Desktop Support Engineer II or III

Company Description

Are you a tech-savvy problem solver who thrives in a fast-paced environment?

Do you love tackling complex IT challenges and keeping businesses running smoothly?

If so, we want YOU on our team!

Neptune Pacific Direct Line (NPDL) is experiencing a period of significant transformation.
Formed in 2020, Neptune Pacific Line acquired Pacific Direct Line, bringing together two of the South Pacific's top shipping and logistics companies to support the full supply chain of our customers in the region.
NPDL is part of The Wonderful Company (TWC) headquartered in Los Angeles, CA.
Its other companies include FIJI Water, Justin and Landmark Vineyards, Vintage Nurseries, Wonderful Citrus, Wonderful Pistachios, Teleflora, POM Wonderful and Suterra.
This role will sit within the NPDL group however you will be part of the wider TWC IT Team.

As a Desktop Support Engineer II or III, you'll be the frontline hero of our IT team, keeping our systems running smoothly and our users empowered.
You'll dive into complex technical challenges, troubleshoot hardware and software issues, and fine-tune system configurations to ensure seamless operations.
Whether you're resolving critical IT incidents, optimizing enterprise applications, or driving key technology initiatives, you'll play a vital role in maintaining business continuity and pushing innovation forward.
If you're passionate about problem-solving and thrive in a fast-paced tech environment, this is the role for you!

Here's what you'll do:

Technical Support & Troubleshooting

• Be the IT hero-diagnose and resolve complex hardware issues, from motherboard and GPU failures to power supply replacements.
• Tackle OS troubleshooting like a pro-fix boot failures, driver conflicts, and those dreaded blue screen errors.
• Provide expert support across Windows, macOS, and Linux environments.
• Dig into system logs, event viewer, and crash dumps to uncover and resolve performance bottlenecks.
• Configure and optimize network settings, including TCP/IP, DNS, DHCP, VLANs, and VPNs, keeping our systems running at top speed.
• Take charge of Active Directory (AD)-manage user accounts, group policies, and authentication troubleshooting.

IT Infrastructure & Security

• Deploy and manage OS images with Windows Deployment Services, SCCM, and Intune for seamless system setups.
• Fortify our defences-troubleshoot firewall configurations, proxy settings, and Wi-Fi connectivity issues.
• Protect our systems with antivirus, BitLocker, DLP, and EDR solutions, ensuring enterprise-wide security.
• Stay one step ahead of cyber threats by identifying and neutralizing phishing, malware, and ransomware attacks.

Systems Administration & Automation

• Keep business-critical apps running smoothly, supporting Office 365, Google Workspace, and SaaS platforms.
• Manage authentication security with SSO and Multi-Factor Authentication (MFA).
• Maintain and troubleshoot virtual environments, including VMware, Hyper-V, Azure Virtual Desktop, and Citrix.
• Level up IT efficiency with automation-write PowerShell and Bash scripts to streamline processes.
• Deploy and maintain enterprise software with SCCM, Intune, and other advanced tools.

User Support & Training

• Lead and mentor junior technicians, sharing knowledge and best practices.
• Build a smarter IT ecosystem-document solutions and contribute to knowledge base resources.
• Deliver top-tier customer service, ensuring IT issues are resolved quickly and efficiently.
• Support hybrid work environments, enabling smooth remote access for users.
• Be ready to jump aboard vessels at port when IT support is needed on-site.

Here's what you'll bring to the table:

• Tech-Savvy & Knowledgeable - A Bachelor's degree in Computer Science, Information Systems, or a related field is preferred.
• Hands-On IT Experience - 2-5 years of IT support experience for Desktop Support Engineer II, or 5+ years for Desktop Support Engineer III-the more, the better!
• Industry Certifications - A+ Certification preferred-because expertise matters.
• Tech Stack Mastery - Experience with Microsoft Office Suite, Active Directory, ServiceNow (ITSM), and enterprise IT tools to keep our systems running at peak performance.
• Oracle Knowledge - Familiarity with Oracle systems is a plus-always good to have in your toolkit!
• Port & Vessel Access - Ability to board vessels and provide on-site IT support, meeting port induction requirements like a pro.
• Regional Travel Enthusiast - Willingness to travel up to 25% for IT projects and remote support-because tech doesn't stop at the office.
• Mobility & Readiness - A full, clean New Zealand driver's license and access to a personal vehicle to travel to ports or NPDL sites in Auckland/Tauranga-we keep you on the move!
• Problem-Solving Guru - A sharp analytical mind, structured troubleshooting approach, and a drive to get things fixed-fast.
• Communication Extraordinaire - Outstanding verbal and written skills to engage stakeholders and translate tech talk into everyday language.
• Multitasking Maestro - Ability to juggle multiple projects, prioritize effectively, and thrive under pressure.
• Hybrid IT Support Pro - Experience supporting both onsite and remote users in a fast-paced digital environment.
• Documentation Whiz - Strong ability to create clear, structured reports and contribute to knowledge-sharing resources.
• Go-Getter Attitude - Proactive, resourceful, and always willing to go the extra mile to exceed expectations.
• Global Team Player - Comfortable working across multiple time zones, collaborating with teams worldwide.

This role is based in Parnell, Auckland however there will be some local travel as required as we have various locations around Auckland and Tauranga.
Additionally, the occasional evening and weekend commitments are expected, ensuring comprehensive support for both project initiatives and ongoing operational needs.
In return we offer a challenging and stimulating environment.
You will have the right to live and work in New Zealand at the time of applying.
The successful candidate may be subject to undergo a Police Check and/or Pre-Employment Drug Test.

Our NPDL Contribution:

• Competitive benefits package (salary plus bonus).
• Hybrid working model.
• Opportunity for development and internal mobility.
• Wonderful Giving (wonderfulgiving.com) - allowing you to donate company money to a cause of your choice.
• Wonderful Neighbour - spend a day in the community helping with various service projects.
• Company focused on wellness and health.

Ready to level up your IT career? Apply now and be part of a team that keeps our business connected, secure, and running smoothly!

#LI-LM#LI-Hybrid

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