Desktop Engineer

Tribe is a dynamic, 100% Kiwi-owned IT services firm with offices in Auckland, Hawke's Bay, Christchurch, and Nelson. We proudly support a diverse range of customers both locally and offshore. Our Christchurch office is located in the vibrant and exciting CBD. At Tribe, we offer a supportive and fun work culture, competitive pay, and a comprehensive benefits package, including company-paid private health benefits.

ROLE OVERVIEW:

The Desktop Engineer is an important role within Tribe, making sure our customers are well supported and looked after daily! Whether it be working alongside your Tribe colleagues in the Technical Solutions Team or helping the wider team to achieve great outcomes the focus is always on creating that excellent customer experience.

As a Desktop Engineer at Tribe, you'll be a key point of contact for escalated technical support, helping customers resolve IT issues efficiently. You'll provide hands-on troubleshooting, as well as remote support assistance, and proactive maintenance to ensure smooth daily operations. This role involves working with a variety of technologies, from desktops and laptops all the way through to networks and cloud systems. You'll collaborate with senior engineers & practice leads, learn new tools, and gain exposure to diverse technology environments. Problem-solving, customer interaction & relationship building, effective workload management and time keeping all form a key part of your role objectives.

You will assist in directly supporting our NOC/SOC and Service Desk team when workloads dictate & conversely seniors from this team will pitch in to help when the need arises as well, as we are committed to customer service and getting the job done for our customers - they are the centre of our world!

Along with all this engaging and fulfilling work you will need to make sure that you are delivering positive commercial outcomes for our Tribe, based on key service, ticketing and project deliverables specific to your role and to the overall team.

You will bring insights and ideas to the team and engage proactively in your own personal development with the knowledge that Tribe values and is committed to your personal growth and learning opportunities as part of our wider business plan.

DESKTOP SUPPORT & ENGINEERING ROLE RESPONSIBILITIES:

• Deliver great support & service to customers. Act as a service lead (SL) for designated customers - acting as a 1st point of escalation for service requests and incidents from our Service Desk & NOC/SOC team. Follow up on-site customer work assigned to you including incidents, service requests, & project work as assigned from time to time.
• Ask for help, learn & grow. Ask for timely support and help from others allocated to the customer team and other seniors within your team when you get stuck on an issue or project.
• “Walk the floor” at customer sites as requested or scheduled. This activity is a great proactive way to check-in in to make sure everything is working okay, as well as to identify opportunities for training & day-to-day improvements, fostering meaningful relationships with customers.
• After-hours work availability. Undertake after hours work as and when required as part of the Technical After Hours On-Call Roster. Also undertake after hours project work as may be needed from time to time.
• Over-flow work availability. Actively monitor your work queues, including any requests to jump in and support our Technical Service team both in the phone and ticket queues when there are any workload peaks or resourcing constraints.
• Act as a key part of any assigned customer onboarding, ensuring all required onboarding actions are completed in a timely and accurate manner, making this critical customer experience an awesome one.
• Ensure you update your time into our core PSA ticketing system on a daily or even more timely basis where possible, capturing accurate information about tickets and project tasks you have worked on.
• Document and update this regularly. Ensure site documentation is updated in every instance where there is a change in a customer’s environment as per Tribe standards, ensuring others can provide consistent and timely support for customers.
• Work closely others in the technical and customer success teams, soliciting and taking on feedback on improvements we can make to improving our overall customer engagement & experience.
• Actively input into and participate in any Quarterly Business Reviews, SLA meetings, Customer Success Maps or general customer meetings as may be needed of you.

CORE ROLE RESPONSIBILITIES:

• Be customer focused. Always try to put customers first and aim to deliver role & area outcomes we can all be proud of. Be courteous & professional.
• Achieve your role goals. Stay focused on your role and team objectives to get the best possible results for you, your team, Tribe & our customers.
• Be a team player.
• Share your knowledge and insights across the team & Tribe. Empower yourself and others to do great work.
• Innovate.
• Look for ways to simplify and improve processes. Be brave and actively contribute to making improvements.
• Know our services.
• Understand Tribe’s services and how they meet customer needs. Spot and follow up on opportunities to make smarter & safer business decisions.
• Deliver value. Use data, process and technology to improve process and outcomes for our customers. Plan, do, and review to keep getting better.
• Grow and share your knowledge. Find new ways to deliver better results. Contribute to forums/discussion groups, attain and maintain any requisite certifications in areas of expertise, share with our customers – imparting your knowledge and empower others!
• Grow yourself. Be proactive in participating fully in your own appraisals and goal setting. Follow through on your development goals.
• Lead by action & example. Constantly enhance & improve on systems & processes. Be a role model in solving business challenges and making life easier for our teams & our customers.

SKILLS, EDUCATION & WORK EXPERIENCE:

• Minimum 2+ years relevant industry experience, with experience in working in a high performing Managed Services, Managed IT Services, or IT services environment.
• High level of verbal and written communication skills, with documentation skills a must.
• Ability to deploy, troubleshoot, upgrade and perform maintenance on Microsoft Desktop and Server operating systems. Fundamental configuration and administration skills including Microsoft and VMware.
• Experience working with Microsoft cloud technologies such as Microsoft 365, Entra ID & Azure platforms.
• Familiarity with macOS, iOS, Google Android, Linux and other non-Microsoft operating systems across mobile and end user devices.
• Knowledge of wireless and network configurations including services such as HTTP/s, DNS, TCP/IP, VPNs, VLANs, WAN, routing, and switching.
• Understanding of security and security products including UTM, firewalls, 2FA and security policy.

To find out more about Tribe please visit our website at https://www.tribe.co.nz/ and follow us on LinkedIn.