About the role

A leading managed IT services provider is seeking a Tier 2 Service Desk Engineer to join its support team based in Kaiapoi, Canterbury. This is a hands-on technical escalation role where you’ll support a wide range of clients, resolving complex IT issues and ensuring a consistently high standard of service delivery.

The RoleAs a Tier 2 Service Desk Engineer, you will act as an escalation point for more complex technical issues across hardware, software, and infrastructure environments. You’ll work closely with both clients and internal teams to diagnose, resolve, and prevent recurring issues while maintaining strong service outcomes.

What You’ll Be Doing

• Providing advanced technical support across hardware, software, and network issues using remote diagnostic tools
• Acting as an escalation point for Tier 1 service desk engineers
• Logging, managing, prioritising, and resolving service desk tickets in line with SLA requirements
• Supporting Active Directory administration including user management, file and print services, DNS, and DHCP
• Assisting with deployment and configuration of new hardware and software
• Supporting Microsoft 365 environments including Exchange Online, SharePoint, OneDrive, Teams, and Intune
• Engaging directly with customers via phone and email, ensuring clear, professional communication
• Maintaining accurate documentation of issues, solutions, and technical processes
• Identifying recurring issues and contributing to continuous service improvement initiatives

What You’ll Bring

• Experience in a Service Desk, IT Support, or Infrastructure Support role (Tier 2 or equivalent) within an MSP environment. 
• Strong knowledge of Microsoft 365 environments and core Microsoft technologies
• Hands-on experience with Active Directory and Windows desktop environments
• Solid understanding of networking fundamentals (DNS, DHCP, basic routing/switching concepts)
• Exposure to server administration and IT infrastructure support
• Strong troubleshooting skills with a structured, logical approach to problem solving
• Excellent communication skills with the ability to support non-technical users
• Experience working with ticketing systems and managing competing priorities
• A proactive, adaptable approach with a willingness to learn new technologies
• Full driver’s licence and willingness to travel to client sites as required

Why Join
Joining this team means becoming part of a well-established managed services environment where technical quality, responsiveness, and customer experience are central to everything delivered. You’ll work alongside experienced engineers who value collaboration, knowledge sharing, and continuous improvement, with exposure to a broad range of client environments and technologies.

The role offers genuine variety across support, troubleshooting, and infrastructure work, along with the opportunity to deepen your expertise across Microsoft cloud and on-premise technologies in a fast-paced but supportive setting.

How to Apply
To apply, please submit your CV and a brief cover note outlining your relevant experience and interest in the role. Alternatively, email Emma Howey - emma@potentia.co.nz for more information.

Applications will be reviewed as they are received, and shortlisted candidates will be contacted directly to discuss next steps.