Napier Central, Hawke’s Bay
Full time

Join a forward-thinking team that drives innovation in IT solutions

Founded in 2007, HB Technologies (HBT) has grown into a dynamic team of over 25 experts dedicated to helping local businesses harness the power of technology. With over 700 clients, including Pan Pac Forest Products, Hawke’s Bay Airport, and Total Energies, HBT’s partnerships with global tech leaders like Microsoft, HP, Canon, and Cisco mean you’ll be working with world-class technology—right here in Hawke’s Bay.

Why HB Technologies?

We offer a rare opportunity to work with cutting-edge, globally leading technologies while staying rooted in our vibrant local community. You’ll collaborate with top-tier professionals in a supportive environment that promotes curiosity and innovation. At HBT, we believe in nurturing your talent through continuous training, mentorship, and hands-on experience with some of the region’s most impactful businesses.

Our company is built on a foundation of teamwork, mutual respect, and a commitment to growing together. With us, you won’t just fill a role—you’ll be part of shaping the future of technology in Hawke’s Bay and beyond.

Your Role as a Level 2 Helpdesk Engineer

As a Level 2 Helpdesk Engineer, you will be a key part of support for our clients, addressing and solving IT issues that directly impact their operations. You’ll be a critical point of contact, assisting businesses across diverse industries including healthcare, finance, and manufacturing.

Working in this dynamic role, you’ll have the opportunity to:

• Expand your skills: We prioritise your growth with access to ongoing training and exposure to the latest in global IT solutions.
• Solve meaningful challenges: Every day brings new and varied IT issues that will sharpen your problem-solving skills and allow you to make a direct impact on client success.
• Progress your career: We offer clear pathways for growth within our company, supported by mentorship from seasoned professionals.
• Work in a supportive, innovative environment: Our team culture is built on curiosity, collaboration, and a commitment to discovering better solutions for our clients.

What You’ll Gain

• Career development: From mentorship to hands-on projects, you’ll have continuous opportunities to develop your skills.
  Work-life balance: Enjoy living and working in the beautiful Hawke’s Bay, with a team that understands the importance of well-being.
• Collaboration with industry leaders: You’ll work with global vendors such as Microsoft, HP, and Cisco, enhancing your exposure to international technology standards.
• A culture of curiosity: We embody a ‘get curious, discover better’ mindset, encouraging you to explore new technologies and strategies to drive innovation.

What Your Typical Day Might Look Like

• Morning Kick-off: Start your day by reviewing your schedule and the tickets in your queue. Prioritise tasks based on urgency and impact, and catch up on any updates from your team or clients.
• Client Interactions: Handle incoming client queries via phone or email. You’ll triage issues, providing immediate solutions when possible or escalating to appropriate resources if necessary.
• Ticket Management: Log and track tickets with detailed notes and updates. Ensure timely resolution or escalation according to our service level agreements.
• Team Collaboration: Participate in daily or weekly team meetings to discuss ongoing issues, share insights, and coordinate on complex cases.
• Problem-Solving: Work on more intricate or escalated issues, applying your technical skills and leveraging the knowledge of your colleagues.
• Continuous Learning: Engage in training sessions or self-study to stay updated on new technologies and best practices. Apply this knowledge to enhance your support capabilities.
• Client Updates: Regularly update clients on the status of their tickets, ensuring they are informed and satisfied with the progress.
• End-of-Day Wrap-Up: Review the day’s work, complete any outstanding tasks, and prepare for the next day by updating ticket statuses and setting priorities.

What We’re Looking For

• 2+ years of experience working with a Managed Service Provider (MSP).
• A natural problem solver with excellent time management skills.
• A clear, confident communicator who can engage with clients in a friendly, professional manner.
• Someone who is adaptable, proactive, and ready to step into a diverse role that changes with the needs of our clients.

At HB Technologies, we believe our success is built on the quality of our people. If you’re looking for a place where you can grow, innovate, and contribute to meaningful projects, we’d love to meet you.

Apply now and start your journey with HBT!