Senior IT Support Specialist

Job Type: Contract

Location: Hamilton

Job Category: Information Technology

We’re looking for a high-performing Senior IT Support Specialist who thrives in fast-paced enterprise environments and is confident handling more than just basic support. If you’re the person others escalate to, enjoy digging into root causes, and take pride in resolving issues properly, not just quickly, then this role is for you.

You’ll be embedded onsite, acting as a trusted technical point of contact for end users while working closely with broader engineering teams to deliver seamless support and service excellence.

About DDS IT

Our culture starts and ends with our people.

We are a successful IT Services business with an eye on the future, having grown to 70+ staff across New Zealand. Our culture starts and ends with our people. We are a growing people-centric team who work with Passion, Energy and Heart to deliver incredible customer experiences. We operate with flexibility and have created a friendly, caring and family feel workplace. You bring your best self to work to fulfil your potential and enable our Vision of connecting people and technology to improve the everyday life of New Zealanders.

At DDS IT we are big enough to partner with some of New Zealand’s leading Enterprise companies. But we’re small enough that any one of our clients can pick up the phone and talk to any one of our leadership team. Our size allows easy access to key stakeholders and resources helping remove barriers to create a collaborative environment for share valuable knowledge.

We're growing and truly walk the talk of our values aiming to positively impact individuals both professionally and personally. Our drive for excellence and willingness to go to the ends of the earth for clients has created rapid growth and a loyal customer base.

Our Mission is to become our customers trusted service provider. We believe we will achieve this through increasing the productivity of organisations, through the intelligent use of our products, services, and insights day in and day out.

What you’ll be doing

You’ll take ownership of Level 1.5–2 incidents and service requests end-to-end—troubleshooting, resolving, and escalating where needed, but always maintaining accountability.

This is a hands-on role where you’ll work across endpoints, Microsoft 365, Active Directory, and enterprise applications, diagnosing issues beyond surface-level fixes and identifying root causes.

You’ll provide onsite support, including walk-up troubleshooting, device builds, deployments, and hardware support, while also contributing to broader service improvements through knowledge sharing and process optimisation.

You’ll Be Expected To

• Handle complex troubleshooting across user devices, OS issues, and application environments
• Own tickets through to resolution with clear communication and strong documentation
• Act as an escalation point for more junior team members where required
• Contribute to knowledge base improvements and reduce repeat incidents
• Identify opportunities to improve service quality and efficiency

Desired Skills And Experience

What we’re looking for

You’ll bring strong customer service skills, solid technical fundamentals, and the ability to thrive in a structured service desk environment.

• 3-4 years’ experience in Service Desk / Remote IT Support roles
• Proven experience supporting users via phone, email, chat, and remote tools
• Strong troubleshooting skills across:
• Windows desktops and laptops
• Microsoft 365 (email, Teams, SharePoint)
• Active Directory / Entra ID
• Basic networking (VPN, DNS, Wi-Fi)
• Experience working with ITSM tools and SLA-driven environments
• Ability to manage multiple tickets and priorities effectively
• Strong communication, time management, and attention to detail
• Willingness to participate in rostered shifts, weekends, and on-call support
• A proactive mindset, you don’t wait for problems, you get ahead of them

Why DDS IT?

At DDS IT, you’ll be part of a close-knit and collaborative IT Support team delivering support across diverse client environments, to some of New Zealand’s biggest brands.

You’ll gain exposure to a wide range of technologies while building your technical capability in a structured and supportive environment.

We value continuous improvement, strong customer outcomes, and team collaboration, with opportunities to grow your skills and progress your career.

If you enjoy solving problems, helping people, and working in a fast-paced support environment—we’d love to hear from you.