Level 2 Support Engineer - Service Desk Analyst
Hands-on Level 2 support engineer / service desk analyst at PB Technologies, a New Zealand IT solutions and services provider. Day to day: final escalation point for incidents across Microsoft 365, Entra ID, Azure, Windows Server, networking and security; leading P1 responses, tenant migrations, Intune/Autopilot rollouts and on-site customer work.
- Compensation
- Not disclosed
- Location
- Manukau, Auckland
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Full time
- Experience
- 5+ years
- Category
- It support
- Posted
Skills
Must have
- Minimum 5 years in IT support or infrastructure engineering, including meaningful time at L2 or senior level, ideally in an MSP or multi-client environment
- Microsoft 365 and Entra ID: tenant administration, Exchange Online, SharePoint, Teams, Conditional Access, MFA, identity sync and hybrid identity
- Intune and endpoint management: device enrolment, Autopilot, compliance and configuration policies, application deployment
- Windows Server and infrastructure: Active Directory, Group Policy, DNS, DHCP, file services, virtualisation (Hyper-V and/or VMware)
- Azure: deployment and support of IaaS workloads, virtual networking, VPN gateways and Azure-hosted services
- Networking: hands-on configuration of firewalls, switching, VLANs, routing, site-to-site and remote access VPN
- Security operations: responding to and remediating real security incidents using EDR/MDR tooling
- Backup and recovery: has performed real restores
- Scripting: working PowerShell written and used to solve problems in production
- Change discipline: plans, documents and communicates changes with rollback plans and post-change validation
- Great personality and genuine ability to relate to customers; comfortable on site with business owners and end users
- Communication: explain technical problems clearly to both executives and junior engineers, and write usable documentation
Nice to have
- Fortinet FortiGate experience
Full description
About us
PB Technologies Limited is one of New Zealand's leading technology solutions providers, dedicated to delivering innovative IT solutions and exceptional customer support. With a strong commitment to excellence and customer satisfaction, we empower businesses through cutting-edge technology, expert guidance, and reliable service. Our team is passionate about solving complex technical challenges and building lasting relationships with our clients.
We need people who have done the work, not watched it.
This is a hands-on engineering role. We are looking for people who have personally built, configured, migrated and fixed systems in live production environments, with their own hands on the keyboard and their name on the change. If most of your experience has come from working alongside senior engineers, shadowing projects, or escalating to someone else to make the fix, this role is not the right fit yet. That is not a knock on anyone. It is simply what this role needs.
We also need a people person. You will be in front of customers every week, on site and on the phone and they need to trust you and enjoy dealing with you. We want someone with a great personality who can relate to customers, explain things and build real relationships. We are not looking for a back-end boffin who would rather not talk to anyone.
Key responsibilities
- Act as the final technical escalation point for incidents and problems across Microsoft 365, Azure, on-premises infrastructure, networking and security.
- Lead the technical response to major incidents and P1 outages, including client communication alongside the service delivery team.
- Carry out root cause analysis and implement permanent fixes, not workarounds.
- Resolve tickets within SLA and keep HaloPSA records accurate, complete and useful to the next engineer.
- Plan, test and execute changes in live client environments, including change documentation, rollback plans and post-change validation.
- Deliver small to medium technical projects such as tenant migrations, Intune and Autopilot rollouts, server upgrades, firewall replacements, Azure workloads and security hardening.
- Build and configure new client environments to PB Tech standards during onboarding.
- Respond to security alerts and incidents raised through Huntress and Microsoft Defender, including containment, investigation and remediation.
- Implement and maintain security baselines: Conditional Access, MFA, Intune compliance, patching, backup and least-privilege access under GDAP.
- Identify repeat issues and automate them away using PowerShell, CIPP, NinjaRMM scripting and HaloPSA workflows.