Position Filled - Level 1 Service Desk Engineer Role


Are you in the top 10% and looking for a role that will give you room to grow and seriously challenge you? We are on the lookout for a high-performance Level 1 ServiceDesk Engineer with previous help desk experience or someone who has recently graduated with a Tertiary qualification in IT related field and/or relevant industry certifications.  We are a growing, well established IT Services company based in Auckland and have a wide range of clients in all areas of business.  You will be the first point of contact for customers, dealing with inbound technical queries. You need to display an aptitude for the industry and have outstanding communications skills. You will have excellent customer service skills as well as a great phone manner. We are looking for people who have previous call centre experience and have done troubleshooting for customers and assisted with their Level 1 Technical queries. This is a great entry level role and excellent career growth opportunities as a field systems engineer, to design & implement improvements to the CS role or systems.

To be successful, you must have the following:


  • Previous call centre/Level 1 Technical helpdesk experience
  • Tertiary qualification in IT related field or Relevant Industry Certs
  • A solid understanding of Computer Networking concepts
  • General knowledge of Windows Desktop Operating Systems
  • Mobile support skills along with PC and application trouble-shooting
  • Able to methodically troubleshoot based on first principles
  • Unstoppable, able to search out and find solutions to novel problems
  • Excellent customer service and strong troubleshooting skills
  • Excellent communication, verbal and written
  • Professionally presented
  • Motivated and driven to constantly improve themselves and their systems


This is a true Level 1 support role with occasional Level 2 support.

You will be responsible for:

  • Capturing all relevant information from customers
  • Correctly categorize all calls and prioritize
  • Logging tickets and creating jobs – using ConnectWise
  • Provide level 1 and/or level 2 Assistance
  • Escalate calls to the correct team-member for resolution if required
  • Adhere to company processes
  • Maintaining contracted service levels
  • Achieving high levels of customer satisfaction
  • Updating customers on progress of calls
  • Despatch scheduling management for service technicians
  • Dashboard alert/check monitoring and escalation
  • Report Creation for Managed Services Customers
  • Service board / ticket progression management
  • Managing customer and supplier portals
  • Creating and reviewing technical documentation and procedures and maintenance of information systems infrastructure Share ideas, looking for ways to improve systems and services


NOTE: This role is only open to NZ/AUS Citizens and Residents.

If this sounds like the sort of exciting opportunity you are looking to start your career in IT with, please email us your CV with a brief cover letter

Position Filled - Level 2 Systems Engineer Role

Systems Engineer

Job Title – ICT Network and Support Engineer
Job Summary - Vertech requires additional systems/network engineers with 4 years or more of relevant experience and who hold NZ residency/citizenship.
Salary & benefits - $55-70k Dependant on experience, + Profit Share
Work Type – Full Time

Vertech is a growing IT services company, currently servicing a range of clients in the SME market across the greater Auckland Area. Our Head Office is based on the North Shore, but you will be working onsite across Auckland with a company vehicle or remotely via company provided laptop and phone.

Must have Skills:

  • A good "Desk Side Manner" – You will be dealing face to face with stressed out business owners so need to be able handle yourself in a calm confident manner without losing YOUR cool.
  • The ability to intelligently & methodically troubleshoot new environments from general first principles without immediate supervision
  • Display the willingness to learn, seek out novel solutions and improvements to our systems & processes as well as those of our clients
  • Proven experience with applications and system support: you will work closely with non-technical end-users and show the ability to think "out-of-the-box" and develop creative solutions.
  • Prompt: You understand that turning up to work on time is actually late if you then have to take 10mins to turn on your computer and get a coffee.
  • Organised: you assign priorities appropriately according to client business needs and work independently.
  • Disciplined: You follow company processes, procedures, keep accurate records and keep documentation current.
  • Tenacious: You follow through on tasks to ensure your customer is satisfied and to make sure your team isn't left in the lurch.
  • Unstoppable: When presented with an obstacle you find a way round it, over it or through the problem to reach the goal of keeping your customer happy.
  • Driven: we set targets and track performance, you will win when the team wins. You should thrive on clearly defined goals and actively seek ways to achieve them.
  • Clean Vehicle Licence.
  • Hands on familiarity with Server Hardware and Common Network Equipment, eg firewalls, VLAN'd switches, wireless networks and standard desktop and server administration - Windows 10, Windows 7, Server 2012, Server 2008R2, Microsoft Exchange, Remote Desktop, Office365 etc.


  • Microsoft & relevant Certifications: eg MSCA
  • Familiarity with RMM & PSA tools such as Connectwise and LogicNow or similar
  • Able to work flexible hours (businesses don't like outages during the day)
  • Occasional heavy lifting (eg servers)
  • Previous exposure to application support including: upgrades, data recovery, migrations and user training.
  • Performance optimisation of desktop & server systems.
  • Confident resolving mobile device issues - connectivity and access.
  • Virtualisation platforms - preferably VMWare and/or Hyper-V.
  • Data Backup & Recovery Strategies.
  • Malware disinfection & cleaning experience
  • Apple Mac and idevice knowledge.

If you are ready to step up and out of the Corporate environment into a diverse and challenging self-managed role, then email your CV with a brief cover letter give us a run-down of your experience, capabilities and a little about yourself too.

I promise you won't be bored and there will be no limits place on what you can achieve with us.

NOTE: This role is only open to NZ/AUS Citizens and Residents.

If this sounds like you, please email us your CV with a brief cover letter explaining why you think you will be a fit for Vertech.