IT Support Engineer (Level 2/3)

We’re looking for an experienced IT Engineer to join a modern, Microsoft-centric environment supporting end-user platforms and infrastructure operations. This is primarily a Level 2 engineering role, with occasional light Level 3 responsibilities involving deeper technical troubleshooting, root cause analysis, and complex incident resolution.

You’ll sit between Service Desk and senior engineering teams, ensuring stability, security, and operational excellence across a large enterprise environment where process discipline, documentation, and quality are critical.

What you’ll do:

• Resolve escalated ServiceNow incidents and service requests (L2 with some L3-level troubleshooting)
• Perform deeper technical analysis and root cause investigation where required
• Manage Microsoft Intune, M365, endpoint configuration, and application deployment
• Support device build, provisioning, patching, and operational maintenance
• Maintain configuration standards, compliance, and audit-ready documentation
• Implement approved changes and support complex change validation
• Coordinate with vendors/MSPs for escalations and resolution
• Support onboarding/offboarding, access, and endpoint lifecycle activities
• Troubleshoot meeting room and end-user technology issues

What we’re looking for:

• Strong experience with Microsoft 365 and Intune in enterprise environments
• Solid endpoint engineering, patching, and operational support experience
• Ability to troubleshoot escalated issues with some exposure to deeper technical (L3-style) analysis
• Experience working in structured change control / ITSM environments (ServiceNow preferred)
• Strong documentation and ticket discipline
• Analytical mindset with strong attention to detail

Nice to have

• ISO 27001 or highly governed/audit-heavy environments
• ITIL certification or equivalent service management experience
• Exposure to DLP, information governance, or Microsoft Copilot tooling

About you

You’re a capable, detail-oriented engineer who enjoys structured environments and takes pride in doing things properly. You’re comfortable owning escalations, digging into issues when needed, and ensuring work is fully resolved, documented, and compliant.

Details:

• Full-time, hours are from 9am to 5:30 pm (Mon–Fri)
• Occasional after-hours support for incidents/changes
• Auckland-based with occasional travel to Wellington

Robert Walters endeavours to review all applications in a maximum of five working days. If you have not received correspondence within this timeframe please do not hesitate to contact Bianca Madden on 64 9 374 7300