About the role

The opportunity:

This is a hands-on IT Support Technician role where you’ll support internal teams as their first point of contact for technical help. You’ll be the calm, clear communicator who can translate technical issues into plain language, set expectations, and keep people informed while you work the problem.

You’ll work through an ticketing system and take real ownership of tickets—diagnose, act, update, resolve, close - while knowing when to escalate. If you like structure, you’ll fit right in: you’ll use an established troubleshooting approach (scope → isolate → test → fix → verify → document) and contribute to knowledge articles/runbooks as you go.

Company profile:

A Kiwi organisation with bases across the South Island, focused on supporting internal teams with reliable, professional service.

The role:

• Act as the first point of contact for internal technical support requests 
• Provide timely, professional, calm support with a service-first mindset 
• Explain technical issues and next steps in plain language 
• Set clear resolution expectations and keep stakeholders updated 
• Use an ITSM/ticketing system to manage work from start to finish 
• Diagnose, troubleshoot, resolve, close, and document tickets accurately 
• Escalate to managers when issues require extra support or attention 
• Follow structured troubleshooting and leverage knowledge bases/runbooks 

Your fit:

• Proven customer service mindset and confident communication 
• Comfortable explaining technical concepts to non-technical people 
• Experience working with an ITSM/ticketing tool (or strong exposure)
• Methodical troubleshooting approach and good attention to detail 
• Clear documentation habits and a sense of ownership for outcomes 
• Able to stay calm, professional, and organised under pressure 

If this sounds like you, click “Apply Now” with your most up-to-date CV. For more information contact Courtney at courtney@potentia.co.nz