CloudSupportSpecialist

We've got a fantastic full-time opportunity for a dedicated and charismatic Cloud Support Specialist to deliver outstanding customer service and IT support. We’re looking for someone who is a great communicator, a fantastic problem solver and is passionate about technology.

If this role sounds right up your street, we'd love to hear from you.

 

About Dynamo6

We are an established and independent digital transformation company. We work as a tight team and use leading cloud, security, and digital software to deliver innovative IT solutions. Our clients span the commercial and public sectors in New Zealand, including some well-known Kiwi brands.

 

About the role

We're looking to hire a Cloud Support Specialist in a full-time opportunity. In this role, you will develop a positive relationship with all customers and ensure the timely and successful resolution of support issues. 

Supporting your success is Dynamo6’s team of consultants and technical experts. This role reports to the Support Team Lead and is part of the Support Desk team.

The ideal candidate will be proactive and a strong communicator. Overall, you will play an important role in driving Dynamo6’s customer satisfaction and business growth.

 

Responsibilities

• Answering email, telephone, and online enquiries.

• First-line response and resolution of customer support queries.

• Triaging customer support queries and escalating when appropriate.

• Ownership of support systems and processes.

• Write, edit and maintain knowledge base documentation and internal documentation of items such as processes, troubleshooting guides and customer help documentation.    

• Improvement of operational processes and internal systems.

• Maintain service-level agreements and targets, including reporting and providing feedback. 

• Maintain and add to internal documentation.

• Assist Engineers and Developers with project-related tasks as required.

• Develop and maintain knowledge of all the company’s technology solutions offerings.

• Other duties as required from time to time.

 

Location 

This role will be based at our central Hamilton office, with occasional travel to support our clients in Waikato, Tauranga, and Auckland who require on-site assistance. 

 

A bit about you

The ideal candidate has strong interpersonal skills, a good understanding of technology, and a passion for helping clients succeed.

Overall, we’re looking for a candidate who:

• Has a proven ability to prioritise and juggle many tasks simultaneously

• Has a proven customer focus and meticulous attention to detail

• Has the ability to explain complex things in a simple way

• Is a speedy worker and can also focus on the task at hand

• Has excellent people skills and strong communication skills

• Has the desire and ability to learn and embrace the latest technologies

 

Skills & experience

Existing experience is beneficial, but if you’re a recent graduate, we encourage you to apply. Ultimately, we’re looking for the right fit.

• Level 1 and 2 IT support experience

• Experience using support ticketing and triage systems

• Experience using Google Workspace and Microsoft 365

• Relevant IT-related qualifications or training

• Advanced knowledge of Windows and Mac computers, and mobile devices

• Experience troubleshooting network and firewall issues

 

Other essentials

• The right to live and work in New Zealand.

• A New Zealand driver's licence.

• This role requires availability for an early morning roster, approximately two days per week, commencing at 7:30 am. Early starts also offer an early finish. 

• This role requires on-call availability for customers with 24/7 support needs, approximately 7 days of coverage, every 5 weeks. Outside of standard business hours, on-call work is done remotely, using a provided device and phone. Additional on-call and after-hours work remuneration is provided.

• This role also requires a police vetting check clearance to provide support to our education clients.

 

Culture & perks

We're a down-to-earth bunch. Our company isn’t about hierarchies; we don’t do politics or egos. We just work together to deliver excellent client outcomes. 

We also have that independent tech company vibe. We’re passionate about maintaining a fun work environment. We have regular team activities, such as go-karting, poker nights, and the occasional drinks and lunches out. Friendly banter is also welcome in our team chats.

The benefits and perks are...

• An awesome Hamilton Central location

• A competitive remuneration package

• A fast-paced, entrepreneurial environment

• Professional development opportunities

• A collaborative and supportive team

• A fun and social working environment

• A Southern Cross health insurance plan