Level 2 Technical Support Representative

Auckland based

Full-time, permanent

Salary $50,000 - $60,000 per year (based on experience)

Grow your IT career

What's in it for you?

  • A varied role with strong client relationships at its core

  • Supportive, people-focused work culture

  • Health insurance for you and your family

  • A chance to grow your technical skills and step up with initiative

  • Ongoing training, development, and career progression opportunities

About CNS

At CNS, we're more than just an IT solutions provider, we're a team dedicated to delivering innovative, secure, and scalable technology solutions that empower businesses. The CNS Way is built on integrity, purpose, and capability.

We're on the lookout for a skilled and personable Level 2 Technical Support Representative to join our Auckland-based team. If you love solving problems, thrive on building client relationships, and enjoy being the trusted go-to for all things IT, this could be your next move.

About the role

This is a front-line support role where your communication skills, technical know-how, and customer focus will make all the difference.

Day-to-day, you'll be:

  • Acting as the first point of contact, providing technical support across desktop hardware, software, operating systems, and IT infrastructure.

  • Responding to support requests via phone, email, and ticketing systems in a professional and timely manner.

  • Installing, configuring, upgrading, and maintaining software such as Windows OS, Microsoft Office Suite, security tools, and business applications.

  • Setting up and maintaining hardware including desktops, laptops, printers, and AV equipment.

  • Assisting with the deployment of devices, applications, and user accounts.

  • Guiding users with clear, practical advice to ensure a positive support experience.

  • Documenting support interactions, resolutions, and follow-ups accurately within the ticketing system.

  • Escalating unresolved or complex issues to higher-level support teams as needed.

  • Maintaining and updating knowledge base articles and internal documentation.

  • Adhering to SLAs and team protocols to deliver consistent, reliable service.

  • Contributing to continuous improvement initiatives and overall team success.

  • Contribute to continuous improvement initiatives within the technical support function.

What we're looking for

  • Minimum 2 years' NZ experience in a similar service desk or technical support role.

  • Confident in troubleshooting common hardware/software issues and knowing when to escalate.

  • Strong knowledge of Windows OS, Microsoft 365, and IT fundamentals.

  • Familiarity with ticketing platforms (e.g. ServiceNow, Zendesk, Accelo).

  • Excellent verbal and written communication, you will be the friendly first voice our clients hear.

  • Customer-focused, proactive, and able to juggle multiple tickets in a fast-paced environment.

Who this role is perfect for

Someone who enjoys being the go-to technical troubleshooter, balancing independence with teamwork, and keeping clients happy through clear, effective support. If you like solving problems and making tech simple for others, this is the role for you.

Apply Now If this sounds like your next step, we'd love to hear from you. Apply now, or give the team at People Passion a call on 0800 HR FOR U if you have any questions.

We're moving quickly, so don't wait, interviews will be scheduled as applications come in.

People Passion