free parking, a subsidised on-site café, and great local eateries when you're in the office
• Kiwisaver contributions and annual bonuses
• Fun team-building events, inspiring guest speakers, and regular team lunches

If you're a problem solver with a passion for customer support and tech, and you’re keen to grow your career with a global leader—we’d love to hear from you. Applications will be reviewed as they’re received, and the role may be filled before the listing closes, so don’t wait—